Document Type : Original Article
Authors
1 Department of Critical Care and Nursing Management, School of Nursing and Midwifery, Tehran University of Medical Sciences, Tehran, Iran
2 Department of Critical Care and Nursing Management, School of Nursing and Midwifery, Nursing and Midwifery Care Research Center, Tehran University of Medical Sciences, Tehran, Iran
Abstract
BACKGROUND: In the turbulent and stressful work environment of prehospital emergencies, the conflict
among emergency medical technicians (EMT) and other health‑care providers is inevitable. This study
aims to examine the concept of workplace interpersonal conflict (WIC) in prehospital emergencies.
MATERIALS AND METHODS: The eight‐step Walker and Avant’s concept analysis approach was
adopted to define the concept. Iranmedex, SID, Magiran, ISC, PubMed, Scopus, Embase, and Web
of Science searched with keywords such as WIC and hospital emergencies. After an extensive review
of online national and international databases, one dictionary, nine books, and 25 articles in English
and Persian were retrieved for the purposes of the study.
RESULTS: The antecedents, attributes, and consequences of the concept identified. EMT must
learn how to eliminate their destructive effects while enhancing constructive effects.
CONCLUSION: Conflict is an inevitable part of life, and EMT must learn how to reduce their destructive
effects while increasing constructive results.
Keywords
1. Cone D, Brice JH, Delbridge TR, Myers JB. Emergency Medical
Services: Clinical Practice and Systems Oversight. Vol. 2.Pondicherry, India: John Wiley and Sons; 2014.
2. Mikkola R, Paavilainen E, Salminen‐Tuomaala M, Leikkola P.
Out‐of‐hospital emergency care providers’ work and challenges
in a changing care environment. Scand J Caring Sci 2018;32:253‑60.
3. Wang PY, Fang PH, Wu CL, Hsu HC, Lin CH. Workplace violence
in asian emergency medical services: A pilot study. Int J Environ
Res Public Health 2019;16:3936.
4. Granter E, Wankhade P, McCann L, Hassard J, Hyde P. Multiple
dimensions of work intensity: Ambulance work as edgework.
Work Employment Soc 2018;33:280‑97.
5. Sheikhbardsiri H, Afshar PJ, Baniasadi H, Farokhzadian J.
Workplace violence against prehospital paramedic personnel(city
and road) and factors related to this type of violence in
Iran. J Interpers Violence. 2020 Oct 27:886260520967127. doi:
10.1177/0886260520967127. Epub ahead of print. PMID: 33107378.
6. Aminizadeh M, Saberinia A, Salahi S, Sarhadi M, Jangipour
Afshar P, Sheikhbardsiri H. Quality of working life and
organizational commitment of Iranian pre‑hospital paramedic
employees during the 2019 novel coronavirus outbreak.
International Journal of Healthcare Management, 1‑9. doi:
10.1080/20479700.2020.1836734.
7. Farhadloo R, Goodarzi Far J, Azadeh MR, Shams S,
Parvaresh‑Masoud M. Evaluation of bacterial contamination on
prehospital ambulances before and after disinfection. Prehosp
Disaster Med 2018;33:602‑6.
8. Almost J, Wolff AC, Stewart‑Pyne A, McCormick LG, Strachan D,
D’Souza C. Managing and mitigating conflict in healthcare teams:
An integrative review. J Adv Nurs 2016;72:1490‑505.
9. Brophy J. Leadership Essentials for Emergency Medical Services.
Massachusetts, USA: Jones & Bartlett Learning; 2010.
10. Gregov L, Kovačević A, Slišković A. Stress among Croatian
physicians: comparison between physicians working in
emergency medical service and health centers: pilot study. Croat
Med J 2011;52:8‑15.
11. Jerng JS, Huang SF, Liang HW, Chen LC, Lin CK, Huang HF,
et al. Workplace interpersonal conflicts among the healthcare
workers: Retrospective exploration from the institutional incident
reporting system of a university‑affiliated medical center. PLoS
One 2017;12:e0171696.
12. Jiménez‑Herrera MF, Axelsson C. Some ethical conflicts in
emergency care. Nurs Ethics 2015;22:548‑60.
13. KeeblerJR, Lazzara EH, Misasi P. Human Factors and Ergonomics
of Prehospital Emergency Care. Boca Raton, Florida, USA: CRC
Press; 2017.
