Implementing and sustaining evidence-based practices in long-term care.

Managing and Mitigating Conflict in Health-Care Teams

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    Effective nursing practice is dependent on an effective therapeutic relationship between the nurse and the client. This guideline addresses the qualities and capacities of an effective therapeutic relationship, the state of knowledge, and the knowledge needed to be effective. To implement a therapeutic relationship successfully, an organization's characteristics and workplace values must be supportive and in place. An organization readiness assessment based on the best practice recommendations is provided. Supplement: 2006

    Registered Nurses’ Association of Ontario. (2002). Establishing therapeutic relationships. Toronto, ON, Canada: Author. Retrieved from


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    The goal of this best practice guideline is to strengthen collaborative practice among nurses, because effective collaborative practice is essential for working in health-care organizations. In this guideline, we focus on collaborative practice amongst three types of nursing professionals – registered nurse (RN), registered practical nurse (RPN) and nurse practitioner (NP) – and explore what fosters healthy work environments for them, aware that collaboration must align with the needs of the patient or client. This best practice guideline was developed to assist nurses, nursing leaders, other health professionals and senior managers to enhance positive outcomes for patients/clients (individual/family/group/community), nurses, and the organization through intra-professional collaborative practice. This guideline was based on the best available evidence and where evidence was limited, the best practice recommendations were based on the consensus of expert opinion. This guideline identifies:

    • best practices for intra-professional practice; and
    • the organizational culture, values and relationships, and the structures and processes required, for developing and sustaining effective intra-professional nursing practice among nurses.

    Registered Nurses’ Association of Ontario. (2016). Intra-professional Collaborative Practice among Nurses . Toronto, ON, Canada: Author. Retrieved from: 

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    SBAR TeamSTEPPS Long-term care is a video on using the SBAR tool to improve communication in the team. TeamSTEPPS is an evidence-based framework to optimize team performance across the health care delivery system.

    Reference:. TeamSTEPPS®. The Agency for Healthcare Research and Quality (AHRQ) and the Department of Defense (DoD), USA. SBAR TeamSTEPPS Long-term care. Retrieved from 

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    Addresses team development, team structure, set up, roles and responsibilities and conflict management styles.

    Reference: Health Quality Ontario (April 2013). Quality Improvement Primers: Teamwork Primer. Queen’s Printer for Ontario, 2013. Retrived from Health Quality Ontario available at

    Individuals may reproduce these materials for their use provided that proper attribution is given to the appropriate source. The recommended citation for this resource guide is: Health Quality Ontario (April 2013). HQO is funded by the Ontario Ministry of Health and Long-Term Care (MOHLTC). The opinions expressed in this publication are those of the authors and do not reflect the official views of the Ministry.

    © Queen’s Printer for Ontario, 2013

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    This document presents and discusses the components of the Five Dysfunctions of a Team Model and provides a team assessment tool to determine to what degree the five dysfunctions exist in your team.

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    Tips on  how to manage and mitigate conflict (e.g. how to be “self-aware” during conflict, five responses to conflict, steps to resolve conflict, questions to ask when conflict arises, barriers to resolution, etc.).

    Registered Nurses’ Association of Ontario. (2012, September). Managing and Mitigating Conflict in Health-care Teams Best Practice Guideline. Toronto, ON, Canada: Author. pp. 86-88. Retrieved from:

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    This guide reviews Lencioni’s 5 dysfunctions of a team model and discusses and provides clear tables related to building trust and what people need to feel trusted, mastering conflict, achieving commitment, engaging in conflict resolution, accountability, and focusing on results.


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