CONFLICT MANAGEMENT AND DECISION MAKING

 CONFLICT MANAGEMENT AND

 DECISION MAKING

a) Definitions (10%)

i. Conflict (5%)
Conflict refers to a disagreement or clash between individuals or groups due to differing needs, values, beliefs, interests, or goals. It can manifest as a struggle for power, resources, or recognition and can arise in various contexts, including workplaces, relationships, and communities.

ii. Conflict Management (5%)
Conflict management involves the process of identifying and addressing disputes or disagreements constructively. It includes strategies and techniques to minimize the negative aspects of conflict while maximizing the positive outcomes, aiming to achieve resolution and restore relationships between the parties involved.

---

b) Sources and Methods of Resolving Conflict

i. Five Sources of Conflict (10%)

1. Differing Values and Beliefs
   Conflicts can arise from fundamental differences in personal or professional values, ethics, and beliefs among individuals or groups.

2. Role Ambiguity
   Unclear roles and responsibilities can lead to misunderstandings and conflicts, particularly in team settings where tasks are overlapping or undefined.

3. Competition for Resources
   Limited resources, such as time, money, and staffing, can create tension among employees competing for the same assets.

4. Personality Differences
   Diverse personality traits and working styles can lead to friction, especially if individuals have conflicting approaches to work and communication.

5. Communication Breakdowns
   Misunderstandings, lack of communication, or ineffective communication channels can contribute to conflicts, leading to frustrations and disputes.

---

ii. Five Main Methods of Resolving Conflict (30%)

1. Collaboration
   This method encourages all parties to work together to find a mutually beneficial solution. By fostering open communication and active participation, collaboration seeks to address the needs and concerns of everyone involved. For example, organizing a meeting where both newly deployed and old nurses can express their perspectives and work together to develop a fair shift allocation plan.

2. Compromise
   In this approach, both parties agree to give up something to reach a solution. Compromise can be effective when both sides have valid concerns and are willing to make concessions. For example, the old nurses may agree to adjust their shifts in exchange for a guarantee of fewer night shifts.

3. Avoidance
   Sometimes, avoiding the conflict temporarily may be the best option, especially if the issue is minor or emotions are running high. However, this should not be a long-term solution, as it may lead to unresolved tensions.

4. Accommodation
   This method involves one party prioritizing the other's needs or desires to maintain harmony. It can be beneficial in situations where the conflict is less significant to one party, allowing for peace in the team. For instance, a new nurse may decide to accommodate an old nurse's request for preferred shifts to foster goodwill.

5. Mediation
   Bringing in a neutral third party to facilitate discussions can help resolve conflicts when direct negotiation is not effective. A mediator can guide the conversation, ensuring both sides are heard and helping them find common ground.

---

c) Decision-Making Process

i. Definition of Decision Making (5%)
Decision-making is the process of identifying and choosing the best course of action from available options. It involves evaluating alternatives based on criteria such as feasibility, effectiveness, and alignment with goals.

ii. Seven Steps Involved in the Decision-Making Process (35%)

1. Identify the Decision Requirement
   Recognize and clearly define the issue that needs a decision. In this case, the decision is related to shift allocation for the nursing staff to resolve the conflict between newly deployed and old nurses.

2. Gather Relevant Information
   Collect data and insights related to the conflict and shift allocation. This may involve understanding the preferences of both groups, assessing workload requirements, and reviewing previous scheduling practices.

3. Identify Alternatives
   Brainstorm possible options for shift allocation that could satisfy both groups of nurses. Consider alternatives such as rotating shifts, implementing a fair bidding system, or setting up a committee to oversee shift assignments.

4. Evaluate Alternatives
   Assess the pros and cons of each alternative based on factors such as fairness, staff satisfaction, impact on patient care, and adherence to hospital policies. Consider input from both groups of nurses during this evaluation process.

5. Make a Decision
   Choose the most suitable alternative based on the evaluation. For example, decide to implement a rotational shift system that accommodates the needs of both newly deployed and old nurses.

6. Implement the Decision
   Communicate the decision clearly to all staff involved and put the chosen solution into action. Provide necessary training or guidance to ensure a smooth transition to the new shift allocation process.

7. Evaluate the Results
   After implementation, monitor the situation to assess whether the decision has effectively resolved the conflict and met the needs of the nursing staff. Be open to feedback and ready to make adjustments if necessary to ensure ongoing satisfaction and collaboration.