— 照護管理 · HARD · MCQ —
護理主管處理兩位護理師關於班表排班的衝突，何者是最佳策略？
A nurse manager is addressing a conflict between two nurses regarding staffing assignments. What is the best conflict resolution strategy?
- AAvoid the situation and hope it resolves itself回避情況並希望其自行解決
- BAssign a new shift schedule based on personal preference基於個人偏好指派新的班表
- CTell both nurses to stop complaining and do their jobs告訴兩位護理師停止抱怨並做好本分
- DFacilitate a meeting to identify common goals and solutions✓ 正解促進會議以識別共同目標與解決方案
— Explanation · 中文詳解 —
護理管理中的衝突解決應採取「合作（Collaborating）」策略，這是 NCLEX 考題中最推崇的方式。主管的角色是 facilitator，目標是找出雙方的共同點並解決根本問題，而非逃避或強權介入。透過開放溝通（Open communication）與釐清護理單位的共同目標（如病人安全與護理品質），能將衝突轉化為建立團隊共識的機會。
Facilitating a meeting to identify common goals is the best strategy as it promotes collaboration and open communication to resolve the underlying issues. This approach addresses the root cause of the conflict rather than avoiding it or imposing authoritarian decisions that may damage team dynamics.