Finally, Isabella announced a zero-tolerance policy for workplace bullying and unprofessional conduct. She told the staff, “Everyone has a right to feel safe, respected, and valued when at work. How we feel at work affects our ability to provide the best possible care to our patients.” She told the staff that each of them could expect to be treated fairly and that she wanted them to feel safe in expressing their feelings in a professional and positive manner. She listened to their views on how to improve the self-scheduling process to ensure fairness for all. Isabella also arranged for every staff member to attend educational sessions that included discussions on cultural, gender, and age diversity in the workplace. Every staff meeting included open discussion on progress that was being made on each shift toward resolving the conflicts and creating a healthier work environment for all of the staff. She encouraged the staff to meet with her if they had any concerns about conflicts on the unit, and she made frequent rounds to speak with individuals and to make her presence visible among the staff.
Questions
What were some of the sources and possible causes of the conflict that emerged on the unit?
What were some of the signs that the conflict had escalated to an unacceptable level?
What leadership roles did Isabella assume in managing the conflict process?
How did the assistant managers’ actions affect the level of conflict and the resolution of the conflict?
If you were Isabella, how would you have handled the conflict and mediated the situation?
