Communication is one of the most important tools that can be used to express oneself. Although it is indispensable in the development of a rapport between two or more individuals, effective communication is what yields desirable outcomes. In a medical facility setting where a patient feels highly dissatisfied due to his inability to help himself and the nurses are not around, a complain raised by such a patient should be addressed using assertive communication to prevent the escalation of the matter at hand.
Assertive communication allows one to explain the situation at hand or what they believe without violating the rights of those they are communicating with. By the RN opting to use assertive communication, she can respectfully and gently explain the reasons as to why the patient needs have not been taken care of even though he has signaled to the relevant individuals that he needs help. One of the most important characteristics of assertive communication is that it aims at attaining “I win you win” results. As a result, regardless of the explanation offered to the patient, it should not come across that his needs were not treated with care and urgency (Catalano, 2015).
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One of the most crucial conflict resolution strategies to employ is understanding the interest of the patient and applying active listening to ensure that all his concerns are addressed. This way, it is possible to prevent a double tragedy of the patient affirming his wife’s thoughts about the services at the facility (Moore, 2014).
The development of a collegial relationship between the nurse and the patient is another important approach. Here, the nurse shows the patient that she is ready to work with him for the betterment of the situation. She can also assure him that measures have been put in place to prevent such an occurrence in future (Baddar, Fatma, Olfat & Hazel, 2016).
References
Baddar, F., Salem, O. A., & Villagracia, H. N. (2016). Conflict resolution strategies of nurses in a selected government tertiary hospital in the Kingdom of Saudi Arabia. Journal of Nursing Education and Practice , 6 (5), 91.
Catalano, J. T. (2015). Nursing now! Today's issues, tomorrow's trends . FA Davis.
Moore, C. W. (2014). The mediation process: Practical strategies for resolving conflict . John Wiley & Sons.
