title: [Evaluation of a conflict situation between two services in a seniors' residence according to the Herzberg Theory].
abstract: The objectives of this research are to identify employee dissatisfaction in two seniors' residences and to find resolutions to these problems. Conflicts between employees from two different services are not unusual in health care. It remains a major preoccupation for supervisors. Such a conflict arose in a seniors' residence between employees from the food services and the health care members. At every opportunity the quarreling groups would antagonize each other. They were all self-proclaimed experts when it came to the nutritional needs of the residents. The employees were convinced they knew more about the likes and dislikes of the residents than anyone, even more than the nutritionist and the family. The directors wanted to know what originated such conflicting behavior amongst both groups. The Herzberg Theory on hygiene and motivation served as a reference guide for the identification and classification of these factors as well as proposed solutions by the groups of participants. This theoretical model defines the interpretation of dissatisfaction and guides the directors in decision-making and implementation of solutions. Results showed that the food services personnel were more concerned about hygiene whereas the health care noticed dissatisfaction related to motivational factors. Thanks to the application of this model the food service personnel who were experiencing difficulty with hygiene matters saw modifications in their environment and health care employees enjoyed improvements in their tasks.
authors.affiliation: Université Laurentienne à Sudbury, Ontario, Canada.
authors.forename: Anne Marise
authors.initials: AM
authors.lastname: Lavoie
authors.forename: Monique
authors.initials: M
authors.lastname: Labrecque
mesh_terms: D000328:Adult; D001291:Attitude of Health Personnel; D003220:Conflict, Psychological; D005260:Female; D005522:Food Services / Q000458:organization & administration; D006302:Health Services Research; D006701:Home Nursing / Q000458:organization & administration; D006801:Humans; D006920:Hygiene; D007400:Interprofessional Relations; D007588:Job Satisfaction; D008297:Male; D008875:Middle Aged; D009042:Motivation; D015404:Nursing Methodology Research; D009740:Nursing Staff / Q000458:organization & administration / Q000523:psychology*; D052756:Nutritional Sciences; D011582:Psychological Theory; D036301:Qualitative Research; D011795:Surveys and Questionnaires