Managing Conflict

Better Essays
EBSCO Publishing Citation Format: APA (American Psychological Assoc.): NOTE: Review the instructions at and make any necessary corrections before using. Pay special attention to personal names, capitalization, and dates. Always consult your library resources for the exact formatting and punctuation guidelines. References Taylor, K. (2014). Managing conflict. Practice Nurse, 44(10), 32-34. <!--Additional Information: Persistent link to this record (Permalink): End of citation--> Managing conflict Medicolegal issues We live in an…show more content…
Patient Factors * Increased expectations and the difficulties in meeting these demands. Dissatisfaction with the care provided is perceived as the most common cause of aggression and violence * Strong patient emotions e.g. uncertainty, frustration, stress and anxiety. Anger is often secondary to emotions such as anxiety or grief * An underlying medical condition such as hypoglycaemia or psychotic illness * Physical symptoms including pain, headache or over-tiredness * Mental health problems such as * Personal problems e.g. financial, relationship, stress at work * Drugs and alcohol. Staff Factors * Under pressure staff-working in noisy cramped rooms, unable to trace or contact staff * In adequate staff numbers * Escalating the situation by confrontation, over-reacting, poor ccmmunication, inconsistencies in handling patients, patronising behaviour, ignoring a situation or falling to apologise. COMMUNICATION SKILLS Good communication with patients is likely to reduce the risk of conflict and violence. As nurses, how we communicate with our patients can have an impact on how difficult situations develop. We need to think about what we say and how we say it. We should rely on our strong communication skills to determine with our patients what they can expect from the services we provide. A study by American psychologist, Albert Mehrabian, determined that non-verbal communication represents over 50% of an interaction.[ 5]
Get Access