At Kensington Park Senior Living, where caring for residents is at the heart of what we do, our nurses and caregivers often experience rewarding days filled with positive interactions.
However, like any healthcare environment, there are times when stress levels rise, and differing opinions emerge.
Viewing these moments as opportunities for improvement rather than setbacks can lead to better solutions and enhanced care practices.
Effective conflict resolution in healthcare reduces stress and strengthens our team, fostering a more supportive and understanding workplace.
This positive approach enhances the care we provide and enriches our work environment, making Kensington Park a better place for team members and residents.
Conflict resolution strategies in healthcare
The following are five proven strategies for effectively managing and resolving conflicts in healthcare.
Apply emotional intelligence and consider the specific circumstances when choosing from these strategies, as each has its own advantages and drawbacks.
1. Accommodation
Yielding to the other party’s needs or wishes to maintain harmony.
- When to use: Preserving relationships is more important when the issue is not critical.
- Example: A nurse agrees to follow a colleague’s preferred care method to avoid conflict.
2. Collaboration
Joint problem-solving to find a mutually beneficial solution.
- Benefits: Encourages open dialogue and mutual respect.
- Example: Nurses and care partners work together to create a comprehensive care plan for a resident.
3. Compromise
Each party gives up something to reach a mutually acceptable solution.
- When beneficial: Both sides have valid concerns and need a balanced solution.
- Example: Two departments agree on a shared schedule for limited equipment.
4. Avoidance
Deliberately avoiding or postponing the conflict.
- When appropriate: When the issue is minor, more time is needed to cool off.
- Example: Postponing a non-urgent policy discussion until after a busy period.
- Drawbacks: This can lead to unresolved issues if overused.
5. Competition
Asserting one’s position and pushing for that way.
- Practical situations: In emergencies or when crucial decisions must be made quickly.
- Example: Enforcing a new safety protocol immediately despite resistance.
- Implications: It can strain relationships if not used judiciously.
How to become more emotionally intelligent and aware
Emotional intelligence is the ability to understand and manage your own emotions and others. In healthcare conflict management, emotional intelligence is crucial because it helps resolve disputes thoughtfully and effectively.
The four components of emotional intelligence:
1. Self-awareness: Recognize your emotions.
- Tip: Reflect on your feelings before responding.
- Script: “I need a moment to gather my thoughts.”
2. Self-regulation: Control your emotional responses.
- Tip: Take deep breaths or a short break to stay calm.
- Script: “Let’s take a short break and revisit this.”
3. Empathy: Understand others’ emotions.
- Tip: Put yourself in their shoes and acknowledge their feelings.
- Script: “I see that this is frustrating for you. Let’s find a solution together.”
4. Social skills: Use effective communication and relationship-building.
- Tip: Practice active listening by focusing fully on the speaker without interrupting.
- Script: “I hear what you’re saying, and I understand you feel upset because…”
Examples and Scripts:
- Using “I” statements: Focus on your feelings rather than blaming others.
- Script: “I feel concerned when this happens because it affects our teamwork.”
What are the five most common disputes in nursing and senior living settings?
In senior living communities like Kensington Park, various disputes can arise among nurses, care partners, doctors, family members, and other team members.
Here are some of the most common issues and practical solutions.
1. Conveying patient needs across shifts
Important details about residents’ care can get lost during shift changes, leading to inconsistencies in care.
- Example: A night shift nurse forgets to inform the morning shift about a resident’s new medication schedule.
- Solution: Implement standardized handoff protocols like SBAR (Situation, Background, Assessment, Recommendation) to ensure all critical information is communicated clearly.
2. Misunderstandings between team members
Team members, such as nurses and care partners, may have differing views on care approaches, leading to confusion.
- Example: A nurse and a care partner disagree on best handling a resident’s behavioral issues.
- Solution: Regular team meetings to discuss care plans and encourage open communication can help align everyone’s understanding and approach.
3. Differences in communication styles
Variations in how individuals communicate can lead to misunderstandings and inefficiencies.
- Example: A nurse prefers direct communication, while a care partner uses a more detailed narrative style, which can cause frustration and missed information.
- Solution: Training on effective communication techniques in healthcare and fostering an environment where different styles are respected can help bridge these gaps.
4. Organizational barriers
Hierarchical structures and departmental silos can hinder effective communication and collaboration.
- Example: Nurses and physical therapists have difficulty coordinating resident care due to a lack of regular interaction.
- Solution: Encourage cross-departmental meetings and a culture of open communication where team members at all levels feel comfortable sharing information and feedback.
5. Documentation challenges
Incomplete or unclear documentation can lead to mistakes and inconsistent care.
- Example: A care coordinator’s note about a resident’s dietary restriction is vague, leading to the kitchen team member preparing an inappropriate meal.
- Solution: Ensure clear and thorough documentation practices are followed, and provide regular training on proper documentation techniques.
Practical tips and scripts for resolving conflicts in healthcare
In healthcare settings, effectively resolving conflicts is crucial for fostering a harmonious work environment and ensuring optimal patient care.
Here are concise, practical tips to help manage disputes:
- Encourage communication: Promote a culture where team members feel safe to express concerns.
- “I value your input, so let’s talk about what’s on your mind.”
- Serve as a mediator: Facilitate fair negotiations to uncover and address root causes.
- “Let’s discuss both sides to find common ground.”
- Cultivate empathy and compromise: Encourage understanding of others’ perspectives and aim for balanced solutions.
- “What are you comfortable conceding to resolve?”
- Uphold professionalism: Maintain respectful interactions and adhere to policies.
- “Let’s remember to keep our interactions professional.”
Make a difference at Kensington Park
Kensington Park, offering assisted living, independent living, and memory care, is a community where you can grow your career while making a real difference in those dealing with dementia and Alzheimer’s.
Located in a serene setting in Kensington, Maryland, our expansive community is committed to the highest standards of care. At Kensington Park, we live by Our Promise to treat all residents with the love and respect they deserve.
If this speaks to your heart, visit our careers page to learn more about joining our team and employee resources.