Effective Communication in Healthcare Settings
These moments in patient care- such as change of shift or patient transfer - are especially vulnerable to communication failures.
What are transitions of care?
This broad category of conflict occurs within an individual when personal values, ethics, or priorities class with professional expectations.
What is intrapersonal conflict?
In the classic view of conflict, this first stage occurs when individuals perceive their goals are blocked or threatened, triggering emotional responses.
What is frustration?
Conflict caused by discrepancies in written policies, job descriptions, standards of practice, or TJC mandates falls into this category of conflict.
What is a facts conflict?
These two conflict-handling styles are most commonly used by direct care nurses, even though they are often ineffective for resolving workplace conflict.
What are avoidance and accommodation?
This organization advocates for standardizing handoff communication to reduce errors and improve patient safety.
What is The Joint Commission (TJC)?
Widely experienced by nurses during the COVID-19 pandemic, this type of conflict was driven by declining standards of care, contributing to burnout and turnover.
What is intrapersonal conflict?
During this stage of conflict, individuals interpret what the conflict is about -- often influenced by personal values, beliefs, and culture -- which may or may not be accurate.
What is conceptualization?
When disagreements arise from competing priorities -- such as empowering staff versus controlling staff -- this category of conflict is involved, and resolution often requires identifying a shared overarching goals.
What is a goals conflict?
Although considered the most effective conflict-management approach, this strategy is frequently underutilized by nurses and nurse leaders.
What is collaboration?
This widely adopted communication framework stands for Situation, Background, Assessment, and Recommendation.
What is SBAR?
The most common form of conflict in healthcare, this type arises from differences in opinions, priorities, or approaches between people such as nurses, physicians, or patients.
What is interpersonal conflict?
Establishing this during conflict resolution is essential, as all parties must clarify "the conflict as I see it" before moving toward resolution.
What is a shared conceptualization?
This conflict category involves disagreements over the best method or strategy to achieve an agreed-upon goal, such as cutting overtime versus reducing education budgets.
What is an approaches conflict?
This group of nurses is especially vulnerable to workplace verbal abuse such as yelling and cursing, making them a key focus for leadership intervention.
Who are early-career hospital nurses?
Some healthcare organizations add this element to SPAR, creating ISBAR, to further improve communication consistency.
What is Introduction?
Conflict related to policies, procedures, codes of conduct, or hierarchical roles within an institution falls under this category.
What is organizational conflict?
Seeking clarification, gathering information, or even avoiding confrontation all occur during this stage of the conflict process.
What is a values conflict?
What is verbal abuse?
Allowing time for questions and performing this action helps ensure accuracy during handoff communication.
What is reading back information?
This conflict-management strategy aims to resolve misunderstandings by bridging or mediating between individuals or groups from different cultural systems.
What is cultural breaking?
Growth, increased productivity, and group unity indicate this type of result from conflict resolution, as opposed to negativity and weakened relationships.
What are constructive outcomes?
This conflict-management style is high in assertiveness and cooperativeness, is the most creative and time-consuming, and seeks solutions that fully satisfy all parties.
What is collaborating?
Reinforcing this type of organizational culture-- along with bystander training and early-career support -- is a key leadership strategy to promote safety and high-quality care.
What is a zero-tolerance culture for intimidating and disruptive behavior?