RESUMO
This article is one in a series on conflict. It is part of an ongoing series on leadership coordinated by the American Organization of Nurse Executives (AONE; www.aone.org), highlighting topics of interest to nurse managers and emerging nurse leaders. The AONE provides leadership, professional development, advocacy, and research to advance nursing practice and patient care, promote nursing leadership excellence, and shape public policy for health care.
Assuntos
Conflito Psicológico , Dissidências e Disputas , Relações Interprofissionais , Liderança , Enfermeiros Administradores/organização & administração , Humanos , Enfermeiros Administradores/normasRESUMO
This article is one in a series on conflict. It is part of an ongoing series on leadership coordinated by the American Organization of Nurse Executives (AONE; www.aone.org), highlighting topics of interest to nurse managers and emerging nurse leaders. The AONE provides leadership, professional development, advocacy, and research to advance nursing practice and patient care, promote nursing leadership excellence, and shape public policy for health care.
Assuntos
Conflito Psicológico , Inteligência Emocional , Relações Interpessoais , Conscientização , Humanos , Liderança , Defesa do Paciente , Competência ProfissionalRESUMO
This article is one in a series on conflict. It is part of an ongoing series on leadership coordinated by the American Organization of Nurse Executives (AONE; www.aone.org), highlighting topics of interest to nurse managers and emerging nurse leaders. The AONE provides leadership, professional development, advocacy, and research to advance nursing practice and patient care, promote nursing leadership excellence, and shape public policy for health care.
Assuntos
Negociação/psicologia , Enfermeiros Administradores/organização & administração , Pesquisa em Enfermagem/organização & administração , Administração dos Cuidados ao Paciente/organização & administração , Equipe de Assistência ao Paciente/organização & administração , Garantia da Qualidade dos Cuidados de Saúde/organização & administração , Humanos , Relações Interprofissionais , Liderança , Negociação/métodos , Enfermeiros Administradores/normas , Relações Enfermeiro-Paciente , Pesquisa em Enfermagem/normas , Administração dos Cuidados ao Paciente/métodos , Administração dos Cuidados ao Paciente/normas , Equipe de Assistência ao Paciente/normas , Competência Profissional/normas , Garantia da Qualidade dos Cuidados de Saúde/métodos , Garantia da Qualidade dos Cuidados de Saúde/normas , Sociedades de EnfermagemRESUMO
This article is one in a series on conflict. It is part of an ongoing series on leadership coordinated by the American Organization of Nurse Executives (AONE; www.aone.org), highlighting topics of interest to nurse managers and emerging nurse leaders. The AONE provides leadership, professional development, advocacy, and research to advance nursing practice and patient care, promote nursing leadership excellence, and shape public policy for health care.
Assuntos
Conflito Psicológico , Relações Interprofissionais , Liderança , Negociação/métodos , Enfermeiros Administradores , Recursos Humanos de Enfermagem Hospitalar , Local de Trabalho/psicologia , Guias como Assunto , Humanos , Estudos de Casos Organizacionais , Estados UnidosRESUMO
This article is one in a series on conflict. It is part of an ongoing series on leadership coordinated by the American Organization of Nurse Executives (AONE), highlighting topics of interest to nurse managers and emerging nurse leaders. The AONE provides leadership, professional development, advocacy, and research to advance nursing practice and patient care, promote nursing leadership excellence, and shape public policy for health care.
Assuntos
Conflito Psicológico , Relações Interprofissionais , Liderança , Enfermeiros Administradores/organização & administração , Cuidados de Enfermagem/organização & administração , Sociedades de Enfermagem/organização & administração , Local de Trabalho/psicologia , Adulto , Feminino , Humanos , Masculino , Pessoa de Meia-Idade , Papel do Profissional de Enfermagem , Recursos Humanos de Enfermagem Hospitalar , Estudos de Casos Organizacionais , Cultura Organizacional , Objetivos OrganizacionaisRESUMO
This article is one in a series on conflict. It is part of an ongoing series on leadership coordinated by the American Organization of Nurse Executives (AONE), highlighting topics of interest to nurse managers and emerging nurse leaders. The AONE provides leadership, professional development, advocacy, and research to advance nursing practice and patient care, promote nursing leadership excellence, and shape public policy for health care.
Assuntos
Conflito Psicológico , Dissidências e Disputas , Relações Interprofissionais , Liderança , Modelos de Enfermagem , Enfermeiros Administradores/organização & administração , Cuidados de Enfermagem/organização & administração , Adaptação Psicológica , Adulto , Feminino , Humanos , Masculino , Pessoa de Meia-Idade , Enfermeiros Administradores/psicologia , Estudos de Casos Organizacionais , Cultura Organizacional , Sociedades de Enfermagem , Estados Unidos , Local de TrabalhoRESUMO
BACKGROUND: The Joint Commission's leadership standard for conflict management in hospitals, LD.02.04.01, states, "The hospital manages conflict between leadership groups to protect the quality and safety of care." This standard is one of numerous standards and alerts issued by The Joint Commission that address conflict and communication. They underscore the significant impact of relational dynamics on patient safety and quality of care and the critical need for a strategic approach to conflict in health care organizations. Whether leadership conflicts openly threaten a major disruption of hospital operations or whether unresolved conflicts lurk beneath the surface of daily interactions, unaddressed conflict can undermine a hospital's efforts to ensure safe, high-quality patient care. DEVELOPING A STRATEGIC APPROACH TO CONFLICT MANAGEMENT: How leaders manage organizational conflict has a significant impact on achieving strategic objectives. Aligning conflict management approaches with quality and safety goals is the first step in adopting a strategic approach to conflict management. A strategic approach goes beyond reducing costs of litigation or improving grievance processes--it integrates a collaborative mind-set and individual conflict competency with nonadversarial processes. UNDERTAKING A CONFLICT ASSESSMENT: Conflict assessment should determine how conflicts are handled among the leaders at the hospital, the degree of conflict competence already present among the leaders, where the most significant conflicts occur, and how leaders think a conflict management system might work for them. CONCLUSIONS: Strategically aligning a conflict management approach that addresses conflict among leadership groups as a means of protecting the quality and safety of patient care is at the heart of LD.02.04.01.
