conflict resolution
At times the needs of our families conflict with our work responsibilities. Could this possibly be the underlying issue here?
- Explain the conflict resolution skills displayed by the leader in the scenario. On a scale of 1-10, how would you rate those of the leader.
- How might earlier collaboration have been beneficial?
- Some organizations utilize non Registered Nurses in the Case Manager role. What additional skills, knowledge and attributes would the BSN-prepared Registered Nurse bring to case management in this scenario?
ESCENARIO:
Visual
Two nurses are sitting in the conference room. One is a home care leader dressed in business attire, and the other is a staff nurse dressed in sweater and slacks, the outfit appropriate for a home health nurse.
Audio
Staff Nurse: Thank you for agreeing to talk to me about the discussion we had the other day about assigning patient load. As I started to say in the meeting, but got interrupted, is that I really don’t like the new plan that we have. I liked the old one better. I don’t understand why we need to change.
Leader: You did get to express one concern about visiting patients in Iron Ridge and that is the community’s high crime rate. We all recognize this issue, and I do understand. But the new patient assignment scheme is meant to match you with patients who will most benefit from your specialty, and not where you live geographically. There are many patients in Iron Ridge who have diabetes that need your expertise.
Staff Nurse: Well… I really do love my patients and I don’t hold it against them that they live in a bad part of town. But frankly, I’m afraid! Every night when I watch the news, there is somebody that’s been involved in a shooting or a carjacking. I talked to my husband about it and he said that if you insist I go over there, he wants me to quit. It’s not safe!
Leader: [audible pause] I have an idea I would like to explore with you. What if we sent an escort to accompany you on your visits? Would this help you feel safer in that neighborhood?
Staff nurse: Sure, it would, but do you think that’s realistic? The last I heard, we didn’t have any money to give us nurses raises and bonuses. I mean, do we even have the budget for something like security?
Leader: It’s realistic as long as I can justify the safety of our nurses. Let’s say the cost is not a barrier to this scheme. What do you think?
Staff Nurse: [hesitation] Please let me think about it. I need to talk to my husband, too. I can’t decide right now, but you’ve given me something to consider.
End Transcript
