Conflict

Management
STACY LOPEZ
IVO CALDERA
JENNA RODRIGUEZ

Conflict

Pressures and demand in the workplace can generate

problems and conflict among people.

Conflict can interfere with the ability to work together as a team

and leads to increased stress.

Symptoms of stress:

Difficulty Concentrating

Anxiety

Sleep Disorders

Withdrawal

Bitterness

Anger

Violence

Conflict

Conflict can have positive effects

Learning how to manage conflict can lead to more

open and cooperative ways of working together.

Can begin seeing each other as people with similar

problems and concerns.

Conflict resolution can have an empowering effect of

accomplishment.

Goal of dealing with conflict is to create an

environment where conflicts are dealt with in a
positive and constructive manner instead of a
negative and destructive manner

Sources of Conflict

Sources of conflict:

Power plays and competition between groups

Increased workload

Multiple role demands

Threats to safety and security

Scarce resources

Cultural differences

Invasion of personal space

Signs that Conflict Resolution is

Needed

You feel very uncomfortable in a situation

Members of your team are having trouble working

together

Team members stop talking with each other

Team members begin losing their cool,

attacking each other verbally

The Process of Resolving a Problem

Start
Here!
Identify the
Problem

If NOT, repeat
process

If yes,
end!

Generate
possible
solutions

Evaluate
suggested
solutions

Problem
resolved

Implement
solution chosen

Choose best
solution

Figure 7.1 The process of resolving a problem, Essentials of Nursing Leadership and Management, 5th ed.

Identify the Problem or Issue

Ask the participants in the conflict what they want

Discussion and exploration pf the issues are

necessary in order to find out what the real
problem may be

The Informal Negotiation

Process

Scope the situation. Ask yourself:

What am I trying to achieve?

What is the environment in which I am operating?

What problems am I likely to encounter?

What does the other side want?

Set the stage

Conduct the negotiation

Set the ground rules

Clarify the problem

Make your opening move

Continue with offers and counteroffers

Agree on the resolution of the conflict

Box 7.2 The Informal Negotiation Process, Essentials of Nursing Leadership and Management, 5th ed.

Generate Possible Solutions

Be creative

Discourage old solutions

Previously successful solutions may not always be

the solution for a new problem

Encourage creative new solutions

Brainstorm as a group

Give everyone a chance to voice their opinion

Tips for Leading the

Discussion

Create a climate of comfort

Let others know the purpose is to resolve a problem or conflict

Freely admit your own contribution to the problem

Begin with the presentation of facts

Recognize your own emotional response to the situation

Set ground rules

Do not make personal remarks

Avoid placing blame

Allow each person an opportunity to speak

Do not speak for yourself but not for others

Focus on solutions

Keep an open mind

Box 7.3 Tips for Leading the DIscussion, Essentials of Nursing Leadership and Management, 5th ed.

Evaluate Suggested Solutions

Open- minded evaluation

Do not allow the status of the person influence

the solution

The physicians idea may not always be better then

that of the Unlicensed assistant

Choose the Best Solution

Which suggested solution is most likely to work

A combination of suggestions may generate the

best solution

Implement the Solution

Chosen

The test

Give time to allow the new solution to work

How well will it really work

Results will not be seen over night

Do not allow impatience to govern your solution

implementation

Is the Problem Resolved?

If the problem has not been resolved the cycle

should be started again

New solutions should be implemented

Who wants to play Jeopardy?

Conflict

Solutions

Identify

Negotiati
on

$300

$300

$300

$300

$200

$200

$200

$200

$100

$100

$100

$100

Question?

Which of the following is a symptom of stress?

A) Hungry

B) Anxiety

C) Happiness

Answer

B)

Anxiety

Question?
Complete the sentence

____________ and __________ in the workplace can

generate problems and conflict among people.

A) Pressures and Demands

B) Word Load and Compensation

C) Patients and Family Members

Answer

A) Pressures and Demands

Question?

Which of the following positive effects can conflict

create?

A) Give you a reason to not talk to someone you

dislike

B) Learn something positive about yourself

C) Learn how to manage conflict which can lead to

more open and cooperative ways of working
together.

Answer?

C) Learn how to manage conflict which can

lead to more open and cooperative ways of
working together.

Question?

Which of the following are signs that conflict

resolution is needed?

A) You feel very uncomfortable in a situation

B) Members of your team are having trouble

working together

C) Team members stop talking to each other

D) Team members start loosing their cool,

attacking each other verbally

F) All of the Above

Answer

F)

All of the Above

Question?
Select all the Apply

Which of the following are considered sources of

conflict?

A) Power plays and competition between groups

B) Increased workload

C) Multiple role demands

D) Threats to safety and security

F) Scarce resources

G) Cultural differences

H) Invasion of personal space

Answer

A) Power plays and competition between groups

B) Increased workload

C) Multiple role demands

D) Threats to safety and security

F) Scarce resources

G) Cultural differences

H) Invasion of personal space

Question?
Fill in the Blank The process of resolving a problem
Identify the
Problem
If NOT, repeat
process

Generate
possible
solutions

Problem
resolved

Implement
solution chosen

Choose best
solution

Answer

Evaluate suggested solutions

Question?

Which of the following is The correct way to come

to a conflict resolution?

A) Ask the participant in the conflict what they

want

B) Scream and yell until you get your way

C) Ignore the person and walk away from the

situation

Answer

A) Ask the participant in the conflict

what they want

Question?

Which of the following should you evaluate during

the informal negotiation process?

A) What am I trying to achieve

B) The persons tone of voice and body language

C) Will conflict resolution be achieved

Answer

A)

What am I trying to achieve

Question?

Which of the following is a productive way to

generate a solution?

A) Be creative

B) Talk over others

C) Give everyone a chance to voice their opinion

D) A & C

Answer

D) A & C
Be creative and Give everyone a chance to voice
their opinion

Any Questions?

Question?
Select all the Apply

Which of the following are tips that can be used

when leading a discussion?

A) Create a climate of comfort

B) Place the blame on others

C) Set ground rules

D) Focus on the conflict at hand

F) Let others know the purpose is to resolve a

problem or conflict

Answer

A, C, F

Create a climate of comfort

Set ground rules
Let others know the purpose is to resolve a problem
or conflict

Question?

When evaluating a suggested solution one should

always be ___________.

A) Open minded

B) Creative

C) Reluctant

D) Engaged

Answer?

A) Open minded

Question?

When implementing a new solution to the conflict

which if the following is best to do?

A) Not evaluate the resolution

B) Expect results to be seen over night

C) Give time to allow the new solution to work

D) None of the above

Answer

C) Give time to allow the new

solution to work