Estrategias de gestión de conflictos utilizadas por enfermeros gestores portugueses

Martins, Maria Manuela; Trindade, Leticia de Lima; Vandresen, Lara; Amestoy, Simone Coelho; Prata, Ana Paula; Vilela, Carlos

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Revista Brasileira de Enfermagem

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ORIGINAL ARTICLE • Rev. Bras. Enferm. 73 (suppl 6) • 2020 • https://doi.org/10.1590/0034-7167-2019-0336 copiar

Estrategias de gestión de conflictos utilizadas por enfermeros gestores portugueses

Autoría SCIMAGO INSTITUTIONS RANKINGS

RESUMEN

Objetivos:

analizar la percepción y estrategias de administración de conflictos utilizadas por enfermeros en la gestión de personas en servicios de salud portugueses.

Métodos:

estudio descriptivo, correlacional, realizado en servicios de salud portugueses, con muestra no probabilística intencional, totalizando 95 enfermeros gestores. Se utilizó un cuestionario y escala de gestión de conflictos, siendo analizadas, con auxilio de software, las variables de actividades gerenciales y de gestión de conflictos.

Resultados:

se identificó que 60% de los gestores refieren tener que mediar conflictos diariamente, y la mayoría refiere adoptar el diálogo en la conducta. Entretanto, mediante test Kruskal-Wallis, se ha evidenciado que prevalecen las estrategias de imposición en la gestión de conflictos (p = 0,008), siendo las colaborativas más restrictas a la periodicidad mensual (p = 0,049).

Conclusiones:

los gestores perciben la importancia de la colaboración en la mediación de los conflictos, sin embargo, en el cotidiano, tienden a mantener las conductas impositivas, señalizando para un estilo de liderazgo poco transformacional.

Descriptores:
Enfermería; Gestión en Salud; Gestor de Salud; Administración de Servicios de Salud; Liderazgo

Activities performed in the management people	Not performed %	It takes up no time %	Takes up little time %	Takes up some time %	It takes up most of the time %
1. Promote meetings with nurses	10.5	16.8	36.8	30.5	5.3
2. Assist in the shift change	14.9	9.6	27.7	34	13.8
3. Assess nurses' performance	-	6.3	50.5	33.7	9.5
4. Coordinate the process of integration of employees and assume a role of reference	4.2	11.6	42.1	37.9	4.2
5. Calculate nurses' needs according to service conditions	4.2	11.6	42.1	29.5	12.6
6. Guide nurses according to the intensity and complexity of care, using methodologies that allow to calculate, in advance, the number of hours of care needed	10.5	5.3	32.6	44.2	7.4
7. Create, maintain and develop cohesion, team spirit and a work environment, managing conflicts	-	5.3	41.1	38.9	14.5
8. Distribute nurses according to patients' needs	7.4	9.5	38.9	36.8	7.4
9. Promote team commitment and motivation (global view)	-	3.2	46.3	38.9	11.6
10. Ensure formal communication mechanisms for the team and other employees	-	10.5	47.4	35.8	6.3
11. Ensure the planning, organize, coordinate and evaluate the quality of support services	2.1	18.9	37.9	33.7	7.4
12. Acting as a trainer in the multidisciplinary and intradisciplinary team	3.2	10.5	48.4	33.7	4.2
13. Promote and evaluate the professional satisfaction of nurses and other employees	1.1	2.1	48.4	41.1	7.4
14. Create and maintain the conditions for cooperative work among team members	8.4	14.7	38.9	26.3	11.6

Questions (N = 95 participants)	Never/Rarely^* * To better present the results, the options "rarely" and "never" were combined, and accumulated percentages were used, that is, abstentions were excluded, which were at most two, in five questions (%)	Frequently (%)	Always (%)
1. Try to avoid putting yourself in an unpleasant situation and disagreements	21.2	42.6	36.2
2. Avoid open discussions of differences between parties	43	25.8	31.2
3. Try to keep the differences you perceive and are not yet explicit, to avoid resentment	22.1	37.9	40
4. Attempts to satisfy the expectations of the parties involved in the conflict	7.5	42	50.5
5. Seeks to conform to the wishes of those involved	54.7	27.4	17.9
6. Agrees with the solution proposed by the parties	26.3	66.3	7.4
7. Discuss your opinion with the unit's professionals to show your view of the situation	8.5	36.8	54.7
8. It is firm in defending its position on the issue	21.1	58.9	20
9. Supports the solution you have in relation to the problem and usually does not give up on it	25.5	36.2	38.3
10. Negotiate with conflictors so that an agreement can be reached	6.3	47.4	46.3
11. Adopts "give and take", to reach an agreement	31.9	39.4	28.7
12. Proposes a middle ground to resolve the impasses	37.9	54.7	7.4
13. It seeks to reflect on the issue under discussion to find an acceptable solution for you and everyone	5.3	41	53.7
14. Exchange accurate information about the case to solve a problem together	-	36.8	63.2
15. Try to put all concerns on the table so that issues can be resolved in the best way	-	34.7	65.3

Activity	Conflict strategy	P
Assist in the shift change	Accommodation	0.002
Assist in the shift change	Collaboration	0.004
Coordinate the process of integration of employees and assume a role of reference	Conciliation	0.020
Calculate nurses' needs according to service conditions	Accommodation	0.041
Guide nurses according to the intensity and complexity of care, using methodologies that allow calculating, in advance, the number of hours of care needed.	Accommodation	0.023
	Collaboration	0.041
Create, maintain and develop cohesion, team spirit and a work environment, managing conflicts	Accommodation	0.044
Distribute nurses according to patients' needs	Accommodation	0.004
Distribute nurses according to patients' needs	Collaboration	0.000
Ensure the planning, organize, coordinate and evaluate the quality of support services	Accommodation	0.011
	Conciliation	0.029
Create and maintain the conditions for cooperative work among team members	Accommodation	0.001
	Collaboration	0.016

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[1] Corresponding author: Leticia de Lima Trindade. E-mail: letrindade@hotmail.com