Conflict Resolution and Communication in Healthcare

Conflict Resolution and Communication in Healthcare Reflective Writing on Critical Incident in the Clinical Experience with Integration of Leadership Theories in Analysis. This write up aims at exploring a conflict that occurred in an urban private hospital concerning a patient, relatives and medical team. Its purpose is to reflect and critically study and understand a clinical incident and use it as a learning episode by use of reflective model. To identify the measures put in place to manage the conflict and the type of leadership skills and leadership theories used to resolve the conflict. Gibbs reflective cycle will be used to expound on the scenario as it unfolded. This is because Gibbs is clear and thus allows description, analysis and evaluation of the experience helping me to make sense of experiences and examines my practice (Gibbs, 1988). Conflict can be defined as disagreement in which the people involved feels that their needs, interests and concerns are threatened. Health care related conflicts are complicated because the care process is ongoing and involving a lot of emotional effort and professional relationships therefore tends to occur frequently and thus interpersonal conflicts, (Johansen, 2012) Incident description I once worked in private urban hospital and while there on my practice I encountered a scenario that left me thinking on how well our patients are informed and involved in their care. On this particular day I reported to work as usual and received the report in a high dependency unit, about the unit and the patients admitted. Special report given was that there were some pending investigative procedures on two patients to be facilitated by one consultant. This investigation were requested on the previous day therefore follow up was to be done during this shift to ensure they are done. After receiving the report we went for quick unit round and assessed the patient status and then the unit manager embarked on contacting the consultant to come and do the tests, efforts to trace him were futile since his phone was not going through. The unit manager contacted the second on call for the same and said that he was out of town thus not in a position of performing the test the same day. In this particular organization the patient and relatives are appraised on daily basis of everything that it’s to be done therefore the relatives were eagerly waiting for the test result when they came back during the visiting. When the relatives came back they wanted to know the test results unfortunately they were not available because the test had not been done, the manager and the doctor covering the unit tried to explain to them in vain. They became very furious and agitated and started using abusive language. Efforts to make them understand were futile. They walked out of the unit to have a discussion among themselves and in 30minutes they were back demanding that their patient be discharged against medical advice so that they can outsource the service elsewhere saying â€Å"you people do not care about our patient but we care about him and we are ready do anything possible to facilitate this test been done†. They signed the form for leaving against medical advice and left. From this episode a crisis meeting was convened to include the medical director, director of nursing the unit in-charge and the doctor who was covering the unit then and a critical analysis and evaluation of the scenario was done and it was resolved that this particular consultant always have an issue with his patient whenever he is on call and therefore it was agreed that the director of medical services and nursing service will meet with the doctor and have a one on one discussion in order to prevent a recurrence. It was also agreed that we follow up on this particular patient and find out what was their progress and whether they went for the test and to even apologize to them and let them understand that we care and patients interest come first and only that there was a problem on that day, the patient was traced and found to be doing well and they never went for the test on that particular day they had to wait until the next since they could not get the service where they went because it’s the same consultant who doing the procedure in that facility and therefore opted to come back to our facility for readmission and they very apologetic and remorseful for the actions â€Å"we regret our action and we want to apologize for unnecessary attention that we demanded for while your efforts was to ensure for better outcome of patient. We are sincerely sorry for the disturbance and our shameful acts† we reassured the relatives and readmitted the patient for continued care. Feelings This experience made me feel like we failed no matter how we tried explaining to the client and his relatives it never seemed to be working. I also felt that we failed to meet our goal of ensuring that patients are satisfied with the services they receive, though the unit manager was very composed throughout this situation and handled the relatives with a lot of care and caution she never seemed to be worked up by their demand. This leader portrayed very good qualities that I really admired and felt that I should emulate, she had a good charisma. Felt that she was a transformational leader because she displayed charisma and we as her juniors followed her way of instituting measures in place. She was able to reason with the relatives and explain on the events as they were unfolding even though they never paid any attention or reasoned with her, she explained of the challenge we were facing in the situation. She engaged the relative by stimulating them to understand through use of logical questions and exploring on their assumptions (Hendel, Fish Galon, 2005). I also felt the manager had some qualities of transactional leader because she was able to monitor the performance and step in to correct the situations as they arose and also utilized passive management since the problem arose unexpectedly and