護理長在處理兩名護理師關於病人分配的衝突時，應優先採取什麼行動？
A charge nurse is managing a conflict between two nurses regarding patient assignments. Which action should the charge nurse take first?
- AChange the assignments immediately to avoid further conflict立即變更人員配置以避免進一步衝突
- BSeparate the nurses and talk to them individually✓ 正解將護理師分開並分別與他們談話
- CIgnore the situation to let them work it out忽略情況讓她們自行解決
- DAsk the hospital administrator to intervene請醫院行政主管介入
護理管理中的衝突處理核心在於「以病人安全為中心」並維持單位和諧。當衝突發生時，護理長的首要目標是降低雙方情緒張力，並客觀釐清事實。分別進行晤談（Individual counseling）能提供一個安全、無干擾的環境，讓雙方護理師能完整表達立場與感受，避免在公開場合造成進一步對立或影響病房運作。在釐清問題本質後，護理長才能針對爭議點（如分配是否公平、工作負荷評估）做出公正的決策。
The core of conflict management in nursing administration is patient-centered safety and maintenance of unit harmony. When conflict occurs, the charge nurse's first goal is to reduce emotional tension and objectively clarify the facts. Individual counseling provides a safe, undisturbed environment in which each nurse can fully express her position and feelings, avoiding further public confrontation or disruption of unit operations. After clarifying the underlying issue, the charge nurse can make an impartial decision regarding the dispute (such as fairness of assignments or workload assessment).
在美國臨床環境中，護理長（Charge Nurse）被賦予高度的管理自主權與衝突解決職責。相較於台灣護理體系有時較傾向由更高階主管介入，美國強調「第一線解決」，護理長必須具備直接與員工溝通並解決日常紛爭的領導能力。