— 照護管理 · HARD · MCQ —
護理長正在處理兩位護理師之間的衝突，下列哪種解決方法對長期解決衝突最有效？
A nurse manager is addressing a conflict between two staff nurses. Which approach is most effective for long-term resolution?
- AFacilitate a meeting where both parties identify the underlying issue✓ 正解促進雙方開會，識別根本問題
- BDirect them to stop arguing immediately命令他們立即停止爭吵
- CAssign them to different shifts so they never interact指派他們輪值不同班次以避免互動
- DAvoid the situation and hope it resolves itself迴避情況並希望問題自行解決
— Explanation · 中文詳解 —
有效的衝突管理應鼓勵開放溝通與問題解決。透過促進會議讓雙方表達觀點並尋找衝突根源，能處理根本問題而非僅是表面現象。D 會導致衝突惡化，B 為壓制手段而非解決，C 則逃避了團隊合作問題且不利於輪班協調。
Effective conflict resolution involves facilitating open communication to identify and address the underlying issues between staff members. Collaborative problem-solving leads to sustainable outcomes, whereas avoidance or authoritarian commands fail to resolve the root cause. Separating staff does not teach necessary interpersonal skills.
✦ 台美臨床差異
美國護理管理更強調溝通技巧與組織行為學訓練；台灣主管較常採取調解或指示性解決方式。