Resolving conflict can be challenging and may include mediat ✓ Solved
Resolving conflict can be challenging and may include mediators to reach an agreement. Given an example (real life) of a conflict. Discuss the cause of the conflict, the parties involved, and how the conflict was resolved, and if you think the resolution was fair to all the individuals involved. Explain how the conflict could have been avoided in the first place if applicable. Define how the applicable DNP essentials were explored or associated with the weekly discussion topic.
Describe which of the Leadership role competencies were accomplished in this week's discussion. How? Your discussion needs: 1. A minimum of 400 words in your initial thread 2. Sources less than five years old.
3. Post your original response by Wednesday 6:59 PM 4. Include the DNP essential
Paper for above instructions
Introduction
Conflict within healthcare environments is an inevitable aspect of professional interactions. As healthcare organizations continue to grow more complex and interdisciplinary, differing perspectives, priorities, and communication styles often give rise to tensions. When not addressed effectively, conflicts can impair teamwork, decrease morale, and negatively affect patient safety outcomes. This essay explores a real-life example of a conflict in a primary care clinic, examining its causes, the parties involved, and the resolution process. It evaluates whether the outcome was fair, analyzes how the conflict could have been avoided, and connects the discussion to relevant Doctor of Nursing Practice (DNP) Essentials and leadership role competencies. The goal is to illustrate the importance of effective conflict management as a critical component of advanced nursing leadership and patient-centered care.
Real-Life Example of a Conflict
The conflict occurred in a busy primary care clinic between a nurse practitioner (NP) and a registered nurse (RN) regarding medication administration procedures. The NP had introduced a policy requiring all insulin dosages to be verified by a second nurse before administration after two near-miss medication incidents. The RN perceived the new procedure as a lack of trust in her skills and judgment, leading to growing tension between her and the NP. The disagreement soon affected team communication, resulting in a strained work environment and increased patient care delays. Other nurses began to take sides, which further polarized the clinic staff.
Causes of the Conflict
The root cause of the conflict stemmed from poor communication and lack of shared understanding regarding the rationale behind the new protocol. The NP’s decision was based on evidence-based practice aimed at enhancing patient safety, while the RN perceived it as micromanagement and an erosion of professional autonomy. According to Thomas (2021), communication failures are the leading cause of interpersonal conflict in healthcare, especially when changes are introduced without adequate explanation or staff engagement. Additionally, role ambiguity and an absence of a clear chain of communication contributed to the problem. The organization did not have a structured approach for discussing policy updates, leaving staff members uninformed and frustrated. Stress related to high workloads and differing professional values further amplified emotional responses.
Parties Involved and Conflict Resolution
The main parties involved were the NP, the RN, and the clinic manager, with indirect involvement from other nursing staff and administration. Initially, informal attempts to resolve the issue failed due to defensiveness on both sides. Recognizing the impact on team morale, the clinic manager initiated formal mediation facilitated by the human resources department. The mediator encouraged both parties to articulate their perspectives and focus on shared goals. The NP presented evidence showing that insulin administration errors were among the leading causes of hospital readmissions and patient harm, while the RN described the operational burdens introduced by the double-check system. Through guided dialogue, both parties agreed on a compromise—implementing electronic verification software and providing additional staff support during peak hours. The resolution was documented, and follow-up meetings were scheduled to monitor progress.
Evaluation of Fairness
The resolution process was largely fair and transparent. Both parties were given equal opportunities to express their concerns and participate in developing the solution. The use of a neutral mediator ensured that the process remained impartial and centered on the clinic’s mission of patient safety. The agreement addressed both safety and workflow efficiency, demonstrating a balance between clinical autonomy and organizational accountability. According to Moore and Jones (2022), fair conflict resolution is characterized by open communication, active listening, and mutual respect. In this case, fairness was achieved by focusing on evidence-based practices rather than personal differences, leading to a solution that improved both relationships and operational outcomes.
Prevention and Lessons Learned
This conflict could have been avoided through proactive communication, staff engagement, and shared decision-making. Before implementing the new policy, the NP could have conducted a team meeting to present the data supporting the change and invited staff input. Engaging nurses in policy discussions fosters ownership and reduces resistance (Sullivan et al., 2021). The organization could also implement a standardized change management protocol requiring staff feedback and training before new procedures take effect. Regular team-building activities and leadership training in emotional intelligence would further promote trust and reduce conflict likelihood. According to Goleman (2018), emotionally intelligent leaders who demonstrate empathy and transparency can anticipate and diffuse tensions before they escalate.
