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Conflict resolution 

Conflict resolution
Chapter:
Conflict resolution
Author(s):

Maria Flynn

, and Dave Mercer

DOI:
10.1093/med/9780198743477.003.0010
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date: 20 October 2018

Given the nature of nursing work and the stresses of any clinical environment, it is inevitable that conflict situations will emerge in day-to-day practice. Sometimes these can escalate into episodes of verbal or physical abuse, or prompt overt acts of aggressive or violent behaviours. These negatively charged interactions can occur between the service user and the nurse, within the multidisciplinary team, or as some form of dispute in employer/employee relations. The impact of conflict in the arena of care delivery can only ever be detrimental. Knowing how to use effective communication skills in any of these situations, to defuse anger or cope with volatile outbursts, is a valuable resource for adult nurses. This chapter explores individual interventions and organizational responsibilities where the primary aims are to maintain the dignity and safety of the patient and to support members of staff involved in the management of challenging incidents.

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