14. Patterson PD, Weaver MD, Weaver SJ, Rosen MA, Todorova G,
Weingart LR, et al. Measuring teamwork and conflict among
emergency medical technician personnel. Prehosp Emerg Care
2012;16:98‑108.
15. Delves‑Yates C, Stockl A, Moore J. Making sense of concept
analysis. Nurse Res 2018;25:43‑6.
16. Nuopponen A. Methods of concept analysis‑a comparative
study. LSP Journal‑Language for special purposes, professional
communication, knowledge management and cognition.
2010;1 (1):4‑12.
17. Foley AS, Davis AH. A guide to concept analysis. Clin Nurse Spec
2017;31:70‑3.
18. Fawcett J. Thoughts on concept analysis: Multiple approaches,
one result. Nurs Sci Q 2012;25:285‑7.
19. Rodgers BL, Knafl KA. Concept Development in Nursing:
Foundations, Techniques, and Applications. Philadelphia, USA:
WB Saunders Co; 1999.
20. Ramezani M, Ahmadi F, Mohammadi E, Kazemnejad A. Spiritual
care in nursing: A concept analysis. Int Nurs Rev 2014;61:211‑9.
21. Walker L, Avant K. Strategies for Theory Construction in Nursing.
5th ed. Upper Saddle River, NJ: Pearson; 2011. p. 256.
22. Cox KB. The effects of intrapersonal, intragroup, and intergroup
conflict on team performance effectiveness and work satisfaction.
Nurs Adm Q 2003;27:153‑63.
23. Forté PS. The high cost of conflict. Nurs Econ 1997;15:119‑23.
24. Rahim MA. Managing Conflict in Organizations. New Brunswick,
USA: Transaction Publishers; 2010.
25. Riaz MK, Junaid FA. Types, sources, costs and consequences of
workplace conflict. Asian J Manage Res 2011;2:600‑11.
26. Merriam‑Webster. Merriam‑Webster’s Dictionary and Thesaurus.
Clive, Iowa, USA: Perfection Learning Corporation; 2014.
27. Marquis BL, Huston CJ. Leadership Roles and Management
Functions in Nursing: Theory and Application. London, U.K.:
Lippincott Williams and Wilkins; 2009.
28. Römer M, Rispens S, Giebels E, EuwemaMC. A helping hand? The
moderating role of leaders’ conflict management behavior on the
conflict–stress relationship of employees. Negot J 2012;28:253‑77.
29. Spector PE, Jex SM. Development of four self‑report measures
of job stressors and strain: Interpersonal Conflict at Work
Scale, Organizational Constraints Scale, Quantitative Workload
Inventory, and Physical Symptoms Inventory. J Occup Health
Psychol 1998;3:356‑67.
30. Wall JA Jr., Callister RR. Conflict and its management. J Manage
1995;21:515‑58.
31. Guidroz AM, Wang M, Perez LM. Developing a model of
source‐specific interpersonal conflict in health care. Stress Health
2012;28:69‑79.
32. Patton C. Conflict in health care: A literature review. Internet J
Healthc Adm 2014;9:1‑11.
33. Curşeu Petru L, Boroş S, Oerlemans Leon AG. Task and
relationship conflict in short‐term and long‐term groups:
The critical role of emotion regulation. Int J Conflict Manage
2012;23:97‑107.
34. Niiyama E, Okamura H, Kohama A, Taniguchi T, Sounohara M,
Nagao M. A survey of nurses who experienced trauma in the
workplace: Influence of coping strategies on traumatic stress.
Stress Health 2009;25:3‑9.
35. Fox S, Stallworth LE. The battered apple: An application of
stressor‑emotion‑control/support theory to teachers’ experience
of violence and bullying. Hum Relat 2010;63:927‑54.
36. Gossman WE, Toney‑Butler TJ. Conflict Management.
Treasure Island ( F L ) : S t a t P e a r l s P u b l i s h i n g ;
2020 January. Available from: https://www.ncbi.nlm
.nih.gov/books/NBK470432/. [Last accessed on 2020 Feb 17].
37. Almost J. Conflict within nursing work environments: Concept
analysis. J Adv Nurs 2006;53:444‑53.
38. Ilies R, Johnson MD, Judge TA, Keeney J. A within‐individual
study of interpersonal conflict as a work stressor: Dispositional
and situational moderators. J Organ Behav 2011;32:44‑64.
