We work in highly charged dynamic work
We work in highly charged dynamic work environments where the stakes are very high—literally people can live and die. That’s why management and leadership are critical issues for discussion. We know that conflicts and disagreements are inevitable in the environments in which we work. In fact, diversity of opinion and the ability to think in a different way, and to feel free to discuss it are actually highly valued attributes in an organization. In this case study, we focus on something that leaders are often called in to do. That is, to mediate and resolve conflict. As you consider the case study and start framing your thoughts, it’s important to focus on the issue or the problem, not the individuals. Now let me tell a story that is probably not too unfamiliar to you. Phyllis and Mr. Blue It’s been a really busy week on the hospital surgical floor. The unit has been short-staffed and has also been running at 90% occupancy for the last six weeks. Many of the patients have had complex clinical cases as well as social issues. The nurses are at the team station having handoffs. One of the nurses, Phyllis, learns that she has been allocated Mr. Blue once again. Mr. Blue has multiple chronic conditions, is recovering from major abdominal surgery, and has MRSA, which requires a set of procedures to prevent infection transmission. It is challenging for Mr. Blue to stay at home because he is unable to take care of himself. Or, at least that’s what his two daughters think. Mr. Blue has a very different opinion, and so do his other five children. They want him to go home and to see how he does. But two of his daughters are adamant that he should go to a care facility. Every day that Phyllis has taken care of Mr. Blue has been challenging. Not so much because of the clinical care, but because she often feels that she’s thrown into interpersonal conflict with the family. There are interdisciplinary issues at play as well. He has multiple chronic conditions and is being seen not only by the surgeon but also by the respiratory team, the cardiology team, the diabetes team, and the renal team. And it’s likely that he may be looking at dialysis. Johns Hopkins University School of Nursing 525 North Wolfe Street, Baltimore, MD 21205, 410 – 955 – 7548, www.nursing.jhu.edu As you can see, there is a lot going on for Mr. Blue, which means there is also a lot going on for Phyllis. When Phyllis sees that she is allocated Mr. Blue for a fourth day, she is disappointed, overcome, and— because she is doing this as an extra shift—exhausted. After the handoff, Phyllis approaches Joan, the team leader, and asks, “Why am I assigned to Mr. Blue for another day?” Joan sees this as a challenge to her workload allocation process, which she put a lot of thought into. She had allocated Phyllis to that patient because Phyllis is a competent and highly regarded nurse. And Joan also thought that since Phyllis was doing the unit a favor by taking an extra shift, it might be easier on her to have the same patient again rather than be allocated a new, unfamiliar one. There is an ensuing heated conversation between Phyllis and the shift team leader at the nurses’ station. They both are exasperated and walk away from each other with a feeling of frustration as the key emotion. You are a charge nurse and are sitting in your office when Phyllis comes in and says, “I can’t take this anymore. I agreed to take on this extra shift to help the unit, but I don’t think it’s fair that I am allocated the most complex patient on the unit.” You reply, “Okay, Phyllis, I will talk to the shift team leader and investigate and get back to you. But thank you for coming in today. We really appreciate it. And I will do everything I can to make sure this shift works out well for you. ” You think you have one version of events and are trying to process things when the team leader, Joan, comes into your office, sits down, and sobs. You run for the tissues, and it takes five full minutes before Joan is composed enough to tell you about the problem.
******CLICK ORDER NOW BELOW AND OUR WRITERS WILL WRITE AN ANSWER TO THIS ASSIGNMENT OR ANY OTHER ASSIGNMENT, DISCUSSION, ESSAY, HOMEWORK OR QUESTION YOU MAY HAVE. OUR PAPERS ARE PLAGIARISM FREE*******."
