THE ROLE OF NURSES AS MEDIATORS OF CONFLICTS ARISING FROM INTERPERSONAL RELATIONSHIPS IN THE WORKPLACE

Abstract

This study aimed to analyze, through an integrative literature review, the scientific evidence on interpersonal conflicts in the nursing work environment and the role of nurses as mediators of these situations. Databases such as CAPES, SciELO, PubMed, LILACS, EBSCO, and Google Scholar were consulted, considering publications between 2020 and 2025. The final review included 22 articles that addressed the causes, impacts, and conflict management strategies in nursing settings. Results indicated that the main causes of conflicts are ineffective communication, lack of emotional and technical preparedness of managers, work overload, and negative behaviors such as moral harassment, social exclusion, and gossip. These factors compromise care quality and professionals’ well-being. The study demonstrated that nurses, in their leadership role, play an essential part in mediating and preventing conflicts, adopting an empathetic, democratic, and participatory approach. Emotional intelligence and nonviolent communication were identified as key competencies for effective conflict management, fostering cooperation, dialogue, and strengthening the organizational climate. It is concluded that continuous development of these skills, along with academic training and ongoing education, is essential for nurses to promote a harmonious, collaborative, and humanized work environment.