Dejavniki in načini reševanja konfliktov v zdravstvenih timih: pregled literature : diplomsko delo

Kristančič, Kristina (author), Kvas, Andreja (mentor), Kavčič, Tina (reviewer)

Uvod: V zdravstvenih timih so medosebni odnosi sestavni del vsakodnevne komunikacije in sodelovanja med zaposlenimi. Ti odnosi lahko prispevajo k pozitivni delovni atmosferi, vendar pa lahko v določenih okoliščinah vodijo tudi v nesoglasja in čustveno napetost, zato je pomembno, da se člani zdravstvenega tima zavedajo pomena konstruktivnih odnosov in si prizadevajo za njihovo vzdrževanje in krepitev. Konflikti v zdravstvenih timih so razmeroma pogosti in neizogibni, saj izvirajo iz različnih vzrokov in predstavljajo enega ključnih izzivov v medpoklicnem sodelovanju. Namen: Namen diplomskega dela je raziskati najpogostejše dejavnike, ki povzročajo konflikte med zaposlenimi v zdravstvenih timih, ter katerih načinov reševanja konfliktov se zaposleni najpogosteje poslužujejo. Metode: Izveden je bil pregled domače in tuje znanstvene literature. Literaturo smo iskali s pomočjo bibliografskih podatkovnih zbirk CINAHL, ERIC, MEDLINE, ScienceDirect in Nursing research. Literaturo smo iskali s pomočjo ključnih besed: medosebni odnosi, konflikt, vzroki za konflikte, obvladovanje konfliktov, reševanje konfliktov, aktivatorji in zdravstveno osebje, v angleščini interpersonal relationships, conflict, causes of conflict, conflict management, conflict resolution, triggers, and healthcare personnel. Vključena je bila literatura iz obdobja od 2015 do 2024. Rezultati: V končno analizo je bilo vključenih 9 znanstvenih člankov. S pregledom literature smo ugotovili, da so najpogostejši vzroki za nastanek konfliktov povezani z organizacijskimi dejavniki, kot sta slaba organizacija dela in neustrezno vodenje zdravstvenih timov. Tem sledijo medosebni odnosi in individualne značilnosti posameznikov. Našteti dejavniki se pogosto medsebojno prepletajo in skupaj prispevajo k nastanku konfliktov, zato jih lahko pojmujemo kot aktivatorje konfliktov. Nadalje smo ugotovili, da je najpogosteje uporabljen način reševanja konfliktov v medosebnih odnosih v zdravstvenih timih izogibanje, sledi mu pogajanje. Slednji je bil v večini raziskav potrjen kot najuspešnejši način reševanja konfliktov, poleg sodelovanja. Razprava in zaključek: Ključnega pomena je, da se konflikti prepoznajo pravočasno, obravnavajo odprto in rešujejo konstruktivno s pomočjo jasne komunikacije in medsebojnega spoštovanja ter z organizacijsko podporo. Uspešno obvladovani konflikti krepijo medosebne odnose, zadovoljstvo pri delu zaposlenih ter posledično zagotavljajo kakovostno zdravstveno obravnavo pacientov.

• Language: Slovenian
• Keywords: diplomska dela, zdravstvena nega, aktivatorji, obvladovanje, preprečevanje, medosebni odnosi, zdravstveni delavci
• Work type: Bachelor thesis/paper
• Typology: 2.11 - Undergraduate Thesis
• Organization: ZF - Faculty of Health Sciences
• Place of publishing: Ljubljana
• Publisher: [K. Kristančič]
• Year: 2025
• Number of pages: 34 str.
• PID: 20.500.12556/RUL-171219
• UDC: 616-083
• COBISS.SI-ID: 246008323
• Publication date in RUL: 20.08.2025

Secondary language

• Language: English
• Title: Factors and methods of conflict resolution in healthcare teams: a literature review : diploma work

Abstract

Introduction: In healthcare teams, interpersonal relationships are an integral part of daily communication and collaboration among employees. These relationships can contribute to a positive work atmosphere; however, under certain circumstances, they may also lead to disagreements and emotional tension. Therefore, it is important for members of the healthcare team to be aware of the importance of constructive relationships and to strive to maintain and strengthen them. Conflicts within healthcare teams are relatively common and often unavoidable, as they arise from various causes and represent one of the key challenges in interprofessional collaboration. Methods: A review of domestic and international scientific literature was conducted. The literature was searched using the bibliographic databases CINAHL, ERIC, MEDLINE, ScienceDirect, and Nursing Research. The search was performed using the following keywords: interpersonal relationships, conflict, causes of conflict, conflict management, conflict resolution, triggers, and healthcare personnel, published between 2015 and 2024. Results: A total of nine scientific articles were included in this analysis. The systematic literature review revealed that the most common causes of conflict are related to organizational factors, such as poor work organization and inadequate leadership within healthcare teams. These are followed by interpersonal relationships and individual characteristics of team members. These factors often overlap and interact, jointly contributing to the emergence of conflicts, and can therefore be regarded as conflict triggers. We further found that the most commonly used method of resolving conflicts in interpersonal relationships in healthcare teams is avoidance, followed by negotiation. The latter has been confirmed in most studies as the most successful method of resolving conflicts, in addition to cooperation. Discussion and conclusion: It is crucial that conflicts are recognized in a timely manner, addressed openly and resolved constructively through clear communication, mutual respect and organizational support. Only successfully managed conflicts strengthen interpersonal relationships, employee job satisfaction and, consequently, ensure high-quality healthcare for patients.

• Keywords: diploma theses, nursing care, activators, management, prevention, interpersonal relationships, healthcare professionals