COM-FPX3700_SantanaBribriesco_Assessment1-Attempt1
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Capella University *
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Course
3700
Subject
Communications
Date
Feb 20, 2024
Type
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8
Uploaded by ConstableBuffalo4041
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Interpersonal Conflict
Introduction
Healthcare professionals are faced with conflict every single day. One common place
conflict may occur is between physicians and nurses, which could affect their interdisciplinary
relationship. Other places one may face conflict in healthcare is between providers and patients.
If one does not feel like the other is hearing the other’s point of view it can cause conflict and put
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quality patient care at risk. Individual differences, education, and communication styles can lead
to interpersonal conflict affecting relationships.
Conflict
Conflict is an expressed struggle between at least two interdependent parties who
perceive incompatible goals, scarce resources, and interference from others in achieving their
goals (Hocker, 2022). In other words, conflict can be considered a collision of ideas between two
parties, or a disagreement. Conflict may occur from a disconnection of communication resulting
in undesirable outcomes for one or both parties.This can be a small conflict between two
coworkers such as a physician and a nurse, or a larger conflict between two organizations within
healthcare. In many situations both parties come into it already on the defensive end ready to
defend their side of the given situation. Conflict can be difficult to resolve when those involved
have a set mind frame and do not wish to see the others point of view. This can cause a
disconnection between parties causing a resolution to the conflict or a compromise very difficult.
An example of conflict in the healthcare world today could be if the correct discharge
information is not given from the nurse to the patient leading to a less desired outcome. This may
lead to conflict between the one giving the information, or the nurse in this situation and the one
receiving the information, or the patient. Neither the nurse nor the patient intended on having
opposing views, but conflict still occurred. Whether it was the way the nurse was relaying the
information, the lack of understanding of the information, or the way the information was
received that caused the conflict the misunderstanding information can all be considered
unintentional conflict. Conflict is considered unavoidable because it is a constant occurrence in
all aspects of life from work to home. Conflict can be small or large as well as educational and
productive in the long run if addressed properly.
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Another example of conflict in healthcare is conflict between physicians and
nurses. The relationship between nurses and physicians is vital. These conflicts may come from
fundamental disparities in knowledge and power. This mainly comes from the hierarchy of
physicians controlling patient diagnosis and care, which sometimes the nurse is not always
agreeable with their plan of care. This can result in compromised quality care and the safety of
the patients because the nurses could experience challenges in speaking up to a physician when
they identify an error or see a better approach for the patients.
Communication Behaviors Leading to Conflict
Communication can cause conflict without intention. Conflict in the healthcare world can
result between physicians and nurses related to a breakdown in communication that results in
misunderstandings or disagreements. Both verbal and non-verbal communication can lead to
conflict between nurses and physicians. Non-verbal communication can signal some key
elements of dishonesty due to untrusting relationships that exist from just observing non-verbal
communication cues (Thakore, 2013). Non-verbal communication can be considered gestures,
eye contact, touch, space, and body movement and posture. If one does not understand
someone's background and culture they may not understand their non-verbal communication
techniques which may lead to conflict and miscommunication. Verbal communication can also
lead to conflict. Listening skills during verbal communication is a necessity that informs whether
or not the peers in communication can create a mutual understanding (Thakore, 2013). The way
someone verbally communicates whether it is the words they use or the tone of their voice can
cause conflict, especially with differences in education and culture between the two. The ability
to actively listen and understand someone both verbally and non-verbally can largely affect how
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someone is perceived and how the information they are communicating is perceived. If taken the
wrong way it can cause great conflict.
Communication Behaviors Affecting Interpersonal Relationships
Communication and conflict go hand and hand. How one communicates in a conflict
situation has profound implications for the impact of that conflict (Hocker, 2022). If there are
ineffective communication styles whether it is verbal or non-verbal can cause conflict. If one is
demonstrating aggressive communication it can be an indicator that they are dissatisfied or angry
with the situation resulting in conflict. In a healthcare setting this may lead to a decline in quality
care which puts the patient at risk. This type of behavior must be addressed timely to ensure that
it does not spill into the care delivery in a healthcare setting (Ameen, 2017). Two types of verbal
communication behaviors can make or break a conflict situation. On one hand there is assertive
communication and on the other there is passive communication.
