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Read in Spanish


Working in groups or in teams, as we have been explaining, entails a high dose of conflict that needs to be known and managed.

Before these processes the nurse manager must react knowing which are the sources of conflict, the mechanisms of production and resolution of the same ones. And what is most important, to know how to resolve them, whether in an active, regulatory or passive way.

It is basic to know that not all conflicts should be allowed to evolve (some if) without intervention, since this can have high doses of efficiency losses in the work of the group.

The resolution of a conflict is often oriented towards a violent solution. Under this classification, of violent solution, there are all those ways of resolving the conflict in a way that includes: verbal, physical or emotional violence. It also entails a rupture of the relations between people, establishing bonds based on losing or gaining losing.
However, there are techniques and methods aimed at the constructive resolution of problems with or without intermediaries such as those listed below

Mediation

It is a process focused on achieving a positive future scenario, with the objective focused on win-win, the search for points of mutual understanding and minimum collaboration. Thus, mediation usually requires the intervention of third parties, who are responsible for establishing the steps to be followed, the points to be dealt with and the bases of negotiation on which to base common agreements.
For the mediation process to be successful, all parties involved must do so on a voluntary basis. In addition, both formal and informal communication rules should be established to facilitate the resolution of the conflict in an agreed manner.

Arbitration

It is a technique based on analyzing the question, what has happened to find us at this point?
We can consider that it is a technique based on past events, in which one of the parties in conflict wins and another party loses.
In order to try to resolve the conflict it is necessary the intervention of the referee, who will be in charge of marking the times and the ways in which the different people in conflict must act and communicate. Before the referee, positions, personal interests and needs will be presented. The communication must be formal and with rules agreed beforehand.
Contrary to mediation, the participation of any of the parties may be obligatory.
Finally, the conflict is resolved by the arbitrator, as previously agreed, binding, optional or recommended.

Trials

Like arbitrations, they focus on the analysis of the past, in which one party wins and another loses.
Also, it is necessary the intervention of third persons, the judge, in charge of resolving the conflict.
Usually, the participation of the different parties is forced and required.
The judge usually fixes the formal communication in a mandatory way to address the problem.
The resolution of the conflict dictated by the judge is binding and obligatory.

Negotiation

It is a conflict resolution technique that can refer both to events that have already occurred and to future events in which the possibility of conflict is foreseen.
Negotiation implies that both parties must win something, so the agreement is based on mutual concessions.
The participation of the parties in a negotiating process is voluntary and during the negotiation phase there is no involvement of third parties outside the conflict. Informal communication is often used as a style of communication.

Conciliation

It’s a technique focused on the past. The parties involved in the conflict must reach a level of relationship equal to that which they had at the time before the conflict occurred and with a basis that prevents this conflict from recurring between them, in the same way as related conflicts.
In conciliation processes, participation is voluntary, so the parties present themselves before a judge or conciliator who gathers the information, analyses it and describes how to resolve the situation. In view of the exposition and interpretation of the facts, the parties in conflict must subscribe to the agreement. The judge will only be in charge of setting the times and analyzing the problem, being the parties themselves the ones who reach resolution agreements. This resolution, once fixed, takes the character of binding through signed texts in which the recommendations appear.

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