Conflict resolution may be traditionally viewed as a management technique, but nurses often have to utilize conflict resolution strategies in order to validate patients’ concerns and to ease their fears (“Conflict Engagement: Creating Connection and Cultivating Curiosity,” September 2015).
I have seen a nurse escalate a patient's frustration because the RN was hurriedly assembling equipment rather than utilizing conflict resolution practices and alleviating the patient's fears. If we are simply present and we acknowledge our patients’ concerns, reflect and validate their feelings, and listen intently, they will trust in our care.
Stephanie Crank, BSN, RN-BC
Fort Worth, TX