2. Introduction Conflict occurs in almost all of the working environments. This is because of different needs, responsibilities, ideas, perceptions, goals and desires. Conflict is the leading problem in job dissatisfaction in many of the nursing settings. Personal values held by individual nurses are often subsumed by the need to be professional at all times as a nurse. This is a source of conflict for nurses who may have conscientious objections based on their professional beliefs about care, treatment, dignity or the behavior of patients.

3. DEFINITIONS Conflict Conflict is defined as a situation in which two or more parties become aware of the fact that each party wants is incompatible with the wishes of the other. Conflict management Conflict management is a comprehensive term indicating the range of attitudes and behaviors individuals, groups and organizations manifest in dealing with conflict.

4. CAUSES 1. Specialization 2. Multitask roles 3. Role interdependence 4. Task blurring 5. Differentiation 6. Scarcity of resources 7. Change 8. Unequal rewards 9. Communication problems

5. Types of conflict 1. Intra personal conflict – Intrapersonal conflict may result as a nurse want to spend more time comforting a clients grieving spouse, but another client is nearing an arrest situation and needs immediate attention. 2. Inter personal conflict – Inter personal conflict may erupt between a nurse and unlicensed assistive personnel over uncompleted tasks or miscommunication. 3. An inter group conflict may occur between the nurses and pharmacy department regarding the timelines of medication delivery.

6. Process of conflict 1. Antecedent conditions 2. Perceived and/or felt conflict 3. Manifest behavior 4. Conflict resolution 5. Resolution aftermath

7. Effective conflict management: actions and implications  Recognize and accept conflict : Implication – Value self and others without blaming.  State intention to resolve conflict and act with effective interpersonal skills : Implication – Commit to improving interpersonal skills.

8.  Acknowledge feelings and thoughts : Implication – Openness of self.  Adopt flexible, adaptable and creative strategies : Implication – Challenge and revise old patterns.  Avoid power-over communiation : Implication – Value self and others without blaming.

9. Conflict management frame work Conflict Recognition Conflict Acceptance Conflict resolution

10. Common conflict resolution strategies 1. Compromising 2. Competing 3. Cooperating or Accommodating 4. Smoothing 5. Avoiding 6. Collaborating

11. Conclusion Nurses awareness of working out of scope was an incipient source of conflict between themselves and physician. Nurses should be encouraged to continue to provide compassionate care and a caring presence as they struggle together with patients, family members and the professional colleagues, in the attempt to identify what, all things considered ought to be done in situations of moral conflict. Nurses should continually seek to improve their ethics knowledge base by looking for learning opportunities and access resources to make ethical decisions.

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