Conflict is inevitable at any level in any organization or industry. Leaders must be ready and able to properly address conflict when it arises. This is to minimize disruptions and negative impact on employees. It is also important to remember that not all conflict is negative. Conflict can actually be positive when it minimizes or prevents groupthink, which occurs when team members are more concerned with cohesiveness and avoiding conflict than they are with high performance. When groupthink occurs, team members simply agree with their peers instead of voicing their opinions or offering alternate solutions. Leaders must recognize when this happens and strive to create a healthy team environment that promotes collaboration but welcomes differences of opinion.As a health care leader, you will be called upon to resolve conflicts in your team and within your organization. You will need to manage conflicts that occur with you and also handle situations where you were not present. The media piece in the Vila Health: Conflict Resolution activity presents a scenario that you will review. After the review, prepare a PowerPoint presentation, accompanied by an audio recording, that you would give to hospital leadership to train them on how to handle situations such as this.
DEMONSTRATION OF PROFICIENCY
By successfully completing this assessment, you will demonstrate your proficiency in the course competencies through the following assessment scoring guide criteria:
- Competency 2: Explain cultural competence and its relevance to health care management.
- Explain how a lack of cultural competence can compound already stressful situations and impede collaboration.
- Competency 3: Analyze communication styles and its impact on teamwork and collaboration.
- Explain the communication techniques that should be avoided to include diverse cultures.
- Discuss communication strategies that hospital leadership should promote within the organization to resolve conflicts.
- Explain the role of relationships in communication and its impact on teamwork and collaboration.
- Recommend strategies that could be implemented to improve the relationship between nursing and housekeeping.
- Competency 4: Communicate in a manner that is scholarly, professional, and respectful of the diversity, dignity, and integrity of others and is consistent with health care professionals.
- Demonstrate effective communication through writing and proper use of APA style.
- Communicate in a professional and effective manner, writing content clearly and logically, with the correct use of grammar, punctuation, and spelling.
PREPARATION
The media piece in the Vila Health: Conflict Resolution activity will be used as context for this assessment. Work through the scenario and begin planning to resolve the conflict between the nursing and housekeeping staff.Some guidelines as you start preparing for your assessment are as follows:
- Begin your presentation by providing background information into the problem and explain how a lack of cultural competence can compound already stressful situations and impede collaboration.
- This should be taken from the Vila Health: Conflict Resolution media piece, as well from the resources in the assessment, or your personal research.
- Think about the communication techniques that were used in this simulation but should not have been used as they are related to diverse cultures.
- In other words, what were the mistakes made in the media piece that you will want to avoid?
- Think about the communication strategies that would most likely promote better understanding and help to resolve conflicts easily in the future.
- Think about how communication between roles and individuals impacts their relationships and ability or willingness to collaborate.
- Think about the communication and conflict resolution strategies that would be most relevant for improving the relationships between the nursing and housekeeping staff in this situation.
INSTRUCTIONS
For this assessment, you will create an 8–12 slide PowerPoint presentation. The presentation should include a recorded audio that is 5–10 minutes in length. You may wish to consult these resources before starting your assessment:
- Vila Health: Conflict Resolution | Transcript.
- Use this as context and imagine you are presenting your PowerPoint to Vila Health leadership as a guide to effectively resolve situations like the one in the media piece in the future.
- Using Kaltura [PDF].
- This guide outlines the steps to creating a recording using Kaltura. You may wish to use this tool to record your presentation for this assessment.
You are free to organize your presentation however you like. One potential way to organize it is as follows:
- Cover slide: One slide that includes the name and number of the course, name of the project, submission date, name of the learner, and contact information.
- Introduction slide: One slide that provides a brief overview of conflict resolution and the case study. This is the elevator speech of the case study and captures an overview in a list format. Provide two short paragraphs in the speaking notes to support the points made in the list.
- Background slide: One slide that explains the background of the case study.
- Analysis of the situation: A section of two slides that explains how a lack of cultural competence can compound already stressful situations and impede collaboration.
- Communication slide 1: One slide that lists at least two communication strategies that leadership can use to help the organization resolve the conflict.
- Communication slide 2: One slide that explains the role of relationships in communication. You may wish to discuss the relationship between leaders and followers and also leaders overseeing teams.
- Communication slide 3: One slide that explains the role of communication in teamwork and collaboration.
- Application of literature to the case study: Recommend strategies that could be implemented to improve the relationship between nursing and housekeeping.
- Summary: One slide that sums up the case study.
- References: This section should list, in APA format, the scholarly references used to create the plan, especially with regard to the review of the literature.