護理長正在處理兩位護理師之間的衝突，下列哪項行動最為適當？
A nurse manager is addressing a conflict between two staff nurses. Which action is most appropriate for the nurse manager to take?
- ATransfer one nurse to a different shift to avoid further friction調派一名護理師至不同班別以避免進一步摩擦
- BIgnore the situation, assuming the nurses will work it out eventually忽略該情況，假設護理師最終會自行解決
- CInstruct the nurses to resolve the conflict without involving management指示護理師在不涉及管理層的情況下自行解決衝突
- DSpeak with each nurse individually to understand their perspectives✓ 正解分別與每位護理師交談以了解其觀點
護理管理的核心在於促進溝通與解決衝突。當員工間出現衝突時，護理長應採取「中立的調查者」角色，而非「仲裁者」。透過個別訪談（Private interview），管理者能深入了解雙方的觀點與情感需求，避免公開衝突帶來的尷尬與防衛心態。此步驟是建立解決方案的前提，確保後續的調解建立在事實與理解之上，而非單方面的強制命令。忽視問題或草率調動人員僅是治標不治本，甚至可能導致單位氛圍惡化與人才流失。
The nurse manager should speak with each nurse individually to understand their perspectives, acting as a neutral investigator to gather facts before facilitating a joint resolution. This approach addresses the root causes of the conflict and promotes effective communication, whereas ignoring the issue or transferring staff fails to resolve the underlying interpersonal problems.
在美國臨床環境中，護理長（Nurse Manager）極度重視「員工參與（Employee Engagement）」與「職場霸凌防制（Anti-bullying/Incivility）」。一旦發生衝突，政策通常要求採取具體的記錄與介入流程，以保護醫院免受勞動法規訴訟。與台灣較為強調「和諧」的文化不同，美式管理更傾向於透過正式的「衝突管理程序（Conflict resolution process）」來處理。