While conflict resolution is a commonly used term, some of the behaviors that people engage in during conflict resolution cross the line to incivility, bullying or what the Joint Commission (Wyatt, 2013) describes as disruptive behaviors. A misnomer when describing these terms can lead to inaccurate and problematic next steps. Written policy development needs to accurately differentiate normal day-to-day conflict from bullying, incivility and disruptive behavior, describe how to constructively resolve conflict and explain procedures for documenting and reporting violations in the code of conduct that may be related to bullying, incivility and disruptive behaviors in the process of conflict resolution (Kennison, Dzurec, Cary, & Dzurec, 2015).
Conflict resolution is best handled in a non-emotional timely manner following clear steps for how to proceed such as TeamSTEPPS® (Agency for Healthcare Research and Quality, 2013, p. 31) four-step constructive approach for resolving conflict: Describe, Express, Suggest, Consequences (DESC). It seems so innocuous and simple, yet in times of stress, the emotional response may precede thinking and, therefore, determine how we problem-solve (Jung, Wranke, Hamburger, & Knauff, 2014). Therefore, being able to handle emotions in the heat of the moment may be particularly challenging for novices and warrants training and practice.
An added step occurs after the simulation and role play to adapt the training to other contexts and sustain the effective conflict resolution behaviors. One method of strengthening healthy work settings is by developing and articulating structured and written processes for effective conflict resolution that involve policy development, step-by-step procedure, training, practice and candid feedback.
In a senior capstone course role play using the DESC script (TeamSTEPPS) provides such a training and practice opportunity to tackle a common conflict for novice graduate nurses, being overwhelmed by a hectic work assignment. This author has found that structured practice opportunities provide novices with insight about their personal styles (e.g., conflict avoidance, work around, emotionally-charged responses) that interfere with effective conflict resolution. Use of retired alumni trained and provided scripts to show constructive and destructive conflict scenarios helped provide the real-world context. Given a similar situation of feeling overwhelmed by a hectic work assignment, students wrote their own DESC script, practiced it with a retired nursing alumna and received individualized feedback. Participants reported the experience improved their confidence level and assertiveness in dealing, rather than, fearing conflict. While conflict is unavoidable, in healthy work settings effective resolution involves policy development, step-by-step procedure, training, practice and candid feedback.