39. Sandman L, Nordmark A. Ethical conflicts in prehospital
emergency care. Nurs Ethics 2006;13:592‑607.
40. Bigham BL, Jensen JL, Tavares W, Drennan IR, Saleem H,
Dainty KN, et al. Paramedic self‑reported exposure to
violence in the emergency medical services (EMS) workplace:
A mixed‑methods cross‑sectional survey. Prehosp Emerg Care
2014;18:489‑94.
41. Kamphausen A, Roese H, Oechsle K, Issleib M, Zöllner
C, Bokemeyer C, et al. Challenges faced by prehospital
emergency physicians providing emergency care to patients
with advanced incurable diseases. Emergency Medicine
International, vol. 2019, 11 pages, 2019. https://doi.
org/10.1155/2019/34564711.
42. Mason S, Knowles E, Freeman J, Snooks H. Safety of paramedics
with extended skills. Acad Emerg Med 2008;15:607‑12.
43. Willis S, Dalrymple R. Fundamentals of Paramedic Practice:
A Systems Approach. Delmar, USA: John Wiley and Sons; 2019.
44. Masoud MP, Nejad MK, Darebaghi H, Chavoshi M, Farahani M.
The decision support system and conventional method of
telephone triage by nurses in emergency medical services: A comparative investigation. Int J E Bus Res 2018;14:77‑88.
45. Beaton RD, Murphy SA. Sources of occupational stress among
firefighter/EMTs and firefighter/paramedics and correlations
with job‑related outcomes. Prehosp Disaster Med 1993;8:140‑50.
46. Sanders MJ, Lewis LM, Quick G. Mosby’s Paramedic Textbook.
Burlington, USA: Jones and Bartlett Publishers; 2012.
47. Nixon V. Professional Practice in Paramedic, Emergency and
Urgent Care. West Sussex, U.k.: Wiley Online Library; 2013.
48. Thomas KW. Conflict and Negotiation Processes in Organizations.
In Handbook of industrial and organizational psychology, Vol. 3,
2nd ed. (pp. 651‑717). Palo Alto, CA, US: Consulting Psychologists
Press.; 1992.
49. Thomas KW, Kilmann RH. Thomas‑Kilmann Conflict Mode
Instrument: Profile and Interpretive Report. Windsor, Ontario,
USA: CPP, Incorporated; 2017.
50. Pondy LR. Organizational conflict: Concepts and models. Adm
Sci Q 1967;12(2):296‑320.
51. Cherry B, Jacob SR. Contemporary Nursing: Issues, Trends, and
Management. Maryland, USA: Elsevier Health Sciences; 2016.
52. Lipcamon JD, Mainwaring BA. Conflict resolution in healthcare
management. Radiol Manage 2004;26:48‑51.
53. Overton AR, Lowry AC. Conflict management: Difficult
conversations with difficult people. Clin Colon Rectal Surg
2013;26:259‑64.
54. Shin JH. Developing constructive and proactive conflict
management strategies in healthcare. J Commun Healthc
2009;2:78‑94.
55. Schaubhut NA. Thomas‑Kilmann Conflict Mode Instrument.
Windsor, Ontario, USA: CPP Research Department; 2007.
56. Liu Y, Aungsuroch Y, Yunibhand J. Job satisfaction in nursing:
A concept analysis study. Int Nurs Rev 2016;63:84‑91.
57. Beebe R, Myers J. Professional Paramedic, Volume I: Foundations
of Paramedic Care. Delmar, USA: Nelson Education; 2012.
58. Maleki M, Mousavi SM, Anjomshoa M, Shaarbafchizadeh N,
Naimi Taleghani Z. Does intradisciplinary conflict influence to
outcomes of emergency medicine residency program? A mixed
methods study. Bull Emerg Trauma 2017;5:292‑8.
59. Joseph J. Mistovich, Keith J. Karren Ph.D.,Brent Hafen. Prehospital
Emergency Care. London, U.K.: Pearson Education; 2014.
60. O’Keefe S, Bibi S, Rubin‑Smith J, Feldman J. 397 a qualitative
analysis of the effects of a statewide ban on ambulance diversion
on an urban emergency medical services system. Ann Emerg Med
2012;60:S140.
61. Butts T. Manager as mediator: Attitude, technique, and process in
constructive conflict resolution in the workplace. In: Advancing
Workplace Mediation Through Integration of Theory and Practice.
Cham, Switzerland: Springer; 2016. p. 189‑217.
