Y

1. Resolving Conflict Between Nurse and Client
2 Def: CONFLICTTension rising from
incompatible needs, in which the actions of
one frustrate the ability to the other to achieve
a goal.
onflict resolution Identify conflict issues
Know your own responses to conflictSeparate problem from people
involvedStay focus on the issue and underlying motivation behind the position
of the other person took.Identify available optionsEstablished decision-making
process

2. • Assessing of Nurse – Client conflict
Self-awareness and self-monitoringKnowledge
about the stages of conflict (see Box 14-3, pp
375)The overt conflict????
• The conflict is covert
Nursing strategies to enhance conflict resolution
Prepare for encounterOrganize for
informationManage own anxiety or angerTime
the encounter use therapeutic relationshipTake
one issue at a timeMutually generate options and
solutionsMake request for behavioral change

3. • Evaluate conflict resolution
Identify clients intrapersonal conflict
resolutionTalk about itUse tension reducing
actionsDefuse intrapersonal conflict with the
nurseEvaluate
• 11 Interpersonal conflict
Demonstrate respectUse “I” statementMake clear
statementProper pitch and toneAnalyze personal
feelingsFocus on the presen

4. • Techniques for dealing with the anger
1. Pause-- The patient experiences being
understood, is therapeutic2. Stepping
back/backing off--lets patient diffuse the
emotion3. Consider motivation-- Secondary
gain? Hidden agenda?4. Empower the pt5.
Admit physician limitations6. Empathy