護理長在處理兩位護理師對於病人分配的爭議時，首要採取的行動為何？
A charge nurse is managing a conflict between two nurses regarding patient assignment. What is the nurse's priority action?
- AArbitrate the decision based on seniority依據年資裁決
- BMeet with both nurses privately to facilitate communication✓ 正解分別私下會見兩位護理師以促進溝通
- CConsult the nurse manager for a final decision諮詢護理長以做出最終決定
- DReassign the patients to different nurses將病人重新分配給其他護理師
處理護理師間的衝突時，護理長應秉持公平、專業且以病人安全為核心的原則。首要行動是進行私下會談（Private Meeting），這能提供一個安全、非公開的環境，讓雙方能理性陳述立場，並協助護理長評估衝突的根本原因，而非急於進行裁決。這屬於衝突管理中的「協作（Collaborating）」策略，旨在達成雙贏並維持團隊凝聚力。
When managing conflict between nurses, the charge nurse must remain fair, professional, and patient-safety focused. The first action is to hold a private meeting, which provides a safe and non-public environment for both parties to state their positions rationally, and allows the charge nurse to evaluate the underlying cause of the conflict instead of rushing to judgment. This reflects the collaborating strategy in conflict management, aimed at producing a win-win outcome and preserving team cohesion.
在美國臨床環境中，護理長（Charge Nurse）被期望展現高度的溝通與衝突解決技巧（Soft Skills）。若直接跳過協調程序向上通報，常被視為缺乏管理能力的表現。