Assuntos
Conflito Psicológico , Administração Hospitalar , Relações Interprofissionais , Liderança , Qualidade da Assistência à Saúde/organização & administração , Gestão da Segurança/organização & administração , Comunicação , Humanos , Joint Commission on Accreditation of Healthcare Organizations , Cultura Organizacional , Estados UnidosRESUMO
BACKGROUND: A well-designed conflict management process for hospital leaders should both retain the positive benefits of constructive conflict engagement and minimize the adverse consequences that unmanaged conflict can have on patient care. Dispute system design (DSD) experts recommend processes that emphasize the identification of the disputing parties' interests and that avoid reliance on exertions of power or resort to rights. In an emerging trend in designing conflict management systems, focus is placed on the relational dynamics among those involved in the conflict, in recognition of the reciprocal impact that each participant in a conflict has on the other. The aim is then to restore trust and heal damaged relationships as a component of resolution. COMPONENTS OF THE CONFLICT MANAGEMENT PROCESS: The intent of Standard LD.02.04.01 is to prevent escalation to formal legal disputes and encourage leaders to overcome their conflict-avoidance tendencies through the use of well-designed approaches that support engagement with conflict. The sequence of collaborative options consists of individual coaching and counseling; informal face-to-face meetings; informal, internally facilitated meetings; informal, externally facilitated meetings; formal mediation; and postdispute analysis and feedback. CONCLUSIONS: Every hospital has unique needs, and every conflict management process must be tailored to individual circumstances. The recommendations in this two-part article can be adapted and incorporated in other, more comprehensive conflict management processes throughout the hospital. Expanding the conflict competence of leaders to enable them to effectively engage in and model constructive conflict-handling behaviors will further support the strategic goal of providing safe and effective patient care.
Assuntos
Conflito Psicológico , Administração Hospitalar , Relações Interprofissionais , Liderança , Humanos , Capacitação em Serviço/organização & administração , Joint Commission on Accreditation of Healthcare Organizations , Qualidade da Assistência à Saúde/organização & administração , Gestão da Segurança/organização & administração , Estados UnidosAssuntos
Relações Interprofissionais , Recursos Humanos de Enfermagem/psicologia , Cultura Organizacional , Violência/prevenção & controle , Conflito Psicológico , Comportamento Cooperativo , Humanos , Nebraska , Negociação , Recursos Humanos de Enfermagem/organização & administração , Poder Psicológico , Violência/psicologiaAssuntos
Comportamento Cooperativo , Cuidados Críticos/organização & administração , Relações Interprofissionais , Equipe de Assistência ao Paciente/organização & administração , Atitude do Pessoal de Saúde , Comunicação , Conflito Psicológico , Retroalimentação Psicológica , Processos Grupais , Humanos , Modelos Psicológicos , Negociação , Cultura Organizacional , Guias de Prática Clínica como Assunto , Papel Profissional , Autoimagem , Apoio Social , Pensamento , ConfiançaRESUMO
Review AACN's healthy work environments initiative and learn how the standards can be used to build cultures of safety.
Assuntos
Ambiente de Instituições de Saúde/normas , Administração Hospitalar/métodos , Recursos Humanos de Enfermagem Hospitalar/organização & administração , Gestão de Recursos Humanos/métodos , Gestão da Segurança/métodos , Atitude do Pessoal de Saúde , Humanos , Relações Interprofissionais , Liderança , Cultura Organizacional , Sociedades de Enfermagem/organização & administração , Estados UnidosRESUMO
Healthcare organizations must find ways for managing conflict and developing effective working relationships to create healthy work environments. The effects of unresolved conflict on clinical outcomes, staff retention, and the financial health of the organization lead to many unnecessary costs that divert resources from clinical care. The complexity of delivering critical care services makes conflict resolution difficult. Developing collaborative working relationships helps to manage conflict in complex environments. Working relationships are based on the ability to deal with differences. Dealing with differences requires skill development and techniques for balancing interests and communicating effectively. Techniques used by mediators are effective for resolving disputes and developing working relationships. With practice, these techniques are easily transferable to the clinical setting. Listening for understanding, reframing, elevating the definition of the problem, and forming clear agreements can foster working relationships, decrease the level of conflict, and create healthy work environments that benefit patients and professionals.