62. Elgoibar P, Euwema M, Munduate L. Conflict Management.
https://oxfordre.com/psychology/view/10.1093/
acrefore/9780190236557.001.0001/acrefore-9780190236557-e-5:
Oxford Research Encyclopedia of Psychology; 2017.
63. Ertosun ÖG. Constructive conflict resolution: The role of leader
personality. In: Handbook of Research on Positive Organizational
Behavior for Improved Workplace Performance. Hershey,
Pennsylvania, USA: IGI Global; 2020. p. 291‑309.
64. Kay AA, Skarlicki DP. Cultivating a conflict‑positive workplace:
How mindfulness facilitates constructive conflict management.
Organizational Behavior and Human Decision Processes, 2020,
159:8‑20.
65. Gamian‑Wilk M, Bjørkelo B, Madeja‑Bien К, editors. Coping
Strategies to Exposure to Workplace Bullying. University of Lower
Silesia, Poland: Forum Oświatowe; 2017.
66. Salolomo B, Don‑Solomon A. Retrospective view of conflict
management: Its causes, implications and management strategies
in the workplace. European Journal of Research and Reflection
in Management Sciences; 2016;4(2):43‑51.
67. Ang M. Advanced communication skills: Conflict management
and persuasion. Acad Med 2002;77:1166.
68. Johansen ML, Cadmus E. Conflict management style, supportive
work environments and the experience of work stress in
emergency nurses. J Nurs Manag 2016;24:211‑8.
69. Shimizu T, Mizoue T, Kubota S, Mishima N, Nagata S.
Relationship between burnout and communication skill training
among Japanese hospital nurses: A pilot study. J Occup Health
2003;45:185‑90.
70. Tam CL, Lee TH, Foo YC, Lim YM. Communication skills, conflict
tactics and mental health: A study of married and cohabitating
couples in Malaysia. Asian Soc Sci 2011;7:79‑87.
71. Ganji Zadeh M, Naderi M, Mansoureh Zaghari Tafreshi M,
Niroumand Zandi K. Factors affecting conflict among emergency
nurses. Q J Nurs Manage 2016;5:18‑25.
72. Kim S, Bochatay N, Relyea‑Chew A, Buttrick E, Amdahl C,
Kim L, et al. Individual, interpersonal, and organisational
factors of healthcare conflict: A scoping review. J Interprof Care
2017;31:282‑90.
73. Payami Bousari M, Ebrahimi H, Ahmadi F, Abedi H. Types and
major causes of conflicts experienced by nurses: A qualitative
analysis. J Adv Med Biomed Res 2008;16:61‑76.
74. Leever AM, Hulst MV, Berendsen AJ, Boendemaker PM,
Roodenburg JL, Pols J. Conflicts and conflict management in
the collaboration between nurses and physicians – A qualitative
study. J Interprof Care 2010;24:612‑24.
75. Dehghan Nayeri N, Negarandeh R. Conflict among Iranian
hospital nurses: A qualitative study. Hum Resour Health
2009;7:25.
Services: Clinical Practice and Systems Oversight. Vol. 2.Pondicherry, India: John Wiley and Sons; 2014.
2. Mikkola R, Paavilainen E, Salminen‐Tuomaala M, Leikkola P.
Out‐of‐hospital emergency care providers’ work and challenges
in a changing care environment. Scand J Caring Sci 2018;32:253‑60.
3. Wang PY, Fang PH, Wu CL, Hsu HC, Lin CH. Workplace violence
in asian emergency medical services: A pilot study. Int J Environ
Res Public Health 2019;16:3936.
4. Granter E, Wankhade P, McCann L, Hassard J, Hyde P. Multiple
dimensions of work intensity: Ambulance work as edgework.
Work Employment Soc 2018;33:280‑97.
5. Sheikhbardsiri H, Afshar PJ, Baniasadi H, Farokhzadian J.
Workplace violence against prehospital paramedic personnel(city
and road) and factors related to this type of violence in
Iran. J Interpers Violence. 2020 Oct 27:886260520967127. doi:
10.1177/0886260520967127. Epub ahead of print. PMID: 33107378.
6. Aminizadeh M, Saberinia A, Salahi S, Sarhadi M, Jangipour
Afshar P, Sheikhbardsiri H. Quality of working life and
organizational commitment of Iranian pre‑hospital paramedic
employees during the 2019 novel coronavirus outbreak.