therefore rushed in to handle the situations (Hendel, Fish Galon, 2005). Utilization of these skills gave the manager an upper hand in handling the furious relatives and creating their understanding even though they decided to leave the hospital. Convening a crisis meeting by the management was a very important step as this created an opportunity to address the issue as it happened and come up with solutions to prevent recurrence and provide steps in handling the situation in case it recurs. The affected consultant was also give an opportunity to explain what transpired and he had a genuine reason because he was in theater doing a procedure and he called back to the facility after he was done to inquire why we were calling him them. I felt that the relatives also have role to play during care of their loved by been supportive and establishing a trusting professional relationship with the health professional to establish a common working ground. Decision to withdraw the patient from the hospital was solely made by the relative and the patient felt vulnerable and tossed around since he could not make sound decision there compromising on the patient care in the name of seeking for a service. Evaluation This episode provided a learning situation for me as I experience how difficult it might be in handling clients that you have already established a professional relationship with, and with all efforts to try and let the clients understand the situation by providing them with information. What was good about this incident is that the manager was very calm and composed all through and understood the feelings of the relatives concerning their loved one. She was able to utilize her skills optimally to handle the situation. What was bad about the situation is that the investigation was not carried out and the clients felt ignored or left out and thus opted to leave the hospital and seek services elsewhere as fate would have its way they never accessed the services on the material day because most of them are outsourced and the same consultant does the procedure in the facility they went too. They were embarrassed by their behavior and even come back to apologize on the same and we reassur ed them. Eventually they brought the patient for readmission. Study done in an Israel hospital on conflict resolution on nursing managers indicated that they mostly utilized transformational leadership style because it allows for creativity and flexibility in problem solving and scrutinizing all protocols and policies set to manage situation through critical analysis (Hendel, Fish Galon, 2005). Actions to withdraw the patient and interrupt care compromised on the patient health status and even the expected outcome. Analysis From this situation the patient’s relatives were right in demanding for action because they had been explained about the test, its importance and why the result may be needed to make decision on the way forward in patient’s management. On the same case having not done the test on the same day would not have worsened patient’s condition and still medical management would still be ongoing as we awaited the test to be done. The crisis meeting organized ensured the lasting solution is availed in order to improve on patient care and therefore a ensure quality care leading to better patient outcome. To effectively resolve a conflict a better understanding should be ensured through clear communication and understanding the crisis leading to disagreement. Therefore conflict resolution becomes an important aspect in prevention of errors occurring (Sportsman Hamilton, 2007). The unit manager utilized the transformational theory and understood that followers are an important aspect to facilitate leadership and that the follower is always accountable and with skills to critiques scenarios and issues as they unfold just like the leader does. Similar to the incident the manger took control of the situation vividly which was a learning opportunity for in the unit that day as potential leaders (Daft, 2008). Conclusion From this incident it can be concluded that the health team played their part well though an element of ineffective communication is evident since the relatives were aware that the test needed to be done in order to make decision on the management therefore emphasis had been put across thus explains their fury when it was not done. Leadership experience plays an important role in ensuring or equipping the leader with skills to handle situation in future thus creating an understanding of the theories used in leadership. For one to be effective leader one must learn whom they are what are the strengths and weaknesses establish a personal philosophy and be strong to stand firm and represent what we believe in terms of patients care and skills of conflict resolution (Daft, 2008). Action plan To work as a team is an important aspect of nursing and that effective communication is paramount in ensuring that the patient and relatives are well informed on the care provided to their loved ones. This experience has been an eye opener in me and it has made me realize that I can never be ready to solve a conflict this because each occurrence is always unique and present in a different manner, therefore utilization of leaderships skills become important. This will change the current practice because more emphasis will be on passing information to the relevant bodies. References. Daft, R.L. (2008). The Leadership experience. Mason, OH: SouthWestern. Gibbs, G., (1988) Learning by doing: a guide to teaching and learning methods, Oxford Polytechnic Further Education unit. Hendel T., Fish M Galon V. (2005) Leadership style and choice of strategy in conflict management among Israeli nurse managers in general hospitals; Journal of Nursing Management 13, 137–146 Mary L. Johansen (2012 ) Keeping the peace: Conflict management strategies for nurse managers Nursing Management: 43 ( 2) doi: 10.1097/01.NUMA.0000410920.90831.96 Sportsman S, Hamilton P(2007;). Conflict management styles in the health professions. J Prof Nurs. 23(3):157–166.

