Communication and Conflict Management
Full Answer Section
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- Offer Solutions:Jane could have offered alternative solutions. "I can give you a quick overview and answer any questions you have while we count narcotics. Then, if you have time later, I can do a more detailed report on the stable patients via email."
- Joanna:
- Apologize for Lateness:A simple apology acknowledges the inconvenience caused. "Hi Jane, I'm so sorry I'm late. Traffic was terrible."
- Emphasize Understanding:Joanna could show empathy for Jane's situation. "I understand you need to leave on time for childcare. How can I best support you in handing over?"
- Work with Time Constraints:Joanna could have acknowledged the time pressure and adapted her approach. "Let's prioritize urgent cases, and I can review the rest on the report sheet later. Is there anything specific you're concerned about?"
- Use "I" Statements:"I feel stressed because I need to leave on time for childcare." (Jane)
- Active Listening:Joanna could show active listening by summarizing key points and asking clarifying questions.
- Focus on Collaboration:Both parties could focus on finding a solution that works for them. "Let's work together to ensure a smooth handover despite the time crunch."
- Not Abandoning Clients:Leaving a written report with medication counts completed suggests Jane did not abandon her patients.
- Potential for Improvement:While a written report is helpful, a verbal handover discussing critical information and changes in condition is generally considered best practice for safe patient care.
- Meet with Jane and Joanna Separately:Gather individual perspectives without blame.
- Acknowledge the Conflict:Recognize the situation and its impact on patient care and staff morale.
- Review Policies:Remind both parties of handover procedures and the importance of on-time arrival.
- Focus on Solutions:Facilitate a discussion to find solutions for timely handovers. This could involve exploring alternative shift schedules, exploring options for Jane's childcare situation if possible, or implementing stricter consequences for lateness.
- Communication and Teamwork:Emphasize the importance of clear communication and teamwork to ensure patient safety and a positive work environment.
- Follow-up:Monitor the situation and ensure communication channels remain open for future conflicts.
Sample Solution
How Jane and Joanna Could Have Handled the Situation Differently
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Jane:
- Acknowledge the Delay: Instead of diving straight into the report, Jane could have acknowledged Joanna's lateness and its impact. "Hi Joanna, thanks for coming in. I see you're running a bit behind, and I need to leave at 7:15am sharp due to childcare commitments. Can we prioritize the urgent cases and then I can brief you on the stable patients later?"
- Set Boundaries: Jane could have firmly, but respectfully, stated her time constraints. "I've documented everything in the report, but I need to leave in 8 minutes. Is that workable?"