chapter 24

Question 1

define conflict

Answer 1

a disagreement in values or beliefs within one self or between people or organizations

Question 2

define congruence

Answer 2

alignment of ones real and ideal selves leading to greater ability to be authentic and thrive in ones roles

Question 3

if there is separation between ideal and real selves, what can this lead to (3)

Answer 3

maladaptive perfectionism, emotional dissociation, avoidance of conflict

Question 4

when nurses feel little control/autonomy, what can arise?

Answer 4

reacting from a place of threat when unpredictable events occur or opposing opinions present

Question 5

define self-compassion

Answer 5

ones ability to receive and respond constructively to feedback and is necessary for congruence

Question 6

in workplaces where diversity is feared, conflict is _______

Answer 6

avoided

Question 7

what do nurses tend to do in hopes of spontaneous resolution of conflict (3)

Answer 7

avoid conflict, compromise, withdraw

Question 8

the self-sacrificing behaviour seen in avoidance and accommodation is supported by the ______ ________ of nursing

Answer 8

altruistic nature

Question 9

define intrapersonal conflict

Answer 9

occurs within a person when confronted with the need to think or act in a way that conflicts with ones personality, goals, or values leading to emotional incrongruence

Question 10

define interpersonal conflict

Answer 10

occurs between and among patients, family members, nurses, physicians, and members of other departments

Question 11

what is the most common type of conflict experienced by nurses in the workplace

Answer 11

interpersonal

Question 12

define organizational conflict

Answer 12

discord exists between policies and procedures, personnel codes of conduct, or accepted norms of behaviour and patterns of communication

Question 13

what can organizational conflict be related to (2)

Answer 13

hierarchical structure, role differential between employees

Question 14

what are the 4 stages of conflcit

Answer 14

frustration, conceptualization, action, outcomes

Question 15

what occurs during the frustration stage of conflict

Answer 15

when people or groups perceive that their goals may be blocked

Question 16

what occurs in the conceptualization stage of conflict

Answer 16

there are different interpretations of the situation, including a different emphasis on whats important and not, and different thoughts about what should occur next

Question 17

how does one move forward from the conceptualization stage (2)

Answer 17

identify each others differences in interpretation, identify resources

Question 18

what occurs during the action stage of conflict

Answer 18

a behavioural response to a conflict which may include seeking clarification on each other’s views, collect additional information, or engage in dialogue

Question 19

what usually leads to successful resolution in the action stage

Answer 19

identifying a common goal to unite individuals

Question 20

what occurs during the outcomes stage of conflict

Answer 20

tangible or intangible consequences result from actions taken

Question 21

conflict arises from discrepancies in four areas. what are they

Answer 21

facts, goals, approaches, values

Question 22

what are the 5 approaches to managing conflcit

Answer 22

avoid, accomodate, compete, compromise, collaborate

Question 23

define avoidance

Answer 23

fear-based approach to not acknowledge the conflict

Question 24

generally avoidance is unproductive and can lead to frustration. however, what are some cases where avoidance can be effective (4)

Answer 24

trivial/temporary issues, no chance to obtain wants or needs, potential negative effects outweigh potential positive effects, people need to cool down

Question 25

define accommodating

Answer 25

people neglect their own needs, goals, and concerns while trying to satisfy those of others

Question 26

in what situations can accommodating be effective (5)

Answer 26

other’s ideas are better, issue is more important to the other person, continued competition would damage relationships and the major outcome, preservation of relationships, letting others learn from mistakes

Question 27

define competing

Answer 27

pursue own needs and goals at the expense of others that could develop from incongruence

Question 28

in what situations can competing be effective (4)

Answer 28

quick action is needed, unpopular action is needed, an individual/group is right about issues that are vital to group welfare, others have taken advantage of someone else

Question 29

define compromising

Answer 29

a give-and-take to create a middle ground

Question 30

what is the preferred means for union negotiations

Answer 30

compromising

Question 31

what is the most effective conflict strategy for nurse managers

Answer 31

compromise

Question 32

5 situations where compromise is effective

Answer 32

two sides are committed to a mutual goal, temporary solutions to complex issues are needed, conflicting goals are not worth major confrontation, time pressure, collaborating and competing fail

Question 33

define collaborating

Answer 33

a group of people working together to achieve a common goal

Question 34

what is the predominant conflict management strategy for staff nurses (2)

Answer 34

avoidance, accommodation

Question 35

what is the predominant conflict management strategy for nurse managers

Answer 35

compromise

Question 36

why do nurses often avoid conflict (2)

Answer 36

fear a consequence, jeprodize career advancement

Question 37

nursing culture tends to be __________ whereby _________ is percieved as a threat

Answer 37

homogenizing, diversity

Question 38

what conflict management strategy do nursing students commonly use (2)

Answer 38

avoidance, compromise

Question 39

how can nurse leaders promote positive clinical practice environments in terms of conflict

Answer 39

conflict prevention, support conflict resolution

Question 40

define mediation

Answer 40

a process using a trained third part to assist with conflict resolution when those close to the source cannot manage conflict

Question 41

what is a significant source of interpersonal conflict

Answer 41

social dominance