Read Learning Exercise 21.9 in the textbook: “Handling Staff-Patient Conflict”, and answer the following questions:
• Is avoidance (assigning different staff to care for the patient) an appropriate conflict resolution strategy in this situation? Why or why not?
• Will you as the manager/leader encourage the nursing assistants to confront the patient directly?
• What coaching or role playing might you use with them if you choose this approach?
• Devise a strategy that will address the issue, including what is and what is not negotiable.
