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Posted: August 7th, 2024
Constructive Feedback: A Vital Tool for Conflict Resolution in Healthcare Teams
The healthcare environment is rife with potential for conflict, especially when dealing with complex patient cases and diverse team perspectives. In the scenario presented, a new nurse’s inappropriate comments about a patient with Sickle Cell Anemia have sparked tension within the interprofessional team. This situation highlights the critical need for constructive feedback in resolving conflicts and maintaining a supportive work environment.
Constructive feedback plays a pivotal role in conflict resolution within interprofessional teams. When team members possess the skills to provide and receive feedback effectively, it creates an atmosphere of open communication and mutual respect. In this scenario, the preceptor could use constructive feedback to address the new nurse’s misconceptions about pain management in Sickle Cell Anemia patients. By focusing on specific behaviours and their impacts, rather than making personal attacks, the preceptor can guide the nurse towards more appropriate patient care approaches. This method not only resolves the immediate conflict but also contributes to the nurse’s professional development and the team’s overall effectiveness. Scott and Carnevale (2018) emphasise that when dealing with difficult people or situations, providing clear, specific feedback can help redirect behaviours and resolve conflicts more effectively.
Healthcare settings with highly diverse staff present both challenges and opportunities for conflict resolution through constructive feedback. Cultural differences can lead to misunderstandings and conflicts, but they also offer rich learning experiences. In a diverse environment, the impact of constructive feedback on conflict resolution becomes even more significant. It requires team members to be culturally sensitive and adapt their feedback styles to suit different cultural norms. Uphoff-Wesemann and Rafferty (2021) conducted a systematic review which revealed that diversity significantly influences conflict management styles. Their findings suggest that in diverse healthcare teams, a more collaborative approach to feedback and conflict resolution is often more effective. By acknowledging these differences and tailoring feedback accordingly, healthcare professionals can bridge cultural gaps and resolve conflicts more effectively. Moreover, diverse teams that master the art of constructive feedback can leverage their varied perspectives to enhance patient care and team collaboration.
Engagement from all levels of staff is crucial for understanding and addressing conflict through constructive feedback. When staff members actively participate in giving and receiving feedback, it creates a culture of continuous improvement and mutual support. From the perspective of constructive feedback, engagement can take various forms. Edmondson (2019) argues that creating psychological safety in the workplace is essential for effective feedback and conflict resolution. In psychologically safe environments, team members feel comfortable voicing concerns, offering suggestions, and engaging in constructive dialogue without fear of retribution. This approach not only helps in resolving conflicts but also fosters a sense of ownership and responsibility among team members for maintaining a positive work environment.
Furthermore, engagement through constructive feedback can help identify systemic issues that contribute to conflicts. Pearce and Pearce (2022) propose a communication-based approach to conflict management, emphasising the importance of open dialogue and active listening in resolving team disputes. By encouraging staff to engage in constructive feedback processes, healthcare organisations can address root causes of conflicts and improve overall patient care quality. West (2024) further supports this notion, highlighting the role of constructive feedback in fostering a culture of safety in healthcare settings. He argues that regular, open communication about safety concerns and performance issues can prevent minor problems from escalating into major conflicts or patient safety incidents.
In conclusion, constructive feedback is an essential tool for conflict resolution in healthcare settings. Its impact is particularly significant in diverse teams, where it can bridge cultural gaps and enhance collaboration. By fostering staff engagement through feedback processes, healthcare organisations can create a supportive environment that not only resolves conflicts effectively but also drives continuous improvement in patient care and team dynamics.
References:
Edmondson, A.C., 2019. The fearless organization: Creating psychological safety in the workplace for learning, innovation, and growth. Penguin Random House.
Pearce, C.L. and Pearce, J.L., 2022. Conflict management: A communication approach. Sage Publications.
Scott, J. and Carnevale, P.J., 2018. Negotiating with difficult people. Jossey-Bass.
Uphoff-Wesemann, C. and Rafferty, A.O., 2021. The impact of diversity on conflict management styles: A systematic review. Journal of Organizational Behavior, 42(3), pp.251-272.
West, M.A., 2024. The role of constructive feedback in fostering a culture of safety in healthcare. Journal of Patient Safety, 20(1), pp.42-48.
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Directions
DISCUSSION: APPLY KNOWLEDGE
Step 1: Review the scenario below.
You are a preceptor training a nurse who is new to your floor. One client in your shift assignment has Sickle Cell Anemia and requires a complex regimen of oxygen, intravenous (IV) fluids, and pain medication to manage their illness. During interprofessional team rounds, the new nurse states, “I think this client is just seeking pain medication and they aren’t really in that much pain. We should stop giving them so much medication and consider discharge to make room for clients with real illnesses.”
The conversation stops and interprofessional team members are unsure what to say to address the new nurse’s statement. Everyone is upset by her statement, and they begin to argue. The attending physician tells everyone from the team to pause rounds and meet in the conference room in five minutes to resolve this conflict.
Your assigned perspective is based on the first letter of your last name in the chart below.
M – R You are assigned to consider the different components of this scenario through the perspective of the importance of constructive feedback.
Step 2: Answer the discussion prompts below with explanation and detail.
Paragraph one: A supportive work environment is crucial to resolving conflict in any healthcare setting. What is the impact of your assigned perspective on conflict resolution within the interprofessional team? Paragraph two: Different work environments bring their own unique challenges and opportunities. How would the impact on conflict resolution be different, from your assigned perspective, if the healthcare setting had a highly diverse staff? Paragraph three: Engagement from all levels of staff is vital to understanding and addressing conflict. From your assigned perspective, how can engagement from staff contribute to understanding and addressing conflict resolution?References: Provide complete references for all citations.
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