Conflict management: a practical case, analysis, interpretation and resolution
DOI:
https://doi.org/10.56294/mw202484Keywords:
Hospitals, Communication, Conflict Management, Leadership, Negotiation.Abstract
Introduction: conflicts are very common occurrences in any organization and, although they are inevitable, they can be managed in a positive way. As such, conflict management has been gaining prominence in companies, because when carried out effectively, it increases the organization's performance and productivity.
Objective: to analyze a conflict in a hospital environment and the strategies for resolving it. Methods: reflective essay based on the analysis of an organizational conflict situation, using a pedagogical resource centered on experiential learning.
Results: the conflict described took place in a hospital environment, between middle management and two employees. As negative aspects, we can highlight ineffective communication, marked by aggressive and defensive postures, and authoritarian leadership. As positive aspects, we can mention the assertiveness of one of the parties involved, which contributed to the outcome of the conflict in a positive and effective way.
Conclusions: the analysis of this case highlights the importance of empathetic leadership, effective communication and a collaborative working environment in conflict management. Applying these strategies can contribute to a positive and efficient hospital environment, benefiting both healthcare professionals and patients
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Copyright (c) 2024 Mariana Leitão, Sandra Lemos, Sara Brito, Sandy Severino, Nelson Guerra, Luís Sousa (Author)
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