Managing Conflict in a Healthcare Setting

Background: You are a charge nurse on a busy medical-surgical unit in a large hospital. Your team consists of registered nurses (RNs), licensed practical nurses (LPNs), and nursing assistants (NAs). Recently, there has been tension among the nursing staff regarding workload distribution and communication issues. Some nurses feel overwhelmed with their assignments, while others perceive certain team members as not pulling their weight. This tension has started to affect morale and patient care delivery.

Case Scenario: During the morning shift handover, tensions rise as one RN expresses frustration about consistently having the heaviest patient load while others seem to have lighter assignments. Another RN responds defensively, arguing that everyone receives fair assignments based on patient acuity. The conversation escalates into a heated argument, causing disruption and discomfort among the staff.

As the charge nurse, what immediate actions would you take to de-escalate the situation during the shift handover? Discuss strategies for facilitating constructive dialogue among team members to address the underlying issues. How can active listening techniques be utilized to promote understanding and empathy among conflicted parties?