TY  - JOUR
T1  - Exploring the Relationship Between Conflict Management Styles and Patient Satisfaction in Healthcare Settings in Jordan from the perspective of healthcare staff employees: A Cross-Sectional Analysis
AU  - Iblasi, Abdulkareem
AU  - Makahleh, Samer
PY  - 2025
DA  - July
Y2  - 2025
DO  - 10.26650/CURARE.2025.1604565
JF  - CURARE Journal of Nursing
PB  - İstanbul Üniversitesi
WT  - DergiPark
SN  - 2980-1133
SP  - 16
EP  - 23
IS  - 8
LA  - en
AB  - Objective: This study explores how five administrative conflict management strategies (ACMS)—competition, avoidance, compromise, accommodation, and collaboration—affect patient satisfaction in healthcare organisations within the Hashemite Kingdom of Jordan.Method: Patients and healthcare professionals from three public and three private hospitals from 18 hospitals in Jordan were surveyed using a descriptive-correlational design. Two validated questionnaires were used to recruit a stratified random sample: a patient satisfaction survey (Cronbach's alpha = 0.79) and a 28-item ACMS evaluation instrument (alpha = 0.81). The evaluation focused on the quality of nursing care, admissions processes, and the overall hospital atmosphere. The staff response rate was 82.8%, while the patient response rate was 85.9%.Results: Healthcare staff emphasised assertiveness and self-interest, favouring the competitive conflict management style (M = 3.40, SD = 0.73). The least favoured approach was avoidance (M = 3.03, SD = 0.79). Collaborative problem-solving efforts were evident in the second-ranked collaboration. Patient satisfaction scores (M = 3.94, SD = 0.83) reflected a positive evaluation of hospital services, with admission processes receiving the highest ratings.Conclusion: Enhancing organisational effectiveness and patient satisfaction in the healthcare industry necessitates effective conflict management. The results underscore the importance of interventions that tackle structural and cultural factors influencing conflict dynamics while promoting assertive and cooperative strategies among Jordanian healthcare workers. This study establishes a foundation for future research and valuable advancements in conflict resolution techniques within the medical field.
KW  - Conflict management styles
KW  - patient satisfaction
KW  - healthcare staff
KW  - healthcare settings
CR  - 1 Shah, S. A., Asif, M. A., Shoukat, M. H., Polatci, S., & Rehman, S. U. (2022). QualitY management practices and inter-organisational project performance: Moderating effects of inter-organisational communication, relationships, and process conflicts in healthcare. SAGE open, 12(3), 21582440221113829. google scholar
CR  - 2 Afzalur Rahim, M. Toward a theory of managing organizational conflict. International Journal of Conflict Management, 2002; 13(3), 206-235. google scholar
CR  - 3 Piryani, R.M. & Piryani, S. Conflict management in healthcare. 2018. google scholar
CR  - 4 McKibben, L. Conflict management: importance and implications. British Journal of Nursing, 2017; 26(2), 100-103. google scholar
CR  - 5 Awalluddin, M., & Maznorbalia, A. A sYstematic literature review of the preferred organisational conflict management stYles in MalaYsia. Environment and Social PsYchologY, 2023;8(2),1-13. google scholar
CR  - 6 Almost, J., Wolff, A. C., Stewart-Pyne, A., McCormick, L. G., Strachan, D. & D’Souza, C. Managing and mitigating conflict in healthcare teams: an integrative review. Journal of Advanced Nursing, 2016; 72(7), 1490-1505. google scholar
CR  - 7 Mosadeghrad, A.M. & Mojbafan, A.Conflict and conflict management in hospitals. International Journal of Health Care Quality Assurance, 2019;32(3),550-561. google scholar
CR  - 8 Aberese-Ako, M., Agyepong, I. A., Gerrits, T., & Van Dijk, H. ‘I used to fight with them but now i have stopped!’: conflict and doctor-nurse-anaesthetists’ motivation in maternal and neonatal care provision in a specialist referral hospital. 4.4 [JP] Plos one, 2015;10(8),e0135129 google scholar
CR  - 9 Olajide, A. T., Asuzu, M. C., & Obembe, T. A. Doctor-nurse conflict in Nigerian hospitals: causes and modes of expression. 2015. google scholar
CR  - 10 Karimi, A., Yektayar, M., Nazari, R. and Mohammadi, S. Conflict management strategy of sport teachers and its influence on student athletic motivation in schools in Gorgan City. European Journal of Experimental Biology, 2013;3(2), 420-424. google scholar
