The case study depicts a conflict with two opposing sides – Martin against his colleagues. They have different goals: while Martin attempts to implement changes, the others consider them as an impediment to the regular pace of working. Therefore, it’s the competitive behavior that does not let them compromise.
If the CARE technique is implemented in this case, the order of the statements would be the following:
- Clarify: I am not comfortable with current care conditions for the residents.
- Articulate: This poses a problem because the current standards do not correspond to the required ones.
- Request: In the future, I need my team to support me and work on solving this issue.
- Evaluate: How can I help you to learn the benefits of the proposed change? Do you think that our collaboration will be effective?
Martin should use the ‘I’ statements to emphasize the problem’s importance for him. He also must structure his assertive response using clear and concise statements (Arnold & Boggs, 2016). Example: I understand how treating our residents using high-quality care standards is vital for me. Let me think of some alternatives that could ensure changes in implementation, and we will discuss them tomorrow.
The most common reason for conflict between nursing is poor communication which usually leads to debates and misconceptions. The other cause may be lack of commitment, resulting in negative health outcomes among patients and deteriorating relations with colleagues.
A nurse can help resolve a conflict by improving their communication and active listening skills to recognize a debate in its early stages. Moreover, they must remain calm and take none of the two conflicting sides to resolve the issue effectively.
A nurse should treat patients’ physical disorders paying attention to their emotional needs (Code of ethics for registered nurses, 2017). Such an approach fosters collaborative relations between a nurse and a patient and leads to more positive health outcomes.
Arnold, E. C. & Boggs, K. U. (2016). Interpersonal relationships: Professional communication skills for nurses (7th ed.). Elsevier.
Code of ethics for registered nurses. (2017). Canadian Nurses Association.