Page 10 - Tale of Transformation

Addressing Conflicts of Daily Life
Bath Aide: Hey Michelle! Tell Nursing to tell the Administrator to tell Laundry to get some more towels - we have two towels and six people to do in the next 30 minutes...
Betty: (pleading) Why can’t this wait ‘til tonight?
How do we work out problems?
Do we have problems with being in short supply of towels, bedding, other supplies? What do we do to address them? If there are problems that cross departmental lines, how do we work them out? Consider dietary and nursing, activities and nursing, other. Sometimes items are in short supply because staff are ‘hoarding’ items so that they can be sure that the residents they care for have what they need.
Issues of Trust
This is clearly an issue of trust – 1.) within the team (‘others hoard so I have to’); 2.) with another department (they don’t send enough to us); or 3.) with administration (they don’t buy what we need).
Blaming words
A good indicator of this problem is the use of ‘blaming’ words. ‘They don’t give us what we need’. If these are comments that are heard in your organization, work on the issues of trust first.
Solutions
Begin to hold cross-departmental learning circles with administration, supervisors and direct caregivers involved. (See learning circles, page 28.) Be willing to spend a couple of months in more general discussions. Discover and discuss what we want for our own moms and dads? How would we want to live when old and frail? Talk about our worries for the residents. Begin to listen to each other, open hearts and minds to the possibility that others also care for the elders and act out of good intentions. This paves the way for the discussion of serious issues and conflicts.
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