Conflict resolution in nursing: four steps with a colleague
A colleague keeps coming back late from break. How a practical nurse resolves the conflict: go early and in private, use facts, listen, agree on a step.
- A conflict that nobody deals with harms the team, then the clients.
- When no client is at risk now, go first to the person.
- If a client is at risk now, or it is bullying or harassment, report it at once.
To resolve a conflict with a colleague, go to the person first: go early and in private, describe what happened and its effect as facts, listen, and agree on one next step. The manager comes later, if nothing changes. This guide works through one conflict on one afternoon.
“Straight to the manager”: why that is not the first step
It is 14:30. Your fellow practical nurse came back from break twenty minutes late, for the third time this week. You covered her clients, and today your client waited twenty minutes for help to the bathroom.
A colleague says, “I'm going straight to the manager, and I'm not saying a word to her.” A conflict that nobody deals with does not go away. It harms the team, and then it harms the clients. But the first step is the person, and you do not need a formal role to take it.
Four steps with the person
First, make sure that your client is safe and comfortable. Then take four steps.
| Step | What you do |
|---|---|
| 1. Go early, and in private | “Can we talk for a few minutes before we leave?” |
| 2. Say what happened, and its effect | Facts about the behaviour. Leave her character out. |
| 3. Listen | Ask an open question: “What's getting in the way?” |
| 4. Agree on one step, and a check | One change, and a day to check on it. |
Talk about facts, not character
Say: “The break ends at 14:10. You were back at 14:30, three times this week, and today a client waited twenty minutes for the bathroom.” That is a fact you can both discuss. Words like “never” and “always” judge the person and give her nothing to change.
Then listen. Your colleague says, “I had no idea anyone was waiting. I'm so sorry.”
Agree on a step, then check
Agree on one next step: she is back by 14:10, or she calls the desk if she will be late. You will check on Friday. If nothing has changed by then, take the facts to your charge nurse.
When you report at once
Do not wait for a talk if a client is at risk now, or if the behaviour is bullying or harassment. Report it at once.
Follow your employer's policy on conflict and on reporting. For the full shift, read six shortcuts to refuse.