Role of conflict management in preventing burnout due to work conflicts among nurses : A qualitative study
https://doi.org/10.52235/lp.v7i1.641
Keywords:
burnout, community health center, conflict management, nursesAbstract
Background: Workplace conflict is an inevitable phenomenon in nursing practice and, when unresolved, may contribute to burnout among nurses, particularly in primary healthcare settings. Burnout negatively affects nurses’ well-being, work performance, and quality of care, highlighting the importance of effective conflict management strategies at the organizational level.
Objective: This study aimed to explore nurses’ experiences of workplace conflict and to examine the role of conflict management in preventing burnout among nurses at Puskesmas Cimalaka.
Methods: A qualitative study with a phenomenological approach was conducted. Six participants, consisting of four staff nurses and two nurse-in-charge personnel, were recruited using snowball sampling. Data were collected through in-depth interviews and contextual observations. Verbatim transcripts were analyzed thematically to identify patterns, themes, and meanings related to workplace conflict, burnout, and conflict resolution strategies.
Results: All participants reported experiencing workplace conflict, which was generally mild and work-related, including miscommunication, task distribution issues, tardiness, and scheduling conflicts. Five participants experienced signs and symptoms of burnout, primarily emotional exhaustion and temporary psychological strain. Conflict resolution involved peer-assisted approaches and supervisor-mediated interventions. Effective strategies identified were compromise and collaboration, which contributed to timely conflict resolution, improved communication, a more comfortable work environment, increased motivation, perceptions of fairness, and reduced risk of burnout.
Conclusion: Workplace conflict among nurses at Puskesmas Cimalaka is common but manageable. Proactive, fair, and collaborative conflict management strategies play a critical role in mitigating the risk of burnout. Strengthening institutional conflict management mechanisms and addressing structural factors such as workload are essential to sustain nurses’ well-being in primary healthcare settings
Downloads
References
Abdullah, R., & Ahri, R. A. (2019). Pengaruh beban kerja dan konflik interpersonal terhadap kinerja perawat di rumah sakit islam faisal makassar tahun 2018. 14, 288–293.
Aiken, L. H., Sloane, D. M., Bruyneel, L., Heede, K. Van den, Griffiths, P., Busse, R., Diomidous, M., Kinnunen, J., Kozka, M., Lesaffre, E., Mchugh, M. D., Moreno-Casbas, M. T., Rafferty, A. M., Schwendimann, R., Scott, A., Tishelman, C., Achterberg, T. van, & Sermeus, W. (2014). Nurse staffing and education and hospital mortality in nine European countries: a retrospective observational study. The Lancet, 383(9931), 1824–1830. https://www.thelancet.com/journals/lancet/article/PIIS0140-6736(13)62631-8/abstract
Atmaja, F. A. (2023). Analisis Implementatif Strategi Manajemen Konflik Kepala Ruang dengan Kepuasan Kerja Perawat Pelaksana di RSU Anwar Medika. Universitas Bina Sehat PPNI.
Aydogdu, A. L. F., & Disbudak, B. (2025). Interpersonal conflicts in nursing through the lens of senior nursing students: A qualitative study. Nurse Education Today, 144. https://www.sciencedirect.com/science/article/abs/pii/S0260691724003083
Azzahroh, P., Kurniati, D., & Reksaningtyas, A. (2022). Faktor-faktor yang berhubungan dengan burnout syndrome pada tenaga kesehatan IGD selama pandemi Covid-19 di RSAL Dr. Mintohardjo. Jurnal Penelitian Kesehatan Suara Forikes, 13(2), 453–457.
Creswell, J. W., & Creswell, J. D. (2023). Research Design Qualitative, Quantitative, and Mixed Methods Approaches. SAGE Publications.
Diehl, E., Rieger, S., Letzel, S., Schablon, A., Nienhaus, A., Carlos, L., Pinzon, E., & Id, P. D. (2021). The relationship between workload and burnout among nurses : The buffering role of personal , social and organisational resources. PLOS One, 1–17. https://doi.org/10.1371/journal.pone.0245798
Fadhila, A. T. (2025). Pengaruh Kepemimpinan Transformasional dan Work-Life Balance Terhadap Kepuasan Kerja Dengan Psychological Well-Being Sebagai Variabel Mediasi. Universitas Islam Negeri Maulana Malik Ibrahim Malang.
Garcia, S. I. (2024). Peer Relationships: School Mediation Benefits for Sustainable Peace. Pastoral Care In Education, 42(3), 293–317.