Computers In Modern Life Essay

Cause / Effect Essay Many phenomena, events, situations and trends can be better understood by describing their causes and effects. The cause and effect essay explains what happens and why it happens. Cause / Effect Essay Specific Vocabulary Obesity is a cause of / a reason for premature death. Media coverage affects / influences voting patterns. Media coverage leads to / gives rise to / brings about changes in voting patterns. Voting patterns are affected / are influenced by media coverage. Stress causes / produces / results in low exam scores. Low exam scores are caused by / are produced by / result from stress. Low exam scores are a consequence of / are a result of / are due to / the effect of stress. When / If there is constant economic instability, currency crashes occur. As a result of / As a consequence of constant economic instability, currency crashes occur. There is constant economic instability. As a result, / As a consequence, / Consequently, / Thus, / Therefore, / Hence, / For this reason, currency crashes occur. Because / Since / As some areas face extreme weather conditions, there is damage to property. Owing to / On account of / Because of / Due to the fact that some areas face extreme weather conditions, there is damage to property. Owing to / On account of / Because of / Due to extreme weather conditions, there is damage to property. Owing to / On account of / Because of / Due to extreme weather conditions, damage to property occurs. Cause / Effect Essay Structure While writing a cause / effect essay, the order of the main points given in the thesis statement is followed in body paragraphs. The following example is an outline for a cause essay about the reasons for cities becoming overcrowded. Thesis statement: There are two main reasons why these and other cities are becoming so crowded; one economic, the other socio-cultural. 1st body: economic reasons 1. cities are engines of development. 2nd body: socio-cultural reasons 1. education 2. urbanization The following example is an outline for an effect essay about the effects of the computer on life. Thesis statement: The two main areas in which computers have brought about a profound change in our lives are in the economic field and in the field of communications. 1st body: economic effects 1. computers in business 2. computers and national economies 2nd body: effects on communication 1. e-mail 2. globalization The sample shows essay organization Why are Cities Becoming Overcrowded? General Statements The fact that the world’s cities are getting more and more crowded is well-known. Cities such as Tokyo, Sao Paolo, Bombay and Shanghai are now considered ‘mega-cities’, because of their enormous size and huge populations. There are two main reasons why these and other cities are becoming so crowded; one economic, the other socio-cultural. First, the primary cause of cities becoming so crowded is economic. As a country develops, its cities become the engines of development, thus jobs are available in these areas. Frankfurt, Istanbul, Bombay and Sao Paolo are all the economic centres of their countries. For example, Tokyo was the motor for Japan’s rapid economic development in the 1960’s and 70’s; as a result, its population increased rapidly. People moved to Tokyo because they could find employment and establish economic security for themselves and their families there. Second, another factor in the huge increase in urban populations is the socio-cultural factor. Thousands of people migrate to the cities not only for jobs but also for educational and personal reasons. The  better universities are always located in big cities and this attracts thousands of students every year, and these students stay on and work in the city after they graduate. Moreover, young people will move to the city as the villages and rural areas are more custom and tradition oriented. Therefore, young people believe this is an obstacle to their personal freedom. Thesis Statement Topic Sentence Topic Sentence Concluding Sentence In conclusion, economic and cultural factors are the major causes of huge urban population. People will always move to the areas which provide opportunity and to the places which can give them the freedom they desire. Final Thought The sample shows essay connectors Why are Cities Becoming Overcrowded? The fact that the world’s cities are getting more and more crowded is well-known. Cities such as Tokyo, Sao Paolo, Bombay and Shanghai are now considered ‘mega-cities’, because of their enormous size and huge populations. There are two main reasons why these and other cities are becoming so crowded; one economic, the other socio-cultural. First, the primary cause of cities becoming so crowded is economic. As a country develops, its cities become the engines of development, thus jobs are available in these areas. Frankfurt, Istanbul, Bombay and Sao Paolo are all the economic centres of their countries. For example, Tokyo was the motor for Japan’s rapid economic development in the 1960’s and 70’s; as a result, its population increased rapidly. People moved to Tokyo because they could  find employment and establish economic security for themselves and their families there. Second, another factor in the huge increase in urban populations is the socio-cultural factor. Thousands of people migrate to the cities not only for jobs but also for educational and personal reasons. The better universities are always located in big cities and this attracts thousands of students every year, and