International Journal of Healthcare Management, 1‑9. doi:
10.1080/20479700.2020.1836734.
7. Farhadloo R, Goodarzi Far J, Azadeh MR, Shams S,
Parvaresh‑Masoud M. Evaluation of bacterial contamination on
prehospital ambulances before and after disinfection. Prehosp
Disaster Med 2018;33:602‑6.
8. Almost J, Wolff AC, Stewart‑Pyne A, McCormick LG, Strachan D,
D’Souza C. Managing and mitigating conflict in healthcare teams:
An integrative review. J Adv Nurs 2016;72:1490‑505.
9. Brophy J. Leadership Essentials for Emergency Medical Services.
Massachusetts, USA: Jones & Bartlett Learning; 2010.
10. Gregov L, Kovačević A, Slišković A. Stress among Croatian
physicians: comparison between physicians working in
emergency medical service and health centers: pilot study. Croat
Med J 2011;52:8‑15.
11. Jerng JS, Huang SF, Liang HW, Chen LC, Lin CK, Huang HF,
et al. Workplace interpersonal conflicts among the healthcare
workers: Retrospective exploration from the institutional incident
reporting system of a university‑affiliated medical center. PLoS
One 2017;12:e0171696.
12. Jiménez‑Herrera MF, Axelsson C. Some ethical conflicts in
emergency care. Nurs Ethics 2015;22:548‑60.
13. KeeblerJR, Lazzara EH, Misasi P. Human Factors and Ergonomics
of Prehospital Emergency Care. Boca Raton, Florida, USA: CRC
Press; 2017.
14. Patterson PD, Weaver MD, Weaver SJ, Rosen MA, Todorova G,
Weingart LR, et al. Measuring teamwork and conflict among
emergency medical technician personnel. Prehosp Emerg Care
2012;16:98‑108.
15. Delves‑Yates C, Stockl A, Moore J. Making sense of concept
analysis. Nurse Res 2018;25:43‑6.
16. Nuopponen A. Methods of concept analysis‑a comparative
study. LSP Journal‑Language for special purposes, professional
communication, knowledge management and cognition.
2010;1 (1):4‑12.
17. Foley AS, Davis AH. A guide to concept analysis. Clin Nurse Spec
2017;31:70‑3.
18. Fawcett J. Thoughts on concept analysis: Multiple approaches,
one result. Nurs Sci Q 2012;25:285‑7.
19. Rodgers BL, Knafl KA. Concept Development in Nursing:
Foundations, Techniques, and Applications. Philadelphia, USA:
WB Saunders Co; 1999.
20. Ramezani M, Ahmadi F, Mohammadi E, Kazemnejad A. Spiritual
care in nursing: A concept analysis. Int Nurs Rev 2014;61:211‑9.
21. Walker L, Avant K. Strategies for Theory Construction in Nursing.
5th ed. Upper Saddle River, NJ: Pearson; 2011. p. 256.
22. Cox KB. The effects of intrapersonal, intragroup, and intergroup
conflict on team performance effectiveness and work satisfaction.
Nurs Adm Q 2003;27:153‑63.
23. Forté PS. The high cost of conflict. Nurs Econ 1997;15:119‑23.
24. Rahim MA. Managing Conflict in Organizations. New Brunswick,
USA: Transaction Publishers; 2010.
25. Riaz MK, Junaid FA. Types, sources, costs and consequences of
workplace conflict. Asian J Manage Res 2011;2:600‑11.
26. Merriam‑Webster. Merriam‑Webster’s Dictionary and Thesaurus.
Clive, Iowa, USA: Perfection Learning Corporation; 2014.
27. Marquis BL, Huston CJ. Leadership Roles and Management
Functions in Nursing: Theory and Application. London, U.K.:
Lippincott Williams and Wilkins; 2009.
28. Römer M, Rispens S, Giebels E, EuwemaMC. A helping hand? The
moderating role of leaders’ conflict management behavior on the
conflict–stress relationship of employees. Negot J 2012;28:253‑77.
29. Spector PE, Jex SM. Development of four self‑report measures
of job stressors and strain: Interpersonal Conflict at Work
Scale, Organizational Constraints Scale, Quantitative Workload
Inventory, and Physical Symptoms Inventory. J Occup Health
Psychol 1998;3:356‑67.
30. Wall JA Jr., Callister RR. Conflict and its management. J Manage
1995;21:515‑58.
