Isaac has worked as a staff nurse on the telemetry floor for over 15 years. He holds seniority in the unit. His patient care is satisfactory; however, his interpersonal behaviors are becoming an increasing issue for his coworkers. He throws papers around the unit, gives short answers to questions, and seems generally miserable. He tells the staff that they are lazy and stupid. He is constantly questioning their decisions. You have come from another local hospital in the role of the assistant nurse manager. Based on your observations, you have met with Isaac informally and discussed his behaviors, but they have not changed. Now three new nurses have already come to you saying that this unit is a great match for them, except for one problem. Although they have not identified Isaac by name, they have told you that one of the nurses is extremely abusive verbally, and they have been calling in sick on the days they are scheduled to work with this person. 1. What are your responsibilities as an assistant nurse manager in regard to Isaac’s behavior problem? 2. What is the next step in dealing with Isaac’s behaviors? 3. How will you, as the manager, have Isaac develop more effective people skills? This is your first position as a nurse manager. The holidays are rapidly approaching, and the hospital policy states that each unit will negotiate holiday coverage individually. You are already getting requests via e-mail and on Post-it notes for holiday time. Several staff members have come to you stating that they “never” seem to get their requests for holidays. Discussion among the staff members is creating dissension and conflict. 1. Discuss the potential impact of this problem on you and the unit staff. 2. Describe a minimum of one positive consequence and one negative consequence of this conflict. 3. Select a model of conflict resolution and explain how you, as a nurse manager, might resolve this conflict. – – – –

Title: Managing Behavioral Issues and Conflict Resolution in a Telemetry Unit


As an assistant nurse manager in a telemetry unit, it is essential to effectively address behavioral problems and conflicts among staff members in order to maintain a positive work environment and ensure quality patient care. This paper will discuss the responsibilities of the assistant nurse manager in dealing with a staff member’s behavioral problem, propose the next steps for addressing the issue, and outline a plan for developing the staff member’s interpersonal skills. Furthermore, it will examine the potential impact of conflicts related to holiday coverage requests and provide examples of positive and negative consequences. Finally, it will explore a conflict resolution model that can be applied to resolve conflicts in the unit.

1. Responsibilities as an assistant nurse manager in regard to Isaac’s behavior problem:

As an assistant nurse manager, the primary responsibility regarding Isaac’s behavior problem is to address it promptly and decisively. The assistant nurse manager must ensure a healthy work environment that fosters positive interpersonal behavior, promotes teamwork, and minimizes conflicts. This includes addressing any disruptive behaviors displayed by staff members, such as Isaac. Additionally, the assistant nurse manager should intervene if these behaviors hinder the unit’s overall functioning or affect patient care negatively.

2. Next steps in dealing with Isaac’s behaviors:

Once informal discussions with Isaac have not yielded positive changes in his behavior, it is necessary to take a more formal approach. The next step would be to initiate a progressive disciplinary process that involves documenting incidents of his disruptive behaviors, issuing verbal and written warnings, and escalating consequences if needed. The assistant nurse manager should also involve human resources to obtain guidance and ensure that the disciplinary process is fair and consistent.

3. Developing Isaac’s people skills:

To address Isaac’s interpersonal issues, the assistant nurse manager must facilitate his development of more effective people skills. This can be accomplished through various approaches, including coaching and mentoring. The assistant nurse manager should provide Isaac with regular feedback, highlighting specific areas for improvement and offering suggestions for modifying his behavior. Additionally, arranging for professional development opportunities, such as communication skills training or conflict resolution workshops, can help Isaac enhance his interpersonal skills and promote a positive work environment.

1. Potential impact of the holiday coverage conflict on the assistant nurse manager and unit staff:

The holiday coverage conflict, coupled with the perception of unfairness surrounding the allocation of holiday time, can have significant repercussions on both the assistant nurse manager and the unit staff. The conflict may decrease morale, instigate factionalism, and impair overall teamwork. This can result in decreased job satisfaction, increased stress levels, and reduced productivity among the staff members. Moreover, the conflict may also contribute to higher staff turnover rates and the loss of experienced nurses, which can negatively impact patient care and continuity of care.

2. Positive and negative consequences of the holiday coverage conflict:

A positive consequence of the holiday coverage conflict is the opportunity for open communication and dialogue among staff members. This conflict can serve as a catalyst for identifying and addressing underlying issues related to scheduling and allocation of resources. Through constructive discussions, the conflict can lead to innovative solutions and improvements in the holiday coverage process.

On the other hand, a negative consequence of the conflict is the potential for increased animosity, emotional distress, and decreased job satisfaction among staff members. If the conflict persists or escalates, it can undermine teamwork and collaboration, erode trust in leadership, and create a toxic work environment. This in turn can compromise patient care and negatively affect the unit’s performance.

3. Conflict resolution model for addressing the holiday coverage conflict:

In order to resolve the holiday coverage conflict, the assistant nurse manager can apply the Thomas-Kilmann Conflict Mode Instrument (TKI) model. This model provides five different conflict resolution styles, including competing, collaborating, compromising, avoiding, and accommodating. The assistant nurse manager should encourage a collaborative approach where staff members are involved in the decision-making process regarding holiday coverage. This can be achieved through meetings or surveys that allow staff members to voice their preferences and concerns. By actively seeking input from the staff, the assistant nurse manager can promote fairness, transparency, and inclusiveness, ultimately resolving the conflict and restoring harmony within the unit.