Ch 13 Conflict Management

Question 1

What are common causes of conflict between nurses and patients? (5)

Answer 1

1. Quality of Care
2. Treatment decisions
3. Family involvement
4. Quality of parental care
5. Staff inconsistency

Question 2

Competition

Answer 2

is a win-lose situation. The use of power occurs, usually used to resolve conflict when one person has more power than the other

Question 3

Avoidance

Answer 3

is a lose-lose situation. Conflict does not get resolved and neither party is satisfied

Question 4

Accommodation

Answer 4

is a lose-win situation. One person accommodates the other person at own expense to avoid conflict, but feels resentful and angry

Question 5

Compromise

Answer 5

is a modified win-lose situation. Recognized the importance of both the resolution of the problem and the relationship between the two people.

Question 6

Collaboration

Answer 6

is a win-win solution to conflict. The needs and feeling of both parties are addressed, it deals with confrontation and problem solving.

Question 7

Sherman tanks (difficult people)

Answer 7

Are the attackers. These people abusive, abrupt, and intimidating. Always have to prove themselves right. Devalue people who are not confident

Question 8

How do deal with a “Sherman tank”?

Answer 8

Stand up for yourself
Give them little time to rant
Sometimes, it is necessary to be rude;get your word in. 
Make them sit down
Dont argue with them or cut them down

Question 9

Snipers (difficult people)

Answer 9

They are not as openly aggressive as the Sherman tanks. These people use innuendos, digs, and non-playful teasing as weapons. Undercut people to make them feel bad.

Question 10

How to deal with a Sniper?

Answer 10

Expose the attack. Ask them very calmly “that sounded like a put down, did you mean it that way?”
Obtain group confirmation. (does anyone else feel this way?)

Question 11

Constant complainers (difficult people)

Answer 11

Feel like they are powerless so they draw attention – but rarely action -to their problem

Question 12

How do deal with a constant complainer?

Answer 12

Listen to their complaints
Dont necessarily agree with them
Move into problem solving mode by asking specific informative questions

Question 13

Clams (difficult people)

Answer 13

Refuse to respond when you need an answer or want to have a discussion

Question 14

How to deal with a clam?

Answer 14

Use open-ended questions to get them to open up
Wait for a response
Be attentive when they finally open up

Question 15

What is anger?

Answer 15

Guilt and resentment. Accumulate over time and lead to a cycle of negative energy that poisons personal growth and relationships

Question 16

How to deal with anger?

Answer 16

Stop.
Look.
Change.
Get Active.
Refocus on the positive.
Pay attention to your breathing.

Question 17

Sexual Harassment

Answer 17

refers to the conduct, typically experienced as offensive in nature, in which unwanted sexual advances are made in the context of a relationship of unequal power of authority.”

Question 18

What to do about being sexually harassed?

Answer 18

Tell the harasser to STOP!
Put your statement in writing to the person
Keep a journal if necessary
Informal complaint (talking about it with both parties)
Formal complaint (legal procedure)