Conflict Resolution Skills
According to Hashish, Hamouda, and Taha (2015), conflict is healthy, common, and necessary for growth and Losa Iglesias and Becerro De Bengoa Vallejo (2012) have noted that conflict has been a vital factor of social functioning throughout history and the present, which has been widely defined in the literature.
Scenario
You are a newly hired Family Nurse Practitioner (FNP) who began working at the “Health For You, Family For Us clinic.” As for patient care in the clinic, you are currently under two doctors, Dr. Paul and Dr. Snick; however, Dr. Snick has been particularly unkind to you. After meeting with your third patient for the day, you realize that the patient needs a refill for his narcotics (oxycodone) for
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1. Win/win approach1
Win/win approach focuses on both parties being able to come together on appropriate terms, while feeling that each person has resolved their point and has expressed gratification that each party has essentially “won” after the conflict. Example: You express to Dr. Paul that Dr. Snick has been disregarding your narcotic prescription signing request. According to her, Dr Snick has been having a “rough patch” and stated that in the meantime you can resolve this by handing me the prescriptions to sign. This appears to be a win/win resolution; Dr. Paul is eager to help his new colleague, you are able to do your job effectively and Dr. Snick will not feel imposed on. 2. Creative response
Although Dr. Paul is eager to assist with your prescription signing, there are days when she may be unavailable and you’re left with the only option of Dr. Snick. Approaching the doctor, can take some bravado; however, you’re open to conversation and conflict resolution for the sake of a healthy, therapeutic work environment. Creatively, you express to Dr. Snick that he is the “best doctor that the world has ever seen” in hopes of conflict resolution, to lessen the tension and to hopefully receive a positive reaction. 3. Empathy Because Dr Snick has disregarded your prescription signing, you inquire about his reasoning. He then tells you that he is under a lot of pressure and that he does not want to be bothered by having to sign other colleague’s
What is your advice to Jerry? My advise to Jerry would be use integrity and be honest with the patient. Tell the patient you aren’t qualified to call in the refill, therefore you will let the doctor know after they return from lunch. Tell the patient you will call them after the doctor calls in the prescription, or you can have the doctor call him.
Despite all of the on top of, it's going to appear that giving patients medication isn't a very troublesome task, but it's one with life and death implications. According the U.S. Food and Drug Administration medication
Jerry has been trained as a medical assistant and well as LPN or licensed practical nurse. Having an occupation as being a medical assistant is regulated loosely in the U.S. In addition, many states lack medical assistant certification and training requirements. It may be surprising that licensing for medical assistants does not exist. Despite inconsistent regulation, every state mandates by law that whenever a medical assistant provides any type of direct patient care, the supervising physician or licensed health care professional must be physically present in the office or building (medicalassistant.net website, 2012). Another law that is consistent in every state is one that prohibits medical assistants from independently prescribing or refilling medications (medicalassistant.net website, 2012). Licensed Practical Nurses have a broader scope of practice than medical assistants do, but prescribing or refilling medications is not included. In this case study, only Dr. Williams is able to refill the medication. If Jerry decides to call in a refill he will be practicing outside of his professional scope and breaking state law.
According to the patient, he has an appointment with Wheeler Clinic, referring to his prescriber Laura kennedy on 01/24/2017 to have his scripts refill. The patient says, he has to see his prescriber monthly because she, referring to the prescriber, does not place an order for refills because she wants her patient to see her for updates of their well-being. Addressing the Nexium DR, the patient is prescribed through his PCP. The patient says, " I bought in the medication
While I was on my clinical rotation at Wal-Mart, I counseled a patient on her Warfarin prescription. During this rotation, I was doing most of the counsels under the direct supervision of the pharmacist. This particular experience, however, stood out from the rest of the consultations because she seemed very angry when picking up the medicine. I approached her and was prepared to deal with an angry patron. I started counseling her regarding her medication and she stated, “don’t worry, it doesn’t work anyway. My INR keeps going down even though they are upping the dose, and nobody cares about it.” This really raised a red flag with me because of the class of medication this is. I informed her that we cared and asked her what I could do to help her.