31. Guidroz AM, Wang M, Perez LM. Developing a model of
source‐specific interpersonal conflict in health care. Stress Health
2012;28:69‑79.
32. Patton C. Conflict in health care: A literature review. Internet J
Healthc Adm 2014;9:1‑11.
33. Curşeu Petru L, Boroş S, Oerlemans Leon AG. Task and
relationship conflict in short‐term and long‐term groups:
The critical role of emotion regulation. Int J Conflict Manage
2012;23:97‑107.
34. Niiyama E, Okamura H, Kohama A, Taniguchi T, Sounohara M,
Nagao M. A survey of nurses who experienced trauma in the
workplace: Influence of coping strategies on traumatic stress.
Stress Health 2009;25:3‑9.
35. Fox S, Stallworth LE. The battered apple: An application of
stressor‑emotion‑control/support theory to teachers’ experience
of violence and bullying. Hum Relat 2010;63:927‑54.
36. Gossman WE, Toney‑Butler TJ. Conflict Management.
Treasure Island ( F L ) : S t a t P e a r l s P u b l i s h i n g ;
2020 January. Available from: https://www.ncbi.nlm
.nih.gov/books/NBK470432/. [Last accessed on 2020 Feb 17].
37. Almost J. Conflict within nursing work environments: Concept
analysis. J Adv Nurs 2006;53:444‑53.
38. Ilies R, Johnson MD, Judge TA, Keeney J. A within‐individual
study of interpersonal conflict as a work stressor: Dispositional
and situational moderators. J Organ Behav 2011;32:44‑64.
39. Sandman L, Nordmark A. Ethical conflicts in prehospital
emergency care. Nurs Ethics 2006;13:592‑607.
40. Bigham BL, Jensen JL, Tavares W, Drennan IR, Saleem H,
Dainty KN, et al. Paramedic self‑reported exposure to
violence in the emergency medical services (EMS) workplace:
A mixed‑methods cross‑sectional survey. Prehosp Emerg Care
2014;18:489‑94.
41. Kamphausen A, Roese H, Oechsle K, Issleib M, Zöllner
C, Bokemeyer C, et al. Challenges faced by prehospital
emergency physicians providing emergency care to patients
with advanced incurable diseases. Emergency Medicine
International, vol. 2019, 11 pages, 2019. https://doi.
org/10.1155/2019/34564711.
42. Mason S, Knowles E, Freeman J, Snooks H. Safety of paramedics
with extended skills. Acad Emerg Med 2008;15:607‑12.
43. Willis S, Dalrymple R. Fundamentals of Paramedic Practice:
A Systems Approach. Delmar, USA: John Wiley and Sons; 2019.
44. Masoud MP, Nejad MK, Darebaghi H, Chavoshi M, Farahani M.
The decision support system and conventional method of
telephone triage by nurses in emergency medical services: A comparative investigation. Int J E Bus Res 2018;14:77‑88.
45. Beaton RD, Murphy SA. Sources of occupational stress among
firefighter/EMTs and firefighter/paramedics and correlations
with job‑related outcomes. Prehosp Disaster Med 1993;8:140‑50.
46. Sanders MJ, Lewis LM, Quick G. Mosby’s Paramedic Textbook.
Burlington, USA: Jones and Bartlett Publishers; 2012.
47. Nixon V. Professional Practice in Paramedic, Emergency and
Urgent Care. West Sussex, U.k.: Wiley Online Library; 2013.
48. Thomas KW. Conflict and Negotiation Processes in Organizations.
In Handbook of industrial and organizational psychology, Vol. 3,
2nd ed. (pp. 651‑717). Palo Alto, CA, US: Consulting Psychologists
Press.; 1992.
49. Thomas KW, Kilmann RH. Thomas‑Kilmann Conflict Mode
Instrument: Profile and Interpretive Report. Windsor, Ontario,
USA: CPP, Incorporated; 2017.
50. Pondy LR. Organizational conflict: Concepts and models. Adm
Sci Q 1967;12(2):296‑320.
51. Cherry B, Jacob SR. Contemporary Nursing: Issues, Trends, and
Management. Maryland, USA: Elsevier Health Sciences; 2016.
52. Lipcamon JD, Mainwaring BA. Conflict resolution in healthcare
management. Radiol Manage 2004;26:48‑51.
53. Overton AR, Lowry AC. Conflict management: Difficult
conversations with difficult people. Clin Colon Rectal Surg
2013;26:259‑64.
