— 照護管理 · MEDIUM · MCQ —
護理長處理兩名護理師關於班表安排的衝突，應採取什麼策略？
A charge nurse is managing a conflict between two nurses regarding staffing assignments. Which strategy should the nurse use?
- ASupport the senior nurse's preference regardless of the junior nurse's input無論資淺護理師的意見如何，都支持資深護理師的偏好
- BFacilitate a meeting to discuss the issue and find a mutually agreeable solution✓ 正解安排會議討論該問題並尋找雙方都能接受的解決方案
- CTell them to figure it out themselves without bothering leadership告訴他們自行解決，不要打擾領導層
- DAssign a new schedule without explaining the reasoning在不說明理由的情況下指派新的班表
— Explanation · 中文詳解 —
處理衝突的最佳做法是「協商與合作」，透過公開溝通，讓雙方表達意見並尋找共同點（Collaboration）。避免逃避（C）或強制手段（D、A），因為這無法解決潛在的工作不滿，反而會降低團隊凝聚力。建立協調會議能確保過程透明且公平。
The charge nurse should facilitate a collaborative meeting to address the staffing conflict, allowing both nurses to express their concerns and work toward a mutually acceptable solution. This approach promotes transparency, fairness, and team cohesion, whereas ignoring the issue or imposing unilateral decisions can exacerbate tension and lower morale.
✦ 台美臨床差異
美國護理管理更強調 Shared Governance（共享治理），台灣職場結構則較為階級分明，但近年也轉向溝通式領導。