Application of DNP Essentials
Several DNP Essentials were directly applied in this conflict scenario.
- Essential II – Organizational and Systems Leadership for Quality Improvement: The NP demonstrated leadership by identifying a safety issue and implementing an evidence-based protocol to reduce errors. The subsequent mediation process represented a systems-based approach to quality improvement.
- Essential VI – Interprofessional Collaboration for Improving Patient and Population Health Outcomes: The mediation process reflected interprofessional collaboration and communication, fostering teamwork and mutual respect.
- Essential VIII – Advanced Nursing Practice: The NP applied evidence-based reasoning and ethical decision-making to advocate for safe clinical practices.
These essentials emphasize the integration of leadership, communication, and evidence-based care in achieving improved patient outcomes and organizational performance.
Leadership Role Competencies Demonstrated
Several leadership competencies were evident in the resolution process. The NP exhibited communication and relationship management by actively listening to staff concerns and facilitating open discussion. The clinic manager demonstrated systems thinking by considering how workflow adjustments could maintain efficiency without compromising safety. The mediator modeled ethical leadership by ensuring fairness and impartiality throughout the process. These competencies are consistent with Broome and Marshall’s (2021) framework, which highlights transparency, accountability, and collaboration as essential traits of effective nursing leaders. Ultimately, the conflict resolution process strengthened team cohesion, improved morale, and reinforced a culture of continuous improvement.
Broader Implications and Reflection
This case underscores the importance of communication, empathy, and shared governance in healthcare leadership. Conflict, when managed constructively, can serve as a catalyst for innovation and process improvement. The experience highlighted that conflict management is not merely about resolving interpersonal disputes but about aligning organizational practices with professional values. The implementation of technology-driven solutions like electronic verification demonstrated how evidence-based practice can balance efficiency and safety. As a nurse leader, the lesson learned is that early engagement and transparency are key to preventing misunderstandings and fostering a psychologically safe work environment.
Conclusion
In conclusion, resolving conflicts in healthcare requires empathy, fairness, and a structured approach rooted in ethical leadership. The case between the NP and RN illustrates how miscommunication and unclear expectations can escalate into workplace tension but also how mediation and collaboration can restore trust and improve systems. The fairness of the resolution was ensured through participatory dialogue and shared accountability. Preventive measures such as open communication, role clarity, and emotional intelligence training could minimize similar issues in the future. Aligning these practices with DNP Essentials and leadership competencies ensures that conflict management remains a pillar of advanced nursing practice, promoting safe, effective, and compassionate care delivery.
References
- American Association of Colleges of Nursing. (2021). The essentials: Core competencies for professional nursing education. AACN.
- Broome, M. E., & Marshall, E. S. (2021). Transformational leadership in nursing: From expert clinician to influential leader (3rd ed.). Springer.
- Clark, C. M. (2022). Fostering civility in nursing education and practice. Sigma Theta Tau International.
- Goleman, D. (2018). Emotional intelligence: Why it can matter more than IQ. Bantam Books.
- Moore, L., & Jones, S. (2022). The role of mediation in resolving healthcare conflicts. Journal of Nursing Management, 30(6), 1534–1542.
- Pham, J. C., Girard, T., & Pronovost, P. (2020). What to do with near misses in patient safety. BMJ Quality & Safety, 29(1), 24–28.
- Sullivan, E. J., Garland, G., & Tschannen, D. (2021). Communication, conflict, and conflict management. Leadership and Management for Nurses (11th ed.). Pearson.
- Thomas, M. (2021). Managing interpersonal conflict in healthcare teams. Nursing Ethics, 28(5), 765–778.
- Wagner, J., & Bear, M. (2020). Communication and collaboration in healthcare teams. American Journal of Nursing, 120(10), 30–38.
- Ystaas, L. M. K., Nikitara, M., & Constantinou, C. S. (2023). The impact of transformational leadership in the nursing work environment. Nursing Reports, 13(3), 1271–1290.