3.2.4 health
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Health Science
Date
May 3, 2024
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3.2.4 Practice: Predicting Conflict
Practice
Principles of Health Science Sem 1
Points Possible:
40
Name:
Date:
Reflect (10 points)
Answer the following questions regarding conflict and conflict resolution.
1. You're a new employee at a clinic. As you begin your new job, what are the five sources of conflict you could face in this work environment? (2 points)
Poor communication
Poor work environment Inadequate training
Lack of equal opportunities
Discrimination
2. What are two strategies you could use when you notice that two or more of your coworkers are involved in a conflict? (2 points)
1.
Listen to both sides of the story. 2.
Tell your boss to handle the argument. 3. You will likely notice in both personal and professional settings that people handle conflict differently. Describe one positive and one negative way you've seen someone face conflict. (2 points)
A negative way to face conflict is to start yelling at the other person saying they're not doing it right. A positive way to face conflict is to nicely correct them on something they may have misplaced or did something wrong.
4. What are two common causes of conflict between a health care professional and a patient? (2 points)
The patient might not like the way the professional was talking or the medication they prescribe.
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5. What is a strategy you could use in order to try and prevent potential conflicts with a patient? (2 points)
Be patient Be respectful
Be open to anything Analyze (10 points)
Analyze the following scenario and answer the questions that follow.
Shelly and Linda are on a nursing team that works the second shift at the local hospital. Their facility is currently understaffed, so most employees have been working overtime each week for a month. Last night, Shelly and Linda had an argument. Linda noticed that Shelly did not immediately label a specimen after drawing blood from a patient. Linda yelled at Shelly, saying
she was incompetent. Linda told Shelly that now the specimen could easily be lost or
mislabeled with another patient’s name. Shelly was frustrated and embarrassed, but ignores Linda to avoid further confrontation.
Shelly’s next patient is a pregnant woman who comes in for a check up. When Shelly finds out that the woman refuses to take prenatal vitamins because she prefers herbal treatments, Shelly tells the woman, “If you care about your baby, you would be taking the vitamins. Nothing else is effective for prenatal care.”
1. What is one possible cause of the conflict between Shelly and Linda? (2 points)
The conflict is the specimen was not immediately labeled 2. Consider how Shelly handled the conflict.
Shelly did the right thing in handling the conflict.
a. What strategy did Shelly use? (1 point)
She ignored linda.
b. Do you think this was an effective strategy for resolving conflict? Why or why not? (1 point)
No, this is not a good way to resolve a conflict. Linda should not have yelled at Shelly but she should have labeled it right away to not get anything mixed up.
3. How could Shelly and Linda have resolved the conflict differently? (2 points)
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Linda should’ve come up to Shelly in a private space and tell her what she did wrong nicely. If Linda was nice and understanding about the mistake Shelly would have not ignored her or been embarrassed.
4. What is one possible cause of the conflict between Shelly and her patient? (2 points)
Shelly was rude to the patient and caused a conflict.
5. How could Shelly have handled her communication with the patient differently in order to avoid conflict? (2 points)
Shelly should have understood why she wants to take herbal treatments instead. She used the wrong words and should figure out a vitamins with herbal treatments that would do the same thing for her baby.
Synthesize (20 points)
You work in the medical records department of a hospital, and your supervisor asks you to help him prepare instructional material for new hires. One of the items he would like you to create is a packet on conflict management that demonstrates what causes conflict, how people react to conflict, and what strategies people can use to solve conflict.
To create the packet, complete the following activities:
1. Write three scenarios based on conflict between two or more people in the health care setting. This might be between two employees and a supervisor, two coworkers, or an employee
and a patient. Each scenario should be 3–5 sentences in length. (6 points)
Conflict 1: Emma, an employee could be a little new to the job and Lucy has been there for a long time. Lucy did not want anyone else to work with her, Emma was doing something wrong and Lucy started raising her voice at her.
Conflict 2: Randy got mad at the doctor for treating him worse than he does to all of the other employees.
Conflict 3: Jerry and Ava work at a doctors office together, there is also Kennedy in there too. Jerry and Ava are starting to like each other and leave all the work to Kennedy because they are just talking and leaving to go have lunch. Kennedy got mad at them and they didn't understand why.
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2. Consider conflict resolution in your scenarios:
a. For each scenario, write 1–2 sentences proposing at least two strategies that the involved parties could've used in order to resolve the conflict. (6 points)
Conflict 1: to resolve the conflict they should talk it out first then handle it at the office. Lucy should understand that there is going to be more employees than just her and she has to deal with it.
Conflict 2: to resolve this conflict Randy should talk to the doctor in a private space and discuss what he thinks is wrong. The doctor should treat all of the employees the same.
Conflict 3: To resolve this conflict Kennedy needs to talk to them about her issue. And then see if they can help when they are working and then they can go to lunch after work.
b. For each scenario, write 1–2 sentences describing why these strategies are effective forms of conflict resolution. (8 points)
Conflict 1: this is a conflict resolution because they talked it out and didn't get mad anymore.
Conflict 2: This conflict resolution is effective because Randy talked to the doctor, the doctor didn't realize that was happening and then it was better ever since. Conflict 3: This conflict resolution is effective because, Jerry and Ava understood what Kennedy was saying and they all agreed to work while there at work.
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