Assertive communication is created through understanding each party has the right to
their opinion and each party is prepared to present justifications for an action, which essentially
helps to develop a consensus that resolves conflict (Hocker, 2022). Passive communication
behaviors occur when one places others needs ahead of their own needs holding in their own
feelings. When one is avoiding conflict they tend to use passive communication behaviors which
negatively affects the contribution for one party in the situation. The assertive approach is
considered a more effective communication behavior than the passive approach because it forces
both parties' points of view to be evaluated for the best approach to resolve the conflict.
Preference on which communication behavior to be used is based on one's own personality and
traits along with the type and extent of the conflict.
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In healthcare having different communication behaviors can greatly affect
interdisciplinary relationships. Nurses and physicians are teammates in delivering different
aspects. Both are likely to have diversity in behaviors that could result in conflict while
delivering care. In some cases they may experience passive aggressive behavior in their
communication techniques which may result in conflict. One way to avoid these conflict
situations is to properly train and educate all personnel on different communication styles, those
styles based on cultural diversity, environments, and different education levels. If healthcare
workers are properly educated in those areas it can build a strong level of interprofessional
communication thus minimizing conflict.
Individual Differences Adding to Conflict
In life it is easy for simple differences to add conflict into everyday life. This is a bigger
risk and complication in interdisciplinary relationships. These small differences may include age,
gender, education level, culture, and socio-economic status. Many unknowingly let these
differences interfere causing conflict. An example of this is in healthcare many experienced
nurses and physicians have issues with the ways new nurses and physicians do things, thus
causing conflict in the workplace. This communication may occur during the training period of
these new nurses or physicians or later on when they are working side by side. This is considered
a personality conflict in their biased personality. This may lead to conflict leading to
nonproductive training, miscommunication and causing a hostile work environment. This can
lead to the decrease in quality care. This is where proper training in communication can help
prevent conflict.
Conflict Resolution
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There are many different ways to resolve conflict. The best way to resolve conflict in the
workplace is by enhancement of communication techniques and abilities for professionals. This
may include increasing education techniques. This may also be done through collaborative
interactions between coworkers. An example would be the conflict between nurses and
physicians. Nurses and physicians can use collaborative techniques by having a common goal to
deliver quality care to patients. This can be achieved by properly identifying the roles of nurses
and physicians and learning how to communicate appropriately. In order for communication
strategies between nurses, physicians, and patients to be effective and not lead to conflict all
parties need good listening skills, understanding of how the other communicates, compassion,
and professionalism. Without these strategies one may cause tension and conflict, which could
lead to strain on the interprofessional relationships
Conclusion
Conflict can happen at any time. Knowing how to identify different types of conflict and
properly address it is the key in most relationships. Between physicians and nurses the
interprofessional relationships can be strained if there is conflict. Strong communication and
listening skills can promote positive communication and prevent conflict. In order to better
communicate one has to understand others' culture and non-verbal cues to prevent conflict. With
physicians and nurses effective communication and limited conflict leads to quality patient care
giving the patient the best possible outcome. Overall high stress situations in healthcare can
always result in conflict, but the way you are trained and educated to handle a situation makes all
the difference.
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References
Ameen, F. (2017, September 22).
Nurse-physician conflict and power dynamic - juniper
publishers
. Retrieved April 26, 2023, from
https://juniperpublishers.com/jojnhc/pdf/JOJNHC.MS.ID.555665.pdf
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Hocker, J. L., Berry, K., & Wilmot, W. W. (2022).
Interpersonal conflict
. McGraw Hill.
Thakore, D. (2013).
Conflict and conflict management - IOSR journals
. Retrieved April 26,
2023, from https://iosrjournals.org/iosr-jbm/papers/Vol8-issue6/B0860716.pdf