Question

A charge nurse is managing conflict with a staff nurse who does not agree with the client care assignment. Which of the following statements is an example of using the conflict resolution strategy known as smoothing?

a. "Would you accept the assignment if we reassign your client who has total care needs and assign another client who can provide more self-care?"
b. "Tell me what changes we need to make so that you'll feel comfortable with the assignment."
c. "I didn't mean to make you feel overwhelmed. Why don't you look over the assignments with me and suggest changes?"
d. "You always complete your work on time and do a great job. I believe you can handle the assignment well."

Answer 1

The conflict resolution strategy known as smoothing is exhibited in the statement which includes reassurance and suggestions for cooperation. It is characterized by understanding and validating emotions to ease tension and maintain a positive relationship, avoiding confrontation while addressing the conflict.

Step-by-step explanation:

The conflict resolution strategy known as smoothing is characterized by attempting to calm a situation and acknowledge the other person's concerns or emotions without necessarily solving the root of the conflict. Among the provided options, the statement "I didn't mean to make you feel overwhelmed. Why don't you look over the assignments with me and suggest changes?" is an example of smoothing. This approach shows an attempt to assure the staff nurse that their feelings are understood and validated, thereby creating a non-confrontational atmosphere.

To effectively manage a conversation about conflict in a healthcare setting, maintaining a positive working relationship is essential. Addressing the individual's feelings, being open to feedback, and focusing on solving the problem without blame can set the stage for a productive discussion. For instance, rephrasing and affirming what's being communicated can help build bridges and repair wounded feelings, leading to mutual understanding.