these students stay on and work in the city after they graduate. Moreover, young people will move to the city as the villages and rural areas are more custom and tradition oriented. Therefore, young people believe this is an obstacle to their personal freedom. In conclusion, economic and cultural factors are the major causes of huge urban population. People will always move to the areas which provide opportunity and to the places which can give them the freedom they desire. The sample shows essay specific vocabulary Why are Cities Becoming Overcrowded? The fact that the world’s cities are getting more and more crowded is well-known. Cities such as Tokyo, Sao Paolo, Bombay and Shanghai are now considered ‘mega-cities’, because of their enormous size and huge populations. There are two main reasons why these and other cities are becoming so crowded; one economic, the other socio-cultural. First, the primary cause of cities becoming so crowded is economic. As a country develops, its cities become the engines of development, thus jobs are available in these areas. Frankfurt, Istanbul, Bombay and Sao Paolo are all the economic centres of their countries. For example, Tokyo was the motor for Japan’s rapid economic development in the 1960’s and 70’s; as a result, its population increased rapidly. People moved to Tokyo because they could find employment and establish economic security for themselves and their families there. Second, another factor in the huge increase in urban populations is the soc io-cultural factor. Thousands of people migrate to the cities not only for jobs but also for educational and personal reasons. The better universities are always located in big cities and this attracts thousands of students every year, and these students stay on and work in the city after they graduate. Moreover, young people will move to the city as the villages and rural areas are more custom and tradition oriented.  Therefore, young people believe this is an obstacle to their personal freedom. In conclusion, economic and cultural factors are the major causes of huge urban population. People will always move to the areas which provide opportunity and to the places which can give them the freedom they desire. The sample shows essay organization What effects has the computer had on our lives? The twenty-first century is already turning out to be the century of the computer. The computer revolution that started after the Second World War is now developing exponentially and computers are beginning to influence and take over nearly every aspect of our lives. Computers are clearly changing and affecting society in many ways. The two main areas in which computers have brought about a profound change in our lives are in the economic field and in the field of communications. The computer has led to immense changes in economic and business life. First, businesses now have to be computerised or they risk failure. Every big corporation bases its operations on computing, regardless of which sector they are in. For example, Coca-Cola, the BBC and Levi’s market and sell different products and services, yet they all share one basic property – without computers their operations would collapse. Second, computing is an economic dynamo. Japan, China, India and many other countries have large IT sectors which drive their economies upwards. Furthermore, the developed world is moving from an industrial-based economy to a computer and IT-based one. It is not just in business that computers have affected us so profoundly; communication has been revolutionised totally. Firstly, whereas before, people wrote letters, which would often take weeks to reach their destinations, or speak on the phone, which was terribly expensive, now they e-mail. For instance, instead of waiting weeks for a letter now, we can read it instantly, seconds after it’s been written. Secondly, many people use computers to communicate with people all around the world using chat rooms and chat programs, this was impossible before the computer became widespread. As a result, now people who live thousands of kilometres away from each other can communicate as much as they want and whenever they want using e-mail and/or chat rooms. Concluding Sentenc e Topic Sentence General Statements Thesis Statement Topic Sentence In conclusion, computers have had a profound effect on our lives in many ways and it is in business and communication that they have had the greatest influence. In the future, if the computer continues evolving at such speed, our business practices and methods of communication will undergo even more radical changes. Final Thought The sample shows essay connectors What effects has the computer had on our lives? The twenty-first century is already turning out to be the century of the computer. The computer revolution that started after the Second World War is now developing exponentially and computers are beginning to influence and take over nearly every aspect of our lives. Computers are clearly changing and affecting society in many ways. The two main areas in which computers have brought about a profound change in our lives are in the economic field and in the field of communications. The computer has led to immense changes in economic and business life. First, businesses now have to be computerised or they risk failure. Every big corporation bases its operations on computing, regardless of which sector they are in. For example, Coca-Cola, the BBC and Levi’s market and sell different products and services, yet they all share one