Chapter 13 – Case Study Questions
This activity contains 5 questions.
A Verbal Explosion Leads to Confrontation of a Problem
As a nurse manager in a busy operating room (OR), you have to ensure that all staff are
collaborating and communicating well. In the past six months, you have noticed more
problems with poor communication between nurses and physicians, which had an impact
on the quality of care. Nurses are also frequently complaining that they are “second–class
citizens” in the department. The number of last-minute call-ins has increased by 25%
over the past six months, causing staffing problems. Today was the last straw when a
nurse and a surgical resident had a shouting match in the hallway. The nurse left the
encounter crying, and the resident said he would not work with the nurse anymore. The
nurse manager went into the OR medical director’s office. They have had a positive
collaborative relationship over several years. She went in and said, “We have a problem!”
As she described the problems, he said, “I was unaware there was so much tension and
lack of collaboration. Why didn’t you tell me this earlier?”
1.
How would you respond to the medical director’s question?
2.
What do you and the medical director need to do?
3.
How can you avoid this being a “we–they” situation?
4.
How will you involve all staff?
5.
What can you do about the powerlessness the nurses feel?
Finkelman, Leadership and Management for Nurses: Core Competencies for Quality Care, 3e
Chapter 13 – ANSWER KEY Case Study Questions
1.
The nurse manager should respond that there really was not a need to notify the medical
2.
The nurse manager and the medical director need to work together to resolve the conflict
3.
To avoid a “we–they” situation, it is important to bring both sides to the table. First the
Finkelman, Leadership and Management for Nurses: Core Competencies for Quality Care, 3e
4.
How can this problem be improved? A critical step is to gain better understanding of each
profession’s viewpoint and demonstrate less automatic acceptance of inappropriate
5.
Powerlessness can lead to job dissatisfaction. Therefore it is essential for the nurse
manager to implement strategies to enhance empowerment. Management who want to
Chapter number: 13
Finkelman, Leadership and Management for Nurses: Core Competencies for Quality Care, 3e