護理長在處理兩位護理師因排班分配產生的衝突，哪種做法對長期解決問題最有效？
A nurse manager is addressing a conflict between two nurses regarding staffing assignments. Which action is most effective for long-term resolution?
- AArbitrating by choosing one nurse's preference based on seniority根據年資選擇其中一位護理師的偏好進行裁決
- BAssigning the shifts herself to end the argument自行指派班別以結束爭執
- CIgnoring the situation, assuming they will work it out eventually忽略情況，假設他們最終會自行解決
- DFacilitating a meeting for the nurses to discuss their needs and reach a compromise✓ 正解促進護理師開會討論需求並達成妥協
在管理衝突時，護理長應採取「合作（Collaborating）」策略，目標是尋求雙贏。透過 Facilitation（引導）讓雙方表達需求，有助於找出衝突的根本原因（Root cause），而非只是表面妥協。由主管強制指派（B）或依資歷裁決（A）皆屬於「強迫（Competing/Forcing）」策略，無法解決長期怨懟，反而會降低團隊士氣。無視衝突（C）則會導致問題惡化，影響病人的照護品質與安全。
When managing conflict, the nurse manager should adopt a collaborating strategy with the goal of a win-win outcome. Facilitating dialogue so that both parties can express their needs helps to identify the root cause of the conflict rather than producing only a superficial compromise. A supervisor unilaterally assigning shifts (B) or deciding based on seniority (A) represents a competing/forcing strategy, which fails to resolve long-term resentment and instead lowers team morale. Ignoring conflict (C) allows the problem to worsen and ultimately affects the quality and safety of patient care.