basic property – without computers their operations would collapse. Second, computing is an economic dynamo. Japan, China, India and many other countries have large IT sectors which drive their economies upwards. Furthermore, the developed world is moving from an industrial-based economy to a computer and IT-based one. It is not just in business that computers have affected us so profoundly; communication has been  revolutionised totally. Firstly, whereas before, people wrote letters, which would often take weeks to reach their destinations, or speak on the phone, which was terribly expensive, now they e-mail. For instance, instead of waiting weeks for a letter now, we can read it instantly, seconds after it’s been written. Secondly, many people use computers to communicate with people all around the world using chat rooms and chat programs, this was impossible before the computer became widespread. As a result, now people who live thousands of kilometres away from each other can communicate as much as they want and whenever they want using e-mail and/or chat rooms. In conclusion, computers have had a profound effect on our lives in many ways and it is in business and communication that they have had the greatest influence. In the future, if the computer continues evolving at such speed, our business practices and methods of communication will undergo even more radical changes. The sample shows essay specific vocabulary What effects has the computer had on our lives? The twenty-first century is already turning out to be the century of the computer. The computer revolution that started after the Second World War is now developing exponentially and computers are beginning to influence and take over nearly every aspect of our lives. Computers are clearly changing and affecting society in many ways. The two main areas in which computers have brought about a profound change in our lives are in the economic field and in the field of communications. The computer has led to immense changes in economic and business life. First, businesses now have to be computerised or they risk failure. Every big corporation bases its operations on computing, regardless of which sector they are in. For example, Coca-Cola, the BBC and Levi’s market and sell different products and services, yet they all share one basic property – without computers their operations would collapse. Second, computing is an economic dynamo. Japan, China, India and many other countries have large IT sectors which drive their economies upwards. Furthermore, the developed world is moving from an industrial-based economy to a computer and IT-based one. It is not just in business that computers have affected us so profoundly; communication has been  revolutionised totally. Firstly, whereas before, people wrote letters, which would often take weeks to reach their destinations, or speak on the phone, which was terribly expensive, now they e-mail. For instance, instead of waiting weeks for a letter now, we can read it instantly, seconds after it’s been written. Secondly, many people use computers to communicate with people all around the world using chat rooms and chat programs, this was impossible before the computer became widespread. As a result, now people who live thousands of kilometres away from each other can communicate as much as they want and whenever they want using e-mail and/or chat rooms. In conclusion, computers have had a profound effect on our lives in many ways and it is in business and communication that they have had the greatest influence. In the future, if the computer continues evolving at such speed, our business practices and methods of communication will undergo even more radical changes.

Basic Needs Shank’s Old Boss Failed to Meet Essay

According to Maslow’s hierarchy, which basic needs did Shank’s old boss fail to meet? Explain why the needs have not been met. What could be done to meet these missing needs? The basic needs which Shanks old boss failed to meet are as follows: The need for self-actualization â€Å"the desire to become more and more what one is and to become everything that one is capable of becoming. † People who have everything can maximize their potential. They can seek knowledge, peace, esthetic experiences, self-fulfillment, oneness with God, etc. Emily Griffin from Flight 001 stated the ollowing: So it’s not that it’s better than nothing, but they do still recognize the contribution, even if I’m not quite getting it right. This negative statement tells me that the self-actualization is a missing component within this company. She is completing a project Just to get it accepted and not maximizing her potential and her highest level of functioning. Emily s hould be able to move through the needs to the highest level provided they are given an education that promotes growth. Use the Expectancy Theory and/or the Equity Theory of motivation to explain how feeling nderpaid might affect the work of a Flight 001 associate and what a manager can do to increase the employee’s motivation. A Flight 001 associate that feels underpaid may form perceptions of what constitutes a fair ratio (a balance or trade) of inputs and outputs by comparing our own situation with other ‘referents’ (reference points or examples) in the market place as we see it. In practice this helps to explain why people are so strongly affected by the situations (and views and gossip) of colleagues, friends, partners etc. in establishing their own personal sense of fairness or equity in their work situations. People need