CR  - 11 Rahim, B.A. & Bonoma, T.V.Managing organizational conflict: A model for diagnosis and intervention. Psychological Reports, 1979; 44(3_suppl), 1323-1344. google scholar
CR  - 12 Hirsh, J. B. & Kang, S. K. Mechanisms of identity conflict: Uncertainty, anxiety, and the behavioural inhibition system. Personality and Social Psychology Review, 2016;20(3), 223-244. google scholar
CR  - 13 Akanbi, K.L. Impact of conflict management dynamics on staff performance In tertiary healthcare institutions in North-central, Nigeria. Kwara State University (Nigeria), 2020. google scholar
CR  - 14 Al-Hamdan, Z., Norrie, P. & Anthony D. Conflict management styles used by nurses in Jordan. Journal of Research in Nursing, 2014;19(1), 40-53. google scholar
CR  - 15 Alalawneh, E., Abdelkader, R., Iblasi, A., Alkouri, O., Aburuz, M. and Ababneh, A. Factors associated with adherence to prevention guidelines of pressure injuries among Jordanian nurses in critical care units. Journal of Tissue Viability, 2025;14(1),100853. google scholar
CR  - 16 Iblasi, A.S., et al., First-line Nurse Managerial Competence and Its Influencing Factors in Public Jordanian Hospitals. Nurse Media Journal of Nursing, 2024;14(2), 175-184. google scholar
CR  - 17 Al-Ayed, M., Moosa, S. R., Robert, A. A., & Al Dawish, M. Anxiety, depression and their associated risk factors among patients with diabetic foot ulcer: A two center cross-sectional study in Jordan and Saudi Arabia. Diabetes & Metabolic Syndrome: Clinical Research & Reviews, 2021;15(1),237-242. google scholar
CR  - 18 Daibes, M. A., Iblasi, A. S., Korkmaz, F. D., Oden, T. N., & Elagoz, I. Assessing pressure injury knowledge among Jordanian and Turkish nursing students: A cross-cultural comparison. Journal of Tissue Viability, 2024. google scholar
CR  - 19 Smama’h, Y., Eshah, N. F., Al-Oweidat, I. A., Rayan, A., Nashwan, A. J. The impact of leadership styles of nurse managers on nurses’ motivation and turnover intention among Jordanian nurses. Journal of Healthcare Leadership, 2023; 19-29. google scholar
CR  - 20 Nimer, A., Naser, S., Sultan, N., Alasad, R. S., Rabadi, A., Abu-Jubba M. . . Aborajooh, E. Burnout syndrome during residency training in Jordan: prevalence, risk factors, and implications. International Journal of Environmental Research and Public Health, 2021;18(4),1557. google scholar
CR  - 21 Thomas, K.W. Thomas-kilmann conflict mode. TKI Profile and Interpretive Report, 2008;1(11). google scholar
CR  - 22 Westbrook, K. W., Babakus, E. & Grant, C. C. Measuring patient-perceived hospital service quality: validity and managerial usefulness of HCAHPS scales. Health Marketing Quarterly, 2014,31(2),97-114. google scholar
CR  - 23 DeVellis, R.F. Scale development: Theory and applications. Vol. 26. 2016: Sage publications. google scholar
CR  - 24 Jones, P. S., Lee, J. W., Phillips, L. R., Zhang, X. E., & Jaceldo, K. B. An adaptation of Brislin’s translation model for cross-cultural research. Nursing Research, 2001;50(5),300-304. google scholar
CR  - 25 Chaokromthong, K. & Sintao, N. Sample size estimation using Yamane and Cochran and Krejcie and Morgan and green formulas and Cohen statistical power analysis by G Power and comparisions. Apheit International Journal, 2021;10(2),76-86. google scholar
CR  - 26 Rose, L.T. & Fischer, K.W. Garbage in, garbage out: Having useful data is everything. Measurement: Interdisciplinary Research & Perspective, 2011;9(4),222-226. google scholar
CR  - 27 Boccia, S., et al., A critical appraisal of epidemiological studies comes from basic knowledge: a reader’s guide to assess potential for biases. World Journal of Emergency Surgery, 2007;2, 1-8. google scholar
CR  - 28 Brenner, P.S., Investigating the biasing effect of identity in self-reports of socially desirable behavior. Sociological Focus, 2011;44(1),55-75. google scholar
CR  - 29 Van de Mortel, T.F., Faking it: social desirability response bias in self-report research. Australian Journal of Advanced Nursing, The, 2008;25(4),40-48. google scholar
CR  - 30 Rossiter, J.C., A comparison of social desirability bias among four widely used methods of data collection as measured by the impression management subscale of the balance inventory of desirable responding. 2009, Kent State University. google scholar
UR  - https://doi.org/10.26650/CURARE.2025.1604565
L1  - https://dergipark.org.tr/tr/download/article-file/4454653
ER  -