Heijden, B. van der, Mahoney, C. B., & Xu, Y. (2019). Impact of Job Demands and Resources on Nurses’ Burnout and Occupational Turnover Intention Towards an Age-Moderated Mediation Model for the Nursing Profession. International Journal of Environmental Research and Public Health, 16(11).
Indra Trio Suprawina. (2021). Pengaruh Keadilan Prosedural Dan Keadilan Interpersonal Terhadap Perilaku Menyimpang Organisasional: Komitmen Organisasional Sebagai Variabel Mediasi (Studi Kasus Pada Perawat Rumah Sakit Pku Muhammadiyah Yogyakarta). In Universitas Islam Indonesia. Universitas Islam Indonesia.
MBI - Maslach, J. (2015). The Maslach Burnout Inventory. Manual research. January. https://www.researchgate.net/publication/277816643
Nur, L., Disman, Ahman, E., Hendrayati, H., & Budiman, A. (2021). Analisis Kepemimpinan Transformasional. Jurnal Ilmu Manajemen & Bisnis, 12(2). https://doi.org/https://doi.org/10.17509/jimb.v12i2.37610
Pitaloka, S. A. D., & Rantung, J. (2023). Kemampuan Berperilaku Asertif Mahasiswa Ilmu Keperawatan Universitas Advent Indonesia. Jurnal Skolastik Keperawatan, 9(2), 134–148.
Pitriani, I., Suryadi, & Chandra, Y. (2025). Hubungan Antara Komunikasi Interpersonal dengan Penyesuaian Diri Peserta Didik di SMP Negeri 23 Kerinci. Jurnal Ilmiah Pendidikan Dasar, 10(September), 253–261.
Pondy, L. R. (1967). Organizational Conflict: Concepts and Models. Administrative Science Quarterly, 12(2), 296–320. https://doi.org/10.2307/2391553
Pratiwi, M. A. (2021). Perkembangan Teori Konflik Organisasi. Jurnal Manajerial Dan Bisnis Tanjungpinang, 4(1), 51–65.
Puspanegara, A., Nugraha, M. D., Heryanto, M. L., & Moonti, M. A. (2023). Pengaruh Gaya Kepemimpinan Kepala Ruangan Terhadap Penanganan Konflik yang Dialami Perawat Pelaksana Dalam Pelaksaan Asuhan di Ruang Rawat Inap RSU KMC Kuningan. Journal of Midwifery Care, 3(2), 155–163. https://doi.org/10.34305/jmc.v3i02.754
Safdar, S., Alvi, A. K., Jawaid, A., Kaur, P., & Yawar, R. B. (2020). Relationship between Job Burnout, Interpersonal Conflicts and Intentions to Leave. European Online Journal of Natural and Social Sciences, 9(1), 1–12.
Sitepu, N. (2023). Model Manajemen Konflik TKI (Thomas-Kilmann Conflict Mode Instrument) Dan Aplikasinya Dalam Kepemimpinan Pastoral Nathanail Sitepu Sekolah Tinggi Teologi Internasional Harvest Semarang. Copyright©, 8(2), 89–101. http://e-journal.sttharvestsemarang.ac.id/index.php/harvester
Somadi, A. F., Naryoso, A., & Nabila, N. L. (2025). Dinamika Konflik Pertemanan Karena Perbedaan Kepribadian. Condent: Communication Student Journal, 3(1), 36–52.
Sugiyono. (2014). Penelitian Pendidikan Pendekatan Kuantitatif Kualitatif R&D cet. In Alfabeta (19th ed.).
Sulistiawati, A. (2021). Gambaran Burnout pada Perawat di Puskesmas Jatilawang, Banyumas, Jawa Tengah [Universitas Padjadjaran]. https://repository.unpad.ac.id/handle/kandaga/220110170186
Tiranie, D., Setyoningrum, F., Ridwan, H., Gilang, M., Al-farisi, M. K., Putri, R., & Safarina, A. (2025). Manajemen Konflik Dalam Tim Keperawatan: Implikasinya Terhadap Efektivitas Proses Keperawatan. Jurnal Kesehatan Tambusai, 6, 9247–9256.
Wardana, D., Mawaddah, H., Mandagi, A. M., & Airlangga, U. (2024). Literature Review : Faktor yang Berhubungan dengan Sindrom Burnout pada Perawat Rumah Sakit Literature Review : Factors Related to Burnout Syndrome in Hospital Nurses. 504–511.
Widhianingtanti, L. T., & Luijtelaar, G. Van. (2022). The Maslach-Trisni Burnout Inventory : Adaptation for Indonesia. 1–21.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Neng Lina Rohmatun Nisa, Iyos Sutresna, Heri Ridwan
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
