Abstract
BackgroundThis study aims to explore the experience of conflict as perceived by Iranian hospital nurses in Tehran, Islamic Republic of Iran. Although conflict-control approaches have been extensively researched throughout the world, no research-based data are available on the perception of conflict and effective resolutions among hospital nurses in Iran.MethodsA qualitative research approach was used to explore how Iranian hospital nurses perceive and resolve conflicts at work. A purposive sample of 30 hospital nurses and nurse managers was selected to obtain data by means of in-depth semi structured interviews. Data were analysed by means of the content analysis method.ResultsThe emerging themes were: (1) the nurses' perceptions and reactions to conflict; (2) organizational structure; (3) hospital management style; (4) the nature and conditions of job assignment; (5) individual characteristics; (6) mutual understanding and interaction; and (7) the consequences of conflict. The first six themes describe the sources of the conflict as well as strategies to manage them.ConclusionHow nurses perceive conflict influences how they react to it. Sources of conflict are embedded in the characteristics of nurses and the nursing system, but at the same time these characteristics can be seen as strategies to resolve conflict. We found mutual understanding and interaction to be the main factor able to prevent and resolve conflict effectively. We therefore recommend that nurses and nurse managers encourage any virtues and activities that increase such understanding and interaction. Finally, as conflict can destroy individual nurses as well as the nursing system, we must act to control it effectively.
Highlights
This study aims to explore the experience of conflict as perceived by Iranian hospital nurses in Tehran, Islamic Republic of Iran
We aimed to identify the sources of conflict and how nurses and nurse managers deal with conflicts daily
The findings of this study reveal that issues such as the perception of and reaction to conflict, organizational structure, hospital management style, the nature and conditions of job assignment, individual characteristics, and mutual understanding and interaction are important factors contributing to the occurrence and control of conflict
Summary
This study aims to explore the experience of conflict as perceived by Iranian hospital nurses in Tehran, Islamic Republic of Iran. Researchers believe that functional conflict can turn into emotional conflict if not managed properly, which in turn disrupts collaborative efforts [7]; leads to unprofessional behaviors [8]; results in under commitment to the organization [9]; increases psychological stress [10] and emotional exhaustion [11,12]; results in mistreatment of patients [12]; elevates anxiety and work resignation [13]; and decreases altruistic behaviors [14]. Conflict influences clinical decision-making as much as collaboration and positive relationships do [7]
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