What strategy supports effective conflict resolution during high-stress shifts?

• A. Silent treatment until shift ends.
• B. Structured communication (e.g., CUS), debriefs, and escalation to leadership when needed.
• C. Publicly criticizing staff.
• D. Avoid addressing conflict.

Answer: (B)

When teams face high stresses, having a clear, collaborative way to handle disagreements keeps patient safety first and preserves trust. Using a structured communication approach gives everyone a shared language to raise concerns without blame. For example, a concise framework helps a staff member express what they are Concerned about, what makes them uncomfortable, and why this is a Safety issue. That concrete sequence minimizes misinterpretation and ensures important issues are heard promptly, even when emotions run high.

Following up with a debrief after tense moments reinforces learning and accountability. It provides a dedicated time to review what happened, what went well, and what needs to change, so the team can adjust workflows, clarify expectations, and prevent similar conflicts in the future.

Knowing when to involve leadership ensures issues get the resources or authority needed to resolve them. Escalation is not about blaming individuals; it’s about safeguarding patient care and supporting the team with needed guidance or policy decisions.

By contrast, silent treatment, public criticism, or avoiding conflict tend to erode trust, escalate frustration, and allow risky situations to persist. The structured approach keeps communication open, targets the problem, and sustains teamwork under pressure.