A win-lose orientation assumes that there can only be one winner in a conflict. This type of conflict can cause problems in a relationship, because it is generally followed by dissatisfaction and resentment from the ‘loser’ of the argument (Wood, 2016). The best solution to conflict is a win-win orientation. Everyone involved must be satisfied with the end result, and this may include compromise by both sides.
In theory, this a foolproof idea, but it is extremely flawed in actuality. The prescribing physician is typically the patient’s primary doctor who sees this patient on a routine basis. This physician has much more knowledge about the patient than the consultant, but he is still susceptible of making an error. The purpose of the consulting physician is to catch any errors that the primary physician may have made, but if the consulting physician does not see the patient on a regular basis, he is more likely to rely on the work of the primary physician. The risk that the consulting physician will be influenced by the diagnosis of the primary physician is too high, and no law can erase this
In an article published by Consumer Reports in 2011, 660 physicians were questioned regarding “What Doctors Wish Their Patients Knew.” (Chesanow, 2014). The topic that gained first place in the list was concerning patient noncompliance to medication and treatment. (Chesanow, 2014). It is reported that about 50% of the medications are not taken as prescribed by clinicians (Brown & Bussell, 2011). As a matter of fact, the number of noncompliant patients have significantly risen to levels considered as an epidemic (Chesanow, 2014).
A win-win approach Usually ways to resolve differences so that everyone gains. A good solution is one that everyone finds satisfactory. People who adopt win-win often discover solutions previously un-thought of b//c they are committed to their own & others’ satisfaction. Sometimes the result of compromises provide confirmation & protect the health of the relationship
Conflict is a fact of life - for individuals, organizations, and societies. The costs of conflict are well-documented - high turnover, grievances and lawsuits, absenteeism, divorce, dysfunctional families, prejudice, fear. What many people don't realize is that well-managed conflict can actually be a force for positive change.
In regard to the forceful method of conflict resolution mentality, I believe that many times this is the most appropriate form to use. As time goes by, feelings often get in the way and alter ones true thoughts and ideas. Meaning, if someone is highly offended by the conflict, they may use their emotions. Politics and emotions in and amongst the office setting play a large role in multiple decisions that one again can impact the office as a whole. Therefore, your analyzation of the facts available to you are the most important as you stated. To date what do your believe was your best and worst decisions based upon the facts presented to
The second form of conflict management is Compromising. This form brings along the idea that losing something is adequate when an individual gains a little. Both sides come to the middle to help serve the team and project on hand while making it possible for each person to maintain a portion of his or her original idea. The drawbacks of using this method are values and objectives can be lost in the process if they are compromised. Some of the demands from the other side may be too severe to come to a middle ground on. This method can also create other conflict if no respect for the compromise or the other team members exists. When this method is used to its full potential people of equal roles are equally committed to the team. “When the issue is to complex to just abandon the others ideas or perspectives and when the specific task that is being dealt with is only moderately important.” (Improving group, organizational or team dynamics when conflict occurs, 2008)
In trying to resolve the conflict between Reece and Patel, Edwards used an avoidance strategy. Instead of speaking directly about the root causes, or sources, of the conflict, Edwards focused on the behaviors and treated Reece and Patel like children. Edwards scolded them, and sent them off without bothering to find out what was bothering the two. Of course, this type of conflict resolution is ineffective because it fails to address the underlying issues. As Anderson (n.d.) points out, addressing the problem is key to conflict resolution. "When a conflict does happen, a manager needs to focus the conflicting parties on the issue and have them leave out any personal problems they may be having," (Anderson, n.d.).
Most patients tends to believe their physician cares for their well being when they wrote them a prescription to help them, yet their physician actually do not, as they are getting paid to prescribe the