Communication and Conflict Management

Full Answer Section

   

• • 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?"

Therapeutic Communication: Absent and Recommendations There are no clear examples of therapeutic communication in this scenario. Here's how they could incorporate it:

• 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."

Jane's Legal Obligations Jane has an ethical and legal obligation to ensure patient safety during her shift. However, the extent of handover details can vary depending on facility policy and patient acuity.

• 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.

Director of Nursing's Response As the Director of Nursing, you should:

• 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.

By facilitating open communication and focusing on solutions, the Director of Nursing can help Jane and Joanna work together effectively and prioritize patient safety.  

Sample Solution

   

How Jane and Joanna Could Have Handled the Situation Differently

• 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?"