The Effect of a Conflict Management Program in the Public Health System on the Knowledge, Attitudes, and Conflict Management Behaviors of Deputy Head Nurses

Abstract

Purpose: This study aimed to compare the mean scores of knowledge, attitudes, and conflict management behaviors of Deputy Head Nurses.

Study design: This study employed a quasi-experimental design with a control group.

Materials and Methods: The sample consisted of 58 professional nurses serving as deputy ward head nurses at Roi Et Hospital. Participants were equally divided into an experimental group (n=29) and a control group (n=29). The experimental group participated in a conflict management program that included lectures, role-playing, communication activities, and dissemination of a conflict management guideline manual. The control group received routine communication and access to the standard conflict management guidelines. The intervention was conducted over an 8-week period. Data was collected using validated questionnaires and analyzed using Paired t-tests and independent samples t-tests were applied to assess pre- and post-intervention differences at a 95% confidence Interval.

Main findings: After the intervention, the experimental group demonstrated statistically significant improvements (p < .05) in mean scores knowledge (Mean Diff = 2.76, 95%CI = 1.67–3.84), attitudes (Mean Diff = 10.62, 95%CI = 6.14–15.10), and conflict management behaviors (Mean Diff = 18.38, 95%CI = 12.94–23.82). When comparing between groups, the experimental group had significantly higher mean scores than the control group in knowledge (Mean Diff = 2.31, 95%CI = 1.43–3.20), attitudes (Mean Diff = 7.97, 95%CI = 2.85–13.08), and conflict management behaviors (Mean Diff = 8.41, 95%CI = 5.08–11.74) (p < .05).

Conclusion and recommendations: The conflict management program was effective in enhancing knowledge, attitudes, and behaviors related to conflict management among deputy ward head nurses. It is recommended that the program be expanded to other professional groups, integrated into the organization’s annual development plans, and supported by diverse learning materials. Long-term follow-up should also be implemented to ensure its sustainability and adaptability to changing contexts.