|2.1 Nurses and Health-care teams acknowledge that conflict is normal and seek to understand through self-reflective practice how their behaviours, values, beliefs, philosophies and perceptions affect relationships with others, and how the behaviour of others influence conflict by:
- Identifying personal behaviours and/or attitudes that may have contributed to conflict, and strive to alter this behaviour;
- Acknowledging and understanding their personal conflict management style;
- Developing conflict resolution skills by taking advantage of education offered. Where education is not offered, the individual should bring this need to the attention of their manager/director; and
- Understanding the importance of emotional intelligence, lived experiences and their relationship to conflict.
|2.2 Nurses and Health-care teams contribute to a culture that supports the management and mitigation of conflict by:
- Seeking resolutions when necessary through counseling (employee assistance programs), accessing support (occupational health) and education offered in their organizations or settings;
- Acknowledging and discussing the issue at forums such as staff meetings;
- Demonstrating accountability for their actions, and commitment to managing and mitigating conflict; Actively and constructively participating in their Health-care team initiatives;
- Being accountable for, and respectful in the manner in which they communicate to patients/clients, families and members of the Health-care team;
- Seeking opportunities and assuming the responsibility for sharing knowledge and best practices in nursing and health care.
|2.3 Nurses, Health-care teams and Health-care professionals:
- Acknowledge that conflict is addressed in different ways, depending on the relationship of the person one is having conflict with;
- Understand how they uniquely contribute to the client’s experience of health or illness and the delivery of Health-care services, in addition to facilitating the paramount importance of improving health outcomes, which is guided by the philosophy of patient/client-centered care; and
- Understand and respect the roles, scope of practice and accountability of all members of the Health-care team.
|2.4 Nurses and Health-care teams practice and collaborate with team members in a manner that fosters respect and trust by:
- Ensuring open communication related to the provision of patient/client care and other work related activities;
- Setting clear and objective goals for patient/client care;
- Utilizing processes for conflict resolution and problem-solving;
- Participating in a decision-making process that is open and transparent;
- Being an active, engaged member of the Health-care team while demonstrating respect and professionalism;
- Contributing to a positive team morale;
- Understanding that the work environment is in part constructed by each member of the team; and
- Supporting each individual team member working to their own full scope of practice.
|2.5 Individuals contribute to the development of clear processes, strategies, tools and structures that promote the management and mitigation of conflict with emphasis on:
- Open, honest and transparent communication;
- Constructive and supportive feedback; and
- Clear goals and objectives that foster professionalism, respect and trust
|2.6 Individual nurses and Health-care teams actively participate in education to achieve a constructive approach to the management and mitigation of conflict.
|2.7 Consult organizational and professional guidelines, policies and procedures related to the management and mitigation of conflict by:
- Seeking support;
- Obtaining information; and
- Providing support to others.
|2.8 Utilize management tools/strategies for management and mitigation of conflict such as the following:
- Listen empathetically and responsively;
- Allow the other person to express their concern;
- Search beneath the surface for hidden meanings;
- Acknowledge if you are at fault and reframe emotions;
- Separate what matters and what gets in the way;
- Learn from difficult behaviours;
- Lead and coach for transformation; and
- Negotiate collaboratively to resolve an issue.