54. Shin JH. Developing constructive and proactive conflict
management strategies in healthcare. J Commun Healthc
2009;2:78‑94.
55. Schaubhut NA. Thomas‑Kilmann Conflict Mode Instrument.
Windsor, Ontario, USA: CPP Research Department; 2007.
56. Liu Y, Aungsuroch Y, Yunibhand J. Job satisfaction in nursing:
A concept analysis study. Int Nurs Rev 2016;63:84‑91.
57. Beebe R, Myers J. Professional Paramedic, Volume I: Foundations
of Paramedic Care. Delmar, USA: Nelson Education; 2012.
58. Maleki M, Mousavi SM, Anjomshoa M, Shaarbafchizadeh N,
Naimi Taleghani Z. Does intradisciplinary conflict influence to
outcomes of emergency medicine residency program? A mixed
methods study. Bull Emerg Trauma 2017;5:292‑8.
59. Joseph J. Mistovich, Keith J. Karren Ph.D.,Brent Hafen. Prehospital
Emergency Care. London, U.K.: Pearson Education; 2014.
60. O’Keefe S, Bibi S, Rubin‑Smith J, Feldman J. 397 a qualitative
analysis of the effects of a statewide ban on ambulance diversion
on an urban emergency medical services system. Ann Emerg Med
2012;60:S140.
61. Butts T. Manager as mediator: Attitude, technique, and process in
constructive conflict resolution in the workplace. In: Advancing
Workplace Mediation Through Integration of Theory and Practice.
Cham, Switzerland: Springer; 2016. p. 189‑217.
62. Elgoibar P, Euwema M, Munduate L. Conflict Management.
https://oxfordre.com/psychology/view/10.1093/
acrefore/9780190236557.001.0001/acrefore-9780190236557-e-5:
Oxford Research Encyclopedia of Psychology; 2017.
63. Ertosun ÖG. Constructive conflict resolution: The role of leader
personality. In: Handbook of Research on Positive Organizational
Behavior for Improved Workplace Performance. Hershey,
Pennsylvania, USA: IGI Global; 2020. p. 291‑309.
64. Kay AA, Skarlicki DP. Cultivating a conflict‑positive workplace:
How mindfulness facilitates constructive conflict management.
Organizational Behavior and Human Decision Processes, 2020,
159:8‑20.
65. Gamian‑Wilk M, Bjørkelo B, Madeja‑Bien К, editors. Coping
Strategies to Exposure to Workplace Bullying. University of Lower
Silesia, Poland: Forum Oświatowe; 2017.
66. Salolomo B, Don‑Solomon A. Retrospective view of conflict
management: Its causes, implications and management strategies
in the workplace. European Journal of Research and Reflection
in Management Sciences; 2016;4(2):43‑51.
67. Ang M. Advanced communication skills: Conflict management
and persuasion. Acad Med 2002;77:1166.
68. Johansen ML, Cadmus E. Conflict management style, supportive
work environments and the experience of work stress in
emergency nurses. J Nurs Manag 2016;24:211‑8.
69. Shimizu T, Mizoue T, Kubota S, Mishima N, Nagata S.
Relationship between burnout and communication skill training
among Japanese hospital nurses: A pilot study. J Occup Health
2003;45:185‑90.
70. Tam CL, Lee TH, Foo YC, Lim YM. Communication skills, conflict
tactics and mental health: A study of married and cohabitating
couples in Malaysia. Asian Soc Sci 2011;7:79‑87.
71. Ganji Zadeh M, Naderi M, Mansoureh Zaghari Tafreshi M,
Niroumand Zandi K. Factors affecting conflict among emergency
nurses. Q J Nurs Manage 2016;5:18‑25.
72. Kim S, Bochatay N, Relyea‑Chew A, Buttrick E, Amdahl C,
Kim L, et al. Individual, interpersonal, and organisational
factors of healthcare conflict: A scoping review. J Interprof Care
2017;31:282‑90.
73. Payami Bousari M, Ebrahimi H, Ahmadi F, Abedi H. Types and
major causes of conflicts experienced by nurses: A qualitative
analysis. J Adv Med Biomed Res 2008;16:61‑76.
74. Leever AM, Hulst MV, Berendsen AJ, Boendemaker PM,
Roodenburg JL, Pols J. Conflicts and conflict management in
the collaboration between nurses and physicians – A qualitative
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