Question 1
What should Anita do to address the situation?
The preferred option is D.
This is the most comprehensive and professional leadership response. It addresses all facets of the problem effectively by:
- Immediate de-escalation: Intervening calmly and moving the conflict to a private space protects resident dignity and prevents further escalation.
- Fair process: By listening to both sides, Anita ensures both employees feel heard and respected, which is crucial for de-escalation and resolution.
- Reaffirming standards: It holds both staff members accountable by reminding them of the expected standards of professional conduct and teamwork.
- Problem-solving: It shifts the focus from blame to a constructive solution, addressing both the urgent resident-care issue and the underlying tensions related to workload and communication.
This approach resolves the immediate crisis while also taking steps to repair the team dynamic and prevent future occurrences.
