KHUYNH HƯỚNG VÀ CÁC YẾU TỐ ẢNH HƯỞNG ĐẾN CÁCH GIẢI QUYẾT XUNG ĐỘT CỦA ĐIỀU DƯỠNG TRƯỞNG

Abstract

Background: Conflict often occurs in ​​nursing care. The conflict management is an essential competency of nurse managers for improving quality of care. This study aimed to describe the conflict management styles and factors affecting the conflict management styles of nurse managers. Methods: A cross-sectional study was conducted by interviewing nurse managers with a questionnaire including a tool of ROCI-II. The statements were scored on a five-point Likert scale. The conflict management styles were grouped into 5 styles including avoiding; competing; compromising; accommodating and collaborating. Results: There were 30 nurse managers participating in the survey. The conflict management of collaborating style was highest with an average score of 4.3 ± 0.4, followed by compromising style of 3.4 ± 0.5, avoiding style score of 3.1 ± 0.6, accommodating style score of 2.9 ± 0.7 and the lowest was competing style score of 2.8 ± 0.8 (p < 0.05). Factors affecting the conflict management styles were age ≥ 40 years, management experience ≥ 10 years, training level and experience in conflict resolution (p<0,05). Conclusion: The conflict management styles of nurse managers pursue the long-term effect, effective conflict resolution, and maintaining good relationship. In order to improve the conflict resolution capacity of nurse managers, it is necessary to train and enhance the conflict resolution experience for the nurse managers.