Question

A grievance brought by a staff nurse against the unit manager requires mediation. At the first mediation session, the staff nurse repeatedly calls the unit manager's actions unfair, and the unit manager continues to reiterate the reasons for her actions. What would be the best course of action at this time?

1) Send the two disputants away to reach their own resolution.
2) Involve another staff nurse in the discussion so as to clarify issues.
3) Ask each party to examine her own motives and issues in the conflict.
4) Continue to listen as the parties repeat their thoughts and feelings about the conflict.

Answer 1

The best course of action for a mediation between a staff nurse and a unit manager at an impasse is to ask each party to examine their own motives in the conflict, guiding them towards introspection and problem-solving, while maintaining open and respectful communication.

Step-by-step explanation:

In a situation where a grievance requires mediation and the involved parties are repeating their positions without progress, it's imperative to shift the dialogue toward resolution. Option 3, which suggests that each party examine their own motives and issues in the conflict, is often the best course of action. This approach encourages introspection and understanding of the underlying concerns driving each party's position. During this process, it's helpful to:

• Choose words carefully to maintain a constructive tone.
• Stay calm and be an active listener.
• Ask open-ended questions to better understand each party's perspective.
• Restate what you've heard for clarity and affirmation.
• Keep the focus on problem-solving rather than placing blame.

If mediation doesn't lead to resolution, it may be necessary to involve a supervisor or HR department for further assistance. Remember that the ultimate goal is to maintain a positive working relationship between staff while addressing the issues effectively.