Introduction
The healthcare setting can be a high-stress environment hence the need for conflict management techniques. They should equip their workforce with accurate skills regarding routines, attitude, and effective communication (Williams, 2020). Thus, when people think that they have some irreconcilable goals, they can still work together.
Background
The train wreck affected many children in the nearby school who were then rushed to the ER. After stabilizing most of the children, there is a shortage of PICU beds. However, one child losses her life, and Donald asks Gabriella, who is collecting laundry, to prepare the room. When she declines because she is only supposed to take orders from her supervisor, Donald tells her that things are done differently from where she came from (Mexico).
Analysis of the situation
Thanks to globalization, technological advancement in transport networks, exchange education, and immigration, people work in diverse cultural environments. People like Donald who lack cultural competencies feel like they have entitlement. Donald’s use of force and lousy attitude made the conflict escalate. Thus, his lack of cultural competencies threatened the teamwork in the hospital. Donald thought that his ethnicity makes him an authentic citizen and Gabriella, a mere immigrant. He also assumed that because he was a nurse, he was entitled to order Gabriella around. Donald need to learn to communicate his concerns in a respectful and skillful manner.
Communication Strategies
During employee orientation, the management team needs to explain effective communication. The SBAR communication tool allows complainant to explain in brief what led to the escalation of disagreement formally. The daily goal form helps ensure that employees remain within their scope of work and not overstep like Donald. When speaking face to face, it is essential to understand the perspective of the other person by listening keenly to what they are saying.
Role of Relationships in Communication
Relationships are cornerstones to any form of human interactions, communication, and conflict management. According to Nicotera (2021), politeness strategies repair relational disruptions and enhance collaboration. Respecting people is also crucial in influencing the right attitude toward the work environment. Moreover, colleagues should endeavor to learn about the different cultures.
Application of Literature
Cultural competencies are relevant when interacting in an organization with a diverse workforce. Jongen et al. (2018) state that the competency may include developing awareness for sensitive issues like gender, sexuality, age, racism, and biases. Donald had bias and racism, leading to the conflict and failure to work in a team.
Summary and Conclusion
The racist bias by Donald towards Gabriella escalated conflict in an already stressful hospital environment. There was an obvious lack of multicultural competencies in his approach. To avoid or minimize such occurrence leaders should adopt effective written and verbal communication of resolving and reporting conflict. Investment in building respectful relationships enhances understanding in a multicultural setting. If Donald and Gabriel acknowledged that they probably come from a low-context and high-context cultural background they would be in a better position to handle the conflict amicably.
References
Caputo, A., Ayoko, O. B., & Amoo, N. (2018). The moderating role of cultural intelligence in the relationship between cultural orientations and conflict management styles. Journal of Business Research, 89, 10-20. Web.
Jongen, C., McCalman, J., & Bainbridge, R. (2018). Health workforce cultural competency interventions: A systematic scoping review. BMC Health Services Research, 18(1), 1-15. Web.
Nicotera, A. M. (2021). Nursing and conflict communication: A review. Nursing Communication, 1(1), 60-79.
Wang, Y., Wan, Q., Lin, F., Zhou, W., & Shang, S. (2018). Interventions to improve communication between nurses and physicians in the intensive care unit: An integrative literature review. International Journal of Nursing Sciences, 5(1), 81-88. Web.
Williams, I. (2020). Contemporary applications of actor network theory. Springer Nature.