Interpreting Styles of Communication
Tensions in the surgical unit rose and the potential for conflict was high. Tempers were short
and staff were exhausted. While most clients and families were supportive of staff, some
expressed their frustrations and this didn't help the situation.
While some staff wanted to get management involved right away, others were ambivalent about bringing them into the loop. They felt that "stirring the pot" would only make the situation worse. One of the team leaders finally said, "by avoiding the situation it will only get worse."
Staff in the two units were split in terms of their willingness to face the issues and a couple openly stated that they could not see themselves participating in any process.
"Dealing with conflict makes me too uncomfortable. I just want to do my job and go home at the end of the day. I am not paid to solve problems; I am paid to care for patients and their families. Besides, the problems are so systemic, what can we really do to change the situation?"
A wise team leader reflected that her colleagues were not uncooperative but that they felt helpless to affect any change in the situation. She observed that simply confronting management and telling them to fix the problem would not work, "we must work together to come up with a solution that will benefit as many as possible in the situation."