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Table of Contents
1. Introduction
Case Overview ………………………………………………….. 3
Key Problems & Challenges ……………………………….….. 4 – 5
Objectives of Report ……………………………………………. 5 – 6
2. Diagnosis
Johari Window …………………………………………………… 6 – 7
Cyclical Mode of Episodic Conflict …………………………….. 8 – 9
3. Implications…………………………………………………………….... 10
4. Interventions
Confrontation Meeting ………………………………....……..... 11
Itinerary for Team Building Activities ………………………..... 12 – 15
Performance Appraisal
• 360 Degree Feedback Process ……………………….. 16 – 17
5. Action Plan
Timeline …………………………………………………..………. 18 – 19
6. Conclusion ………………………………………………………………. 20
7. References ……………………………………………………………… 20
2
Introduction
Overview of the Case
Jennifer Turner is a 61-year-old nurse who resumed her career in full-time nursing at
the age of 60 in order to retire comfortably. Things have changed since her early
career days, especially with technology becoming the forefront and how one’s work
is now heavily scrutinised for fear of being sued.
Nevertheless, she pushed on and was well-received by her patients due to her
friendly bedside behaviour. However, this arose displeasure amongst her colleagues
as she spent too much time talking to patients and staff that her records and notes
were not up to standard. She was also imprecise about things during handover time
between shifts. Some of the younger nurses felt uneasy to work with her, and
considered her ‘old-fashioned’ and ‘out of touch’ with contemporary nursing
demands.
These concerns have been raised to Jennifer’s line manager and good friend,
Sandra, but no action was taken. Thus, Debbie, on behalf of several colleagues,
brought the matter up to the Senior Manager who next sought feedback from the
doctors regarding Jennifer’s performance. After determining that her work standard
was not up to par, Jennifer was called in the office and informed about the
complaints. However, the Senior Manager refused to reveal the complainers’
identities. Jennifer was inevitably surprised as she had assumed she performed well.
Jennifer had to undergo a formal performance appraisal process and was instructed
to spend less time with patients and improve her record keeping. However, she
always called in sick, took leave or arrive unprepared whenever a performance
appraisal deadline drew near. The complaints continued to rise. Jennifer argued that
she was treated unfairly and that she was doing her job. She took a month’s medical
leave, and returned to work only when the appraisal process was on hold.
Jennifer became more uncooperative. Her colleagues refused to work with her and
considered escalating the issue to higher authorities if the Senior Manager does not
remove her from the ward.
3
Key Problems & Challenges
Generation Gap
1st Problem
Challenge:
The younger nurses felt uncomfortable
working with her and regarded her as ‘old
fashioned’ and ‘out of touch.’
The younger nurses are technologically savvy, flexible, impatient, and are more
concerned about getting the job done than by ‘work rules’ imposed by authority.
On the other hand, Jennifer is neither technologically savvy nor flexible but she is
more patient and tries her best to do her job well.
Working Styles
2nd Problem
Challenge
Jennifer sees spending more time to
talk to patients as the correct
procedure whereas she should have
taken down notes and kept proper
records and be precise during
handover between shifts.
Both parties have differing working styles. The younger nurses are more impatient
and would rather complete their tasks quickly than to spend too much time with
the patients. At the same time, they are good at multi-tasking so they can easily
keep records and take notes while doing so. On the other hand, Jennifer is very
patient and enjoys spending more time with patients. However, she can only
focus at one thing at a time, therefore her records and notes are not clear.
4
Objective of the Report
With the identification of the problems and challenges, diagnoses will be made in the
report to provide better understanding of the issues that led to the conflict between
Jennifer Turner and her colleagues. A proposed action plan and timeframe, in
addition to the intervention strategies will be included in the report with the goal of
resolving the conflicts between both parties.
3rd Problem
Challenge
Openness to
Feedback
Jennifer did not want to go through the
formal appraisal process as she thinks
that it is a form of punishment instead
of a learning process. She would find
different means such as taking leave
or calling in sick to avoid it.
As Jennifer belongs to the Boomer generation, she would prefer learning in a
casual atmosphere as compared to a formal atmosphere. She is not open to the
idea of a formal appraisal as she does not understand the purpose of it.
Additionally, being set in a formal atmosphere can be overwhelming for her. On
the other hand, the younger nurses are more welcoming towards the idea of
attending a formal appraisal as they are open to immediate feedback and want
to know what is clearly expected of them. They think that it is a normal process
whereas it is a form of punishment in Jennifer’s opinion.
5
To improve the work relationship between both parties
and promote harmony in the workplace
To increase Jennifer’s work efficiency and job
satisfaction
To improve the communication process between both
parties - resolve misunderstandings and make work
processes smoother by understanding and
accommodating each other
