ISSN: 2575-9981
Authors: Lori Ann Mayfield
Background: “Conflict is inevitable in a dynamic organization” such as healthcare [1]. Conflict is also associated with significant costs [2]. Conflict affects patient care, job satisfaction, and adds to increased job stress, even rolling over in to affecting family life [3]. Collaboration, on the other hand, improves morale, decreases stress, and increases patient safety [3]. Conflict resolution education can provide nurses with the skills and tools necessary to effectively resolve conflict and increase collaboration. Foreground: In the facility in which the scholarly project was conducted, there is no conflict resolution education provided to employees. The closest training received is Zero Harm, an error prevention technique initiative. This initiative was incorporated in to the scholarly project, as conflict resolution can be seen as a potential for harm to patients if not handled effectively. EBP Framework: The Stetler Model of evidence-based practice and Hildegard Peplau’s theory of interpersonal relationships were used as frameworks for this project. The Stetler model “examines how to use evidence to create formal change within organizations” [4]. Peplau’s theory of interpersonal relationships aligned well with this project, as the end result of any conflict in nursing is better patient care, which is a “common goal” of all health care providers, patients, and families [5]. Methods: The objective of this project was to provide education and tools to nurses to enable them to be able to more effectively resolve conflict and increase collaboration. The education was provided via power point presentation. The pre-education and post-education assessments showed a positive outcome and increase in collaboration. Findings/Results: Bushardt, et al. [1] pointed out that it is not “desirable” to “eliminate conflict,” rather to “handle it effectively and positively.” The results of the project indicated that conflict resolution education improves collaboration among nurses. Conclusion/Recommendations: There is “a need to develop nurses’ conflict management skills to ensure that conflicts are resolved constructively” [3]. It is recommended that conflict resolution education be provided to increase collaboration between nurses. “Conflict is inevitable in a dynamic organization” [1]. In the facility in which the project was implemented, there is currently no conflict resolution education provided to nurses. Overton, et al. [2] pointed out that “conflict is associated with significant cost to organizations.” Conflict resolution and collaboration go hand-in-hand; “Although collaboration is a time-consuming process, it’s an integrated approach and a long-term resolution of conflict” [6]. Therefore, the question arises: Does conflict resolution education increase nurses’ knowledge level in resolving conflict and improve collaboration amongst nurses? Problem: Healthcare is definitely a dynamic organization. Nurses participate in a variety of “professional roles in their collaborations with patients, other healthcare professionals, families, and healthcare organizations” [3]. Therefore, nurses experience multiple opportunities for conflict to arise.
Keywords: Conflict; Nurses; Healthcare settings; Healthcare; Education
