護理長處理兩位護理師在排班上的衝突，哪種初始處理方式最有效？
A nurse manager is addressing a conflict between two nurses regarding shift scheduling. What is the most effective initial approach?
- ATake over the scheduling duty yourself親自接手排班工作
- BIgnore the issue until the conflict resolves忽略該問題直到衝突自行解決
- CFacilitate a meeting for the nurses to discuss the issue✓ 正解安排護理師會議討論該問題
- DAssign the schedule based on seniority依年資分配排班
護理管理中的衝突處理核心在於「賦權」與「溝通」。當面對同儕間的排班衝突時，管理者應扮演促進者（Facilitator）角色，而非直接介入或裁決。透過安排會議讓當事人直接對話，能釐清衝突點，並鼓勵護理師運用專業自主權尋求雙贏方案（Collaboration）。直接由管理者接手或依年資分配，會削弱團隊的協商能力，甚至引發更深的怨懟。
The core of conflict management in nursing is empowerment and communication. When facing peer scheduling conflicts, the manager should act as a facilitator rather than directly intervene or arbitrate. Arranging a meeting for the involved parties allows clarification of conflict points and encourages nurses to use professional autonomy to find win-win solutions (collaboration). Direct takeover or seniority-based allocation undermines team negotiation skills and may breed deeper resentment.
在美國護理管理中，強烈強調「Shared Governance」（共享治理），鼓勵護理師參與排班排程（self-scheduling），管理者通常只在協調無效後才介入。台灣臨床環境中，管理者往往習慣直接裁決，這在NCLEX測驗中屬於錯誤的領導風格。