During a staff meeting, an upset nursing assistant tells the group that the other nursing assistants are given easier patient assignments and are always given their choice of days off
What approach by the nurse manager would be effective to resolve this conflict? a. Attempt to persuade the upset nursing as-sistant to calm down.
b. Tell the group that this type of conversa-tion needs to be handled privately.
c. Consider transferring the upset nursing assistant to another unit.
d. Acknowledge the feelings of the upset nursing assistant and make a plan to meet with her.
D
Acknowledging the nursing assistant's feelings is the first step in conflict resolution. This process requires dealing with issues, not personalities, by communicating openly, listening actively to the complaints, sorting out the issues, identifying key themes of the discussion, and weighing the consequences and options to resolve the conflict. Transferring the upset person avoids dealing with the conflict.
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