— 照護管理 · MEDIUM · MCQ —
護理長正在處理兩位護理師對於工作分配的衝突，哪種策略能最有效地解決衝突？
A charge nurse is managing a conflict between two nurses regarding staffing assignments. Which strategy should the nurse use to resolve the conflict effectively?
- ADirect the nurses to follow orders without further discussion指示護理師遵照指示，不再討論
- BFacilitate a meeting to discuss the underlying concerns of both parties✓ 正解協調會議以討論雙方的潛在擔憂
- CAssign one nurse to a different unit immediately立即調派其中一名護理師至其他單位
- DAvoid the issue and hope it resolves itself迴避該問題並希望其自然解決
— Explanation · 中文詳解 —
處理職場衝突的最佳實務是協調（Collaborating），透過公開溝通了解雙方需求與顧慮。D選項逃避會使衝突隱性化；A選項是強制手段，無法解決問題本質；C選項則是轉移問題而非處理衝突。唯有溝通才能達成雙贏或雙方同意的解決方案。
Facilitating a meeting to discuss underlying concerns promotes collaboration, allowing the charge nurse to identify the core issues and reach a mutually acceptable solution. Authoritarian or avoidance strategies suppress communication and fail to resolve the root cause of the conflict.
✦ 台美臨床差異
美國醫院強調衝突解決技巧（Conflict resolution skills）；台灣職場文化有時較傾向由督導層級直接裁決。