to feel that there is a fair balance between inputs and outputs. Crucially fairness is measured by comparing one’s own balance or ratio between inputs and outputs, with the ratio enjoyed or endured by relevant (‘referent’) others. If there is not a fair balance employees feel demotivated. Generally the extent of demotivation is proportional to the perceived disparity with other people or inequity, but for some people Just the smallest indication of negative isparity between their situation and other people’s is enough to cause massive disappointment and a feeling of considerable injustice, resulting in demotivation, or worse, open hostility. Some people reduce effort and application and become inwardly disgruntled, or outwardly difficult, recalcitrant or even disruptive. Other people seek to improve the outputs by making claims or demands for more reward, or seeking an alternative Job. A Manager can increase employee motivation with financial rewards – pay, salary, expenses, perks, benefits, pension arrangements, onus and commission – plus intangibles – recognition, reputation, praise and thanks, interest, responsibility, stimulus, travel, training, development, sense of achievement and advancement, promotion, etc. Managers need to understand the Equity Theory – and especially its pivotal comparative aspect – to be able to appreciate and improve one person’s terms and conditions to resolve that individual’s demands. Equity Theory reminds us that people see themselves and crucially the way they are treated so they must be managed and treated accordingly. Based on Herzberg does Two Factor Theory, what hygiene factors can you identify that are being met within Flight 001 ‘s work environment based on comments made by employees in the video? How are they being met? Is Flight 001 ‘s work environment meeting any motivation factors? If so, which ones and how? The hygiene factor that are being met within Flight 001 ‘s work environment are as follows: Working conditions, Company Policies and Interpersonal relations. Flight 001 has great working conditions for their employees and they pay attention to detail as far as letting their employees know that they are ot Just a number but as important as the any other employee where they are at a higher level of management and this also creates interpersonal relations between all employees and making them feel as adequate as the next. Due to the new baggage policy and charges customers want to bring more carryon luggage on the plane. The employees were informed and trained on how to react to this new policy in a positive manor to satisfy the customer. References http://stewardess. inhatc. ac. kr/philoint/general-data/maslow’s-hierarchy-of- needs-I . htm http://www. businessballs. com/adamsequitytheory. htm

The United States Federal Government Essay - 1429 Words

The quality of life today for most Native Americans is drastically lower than that of the average non-Native American. Why? The United States federal government failed to continue the upward economic trajectory of the Native peoples. The aid and reconciliation Calvin Coolidge desired were not continued successfully. Instead, it is evident that while the Department of the Interior and the Presidential administrations after Coolidge have have had empathy and a desire for the Native Americans’ good, they mis-target the needs of this people group, and created numerous unwanted side-effects. Calvin Coolidge had a heart for the Native American people, and desired to see them flourish as true Americans. They had no hope in this endeavor until under Coolidge, the U.S. government granted them citizenship in June, 1924 via the Snyder Act, also known as the Indian Citizenship Act. Coolidge’s goal was an all-around better life for Native Americans, one that mirrored that of non-Nat ive Americans. He said in his Sixth Annual Message, given December 8th, 1928, The administration of Indian affairs has been receiving intensive study for several years. The Department of the Interior has been able to provide better supervision of health, education, and industrial advancement of this native race through additional funds provided by the Congress. The present cooperative arrangement existing between the Bureau of Indian Affairs and the Public Health Service should be extended. TheShow MoreRelatedThe United States Federal Government942 Words   |  4 PagesThe United States federal government should limit the influx of refugees into the United States. Currently, three different entities oversee the United States Refugee Admissions Program. 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Here in the United States we have a representative democracy, the government operates as if it is running a serviceRead MoreThe United States Federal Government875 Words   |  4 PagesToday, many Americans are firm believers that the federal government is constantly overreaching and causing citizens to feel harassed and mislead. The idea that the federal government has become overly powerful is exceedingly common throughout the United States. In many cases, the federal government does overstep by inappropriately using the power that they possess. However, there is a fine line between rebelling against the federal government for your own freedom and completely overlooking all ofRead MoreThe United States Federal Government1346 Words   |  6 PagesThe United States federal government is composed of three institutions, the Congress, the President, and the Supreme Court. 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