We all have, at one time or another, had to deal with conflict in the workplace. For NOVA members, those situations may range from harmless—like dealing with a difficult colleague—to potentially life threatening. In this month’s blog we asked some NOVA members if they have had to deal with difficult situations and how they resolved those conflicts in the workplace.

Dealing with Difficult Coworkers

Some situations may be easily resolved by talking to a coworker with whom you are experiencing a conflict. However, sometimes it’s not you, it’s them. Ernestine Goode, MSA, BSN, RN, CRRN, CBIS, had a situation where she felt she was being treated unfairly even though no issues or concerns had been raised by TJC, CARF, PVA, or OIG. “There were no findings, but this person proceeded to document opinions and not facts,” Goode said. “The situation was dealt with using human resources and administrative means. This person was removed from the VA.” Taking the issue to her employer’s human resources department allowed the right people to handle the situation. Had Goode tried to resolve the issue herself, she may have exacerbated the false reports and documentations leading to an even bigger problem. While you might be able to resolve issues with a colleague by yourself, sometimes you need to enlist the help of HR or your superior.

For More Serious Matters

Betty Ogren, LPN, had a situation that had the potential to put lives at risk. Some employees at her facility were not wearing masks that help prevent the spread of COVID-19. “Employees were educated regarding the importance of using masks to prevent the spread of COVID-19,” said Ogren. Yet she regularly saw staff not complying with mask-wearing recommendations. “I asked leadership to send weekly reminders to all staff to address the situation.” Ogren’s conflict resolution skill was to go directly to leadership. She saw a problem that had the potential to be dangerous, and engaged leadership to address it.

The Role of Self Awareness

An important part of conflict resolution is self awareness. Sometimes you have to step back and look at yourself—are you overreacting? Are your colleagues’ problems caused by them or you? It may be difficult to remove yourself from your emotions and objectively consider your role in the conflict, but it may remedy the situation. 

When in a leadership position (or as an employee), it may be difficult not to take comments personally. For Kelly D. Skinner, DNP, APRN, NP-C, GNP-BC, CRRN, WCC, CFCN, it was difficult at first for her to talk to the staff and supervisors about advancements/promotions recommendations, of which she was involved. “I serve as chairperson for the Nurse Professional Standards Board at my facility,” Skinner said. “When I assumed this role, I wasn’t initially comfortable discussing the board action results with unhappy staff and supervisors who didn’t get advanced or promoted. However, I quickly learned not to take their comments personally.” 

Skinner used this as a learning opportunity to provide professional guidance. “I don’t become defensive, aggressive, or angry when staff express their frustration,” Skinner said. “I use it as an opportunity to listen carefully, explain the proficiency process, respectfully provide constructive criticism on their proficiency or reconsideration request narrative, and offer advice and support. I keep the conversation goal-oriented and try to avoid any drama. I actually enjoy these encounters at work now.”

Dealing with a difficult situation at work may sometimes be uncomfortable, knowing some conflict resolution techniques can really change how your workplace functions when tensions run high between yourself and colleagues. You may be able to handle some conflicts by yourself, while others are more appropriately handled by leadership or HR. Finally, when you do directly or indirectly deal with the situation, take it as a learning experience, or if you're in a leadership position, use it as a way to give guidance and offer assistance. 

-----------------------------------------------------------------------------------------------------------------  

Learn from other NOVA members through NOVA’s Mentorship Program!

Learn more at www.vanurse.org/page/Mentorship