ch 8 communication and conflict

Question 1

SBAR

Answer 1

situation
background
assessment
recommendation

Question 2

disagreement in values or beliefs within oneself or between people that causes harm or the potential to cause harm

Answer 2

conflict

Question 3

3 types conflict

Answer 3

intrapersonal
interpersonal
organizational

Question 4

important facts to consider to better understand stress and conflict

Answer 4

-context
-extent to which leaders respect staff concerns
-cultures that condone “shame and blame”
-use of compromise to avoid dealing with conflict
-understanding that unresolved stress leads to poor patient outcome

Question 5

4 stages of conflicts

Answer 5

-frustration
-conceptualization
-action
-outcomes

Question 6

5 modes of conflict resolution

Answer 6

-avoiding
-accommodating
-competing
-compromising
-collaborating

Question 7

6 roles of leaders

Answer 7

-healthy work environment
-open communication
-collaborative practice
-modeling behavior
-conflict prevention
-conflict resolution

Question 8

rude, discourteous, or disrespectful actions

Answer 8

incivility

Question 9

aggressive and destructive behavior or psychological harassment of nurses against each other

Answer 9

lateral violence

Question 10

real or perceived power differential between the instigator and recipient

Answer 10

bullying

Question 11

**4 appropriate uses for the avoiding approach
(avoid the TONC)

Answer 11

avoid the “TONC”
Trivial issue
Others can resolve better
Negative effects of initiating
Cool down

Question 12

**6 appropriate uses of accommodation
(accommodate the BLOOMP)

Answer 12

accommodate the “BLOOMP”
Build up credits for later
Let others learn from mistakes
Others ideas are better
Outmatched
More important to someone else
Preserving relationship is important

Question 13

**4 appropriate uses of competing
(compete with the QUOB)

Answer 13

compete with the “QUOB”
Quick decisive action needed
Unpopular action needs to be taken
Others have taken advantage of the group
Best for group welfare

Question 14

**5 appropriate uses of compromise
(compromise with CENET)

Answer 14

Collaborating and competing failed
Expedited solution
Not worth major confrontation
Exclusive goals of two sides
Temporary solution not needed

Question 15

**4 appropriate uses for collaboration
(collaborate CEMC)

Answer 15

Creative solutions
Emotional issues
Merging vastly different viewpoints
Cooperative problem solving