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Twelve Skills Summary

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Twelve Skills summary
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Twelve Skills Summary
Conflict can over in any work environment including between a nurse and a doctor.
Conflict in the healthcare setting can negatively impact the healthcare professional’s ability to
effectively do their job. Once common conflict between the physician and the nurse involves the
care of the patient. The doctor diagnosis and determines treatment approaches but the nurse
provides continuous case. In this scenario, the doctor has determined a course of treatment for a
particular old and frail patient. The nurse knows the treatment will be painful for the patient but
the physician believes it will help to alleviate the patient’s symptoms.
Conflict resolution training and resources are essential to addressing conflict to ensure the
outcomes of the patient is not impacted. The twelve skill summary provides different skills
which can be used to address the conflict. The first skill is the win-win approach. In this
approach the conflict is shifted from conflict to cooperation (CRN, 2012). The doctor and
physician would employ a joint problem-solving approach. This includes “going back to needs”.
This means looking at the needs of the people involved in the conflict instead of finding
solutions. The second skill is a creative response. This simply means find alternative ways to
address the conflict which would meet the needs of all parties involved.
The third skill is empathy. Empathy is the tasks of active listening (CRN, 2012). This will
establish rapport and open communication which will reduce the conflict. The fourth skill is the
appropriate assertiveness. When necessary a party in the conflict will need to assert their point of
view into the conflict without offending the other party. The use of “I” statements will help the
other party understand the person feel strongly about the topic. In this case, the nurse feels
strongly about not giving the treatment to the elderly patient. Next is cooperative power. This

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Running head: TWELVE SKILLS SUMMARY Twelve Skills summary Name Class Date 1 Running head: TWELVE SKILLS SUMMARY 2 Twelve Skills Summary Conflict can over in any work environment including between a nurse and a doctor. Conflict in the healthcare setting can negatively impact the healthcare professional’s ability to effectively do their job. Once common conflict between the physician and the nurse involves the care of the patient. The doctor diagnosis and determines treatment approaches but the nurse provides continuous case. In this scenario, the doctor has determined a course of treatment for a particular old and frail patient. The nurse knows the treatment will be painful for the patient but the physician believes it will help to alleviate the patient’s symptoms. Conflict resolution training and resources are essential to addressing conflict to ensure the outcomes of the patient is not impacted. The twelve skill summary provides different skills which can be used to address the conflict. The first skill is the win-win approach. In this approach the conflict is shifted from conflict to cooperation (CRN, 2012). The doctor and physician would employ a joint problem-solving approach. This includes “going back to needs”. This means looking at the needs of the people involved in the conflict instead of finding solutions. The second skill is a creative response. This simply means find alternative ways to address the conflict which would meet the needs of all parties i ...
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