Chapter 24

Question 1

In trying to achieve Magnet status for the hospital, the chief nursing officer establishes a shared governance model to help nurses experience job satisfaction. However, some nurses who have enjoyed working with less autonomy resist this change, which thus creates organizational conflict. Organizational conflict arises from which of the following?
Flat organizational structure.
Less participation in decision-making.
Increased autonomy through self-governance.
Clarity in role responsibilities

Answer 1

Less participation in decision-making.

Question 2

The chief nursing officer plans a series of staff development workshops for the nurse managers to help them deal with conflicts. The first workshop introduces the four stages of conflict, which are:
Frustration, conceptualization, action, and outcomes.
Frustration, conceptualization, negotiation, action, and outcomes.
Frustration, competition, negotiation, and action.
Frustration, cooperation, collaboration, action, and outcome

Answer 2

Frustration, conceptualization, action, and outcomes.

Question 3

Marcus is a circulating nurse in the operating room. He is usually assigned to general surgery, but on this day he is assigned to the orthopedic room. He is unfamiliar with the routines and studies the doctor’s preference cards before each patient. The fourth patient comes into the room, and Marcus prepares a site for a biopsy by using a Betadine solution. The surgeon prefers another solution. He notices what Marcus has done and immediately corrects him by rudely insulting him. Which of the following is the most appropriate approach to conflict resolution in this example?
Collaboration.
Avoiding.
Compromising.
Withdraw.

Answer 3

Compromising.

Question 4

A nursing instructor is teaching a class on conflict and conflict resolution. She relates to the class that conflict in an organization is important and that an optimal level of conflict will generate which of the following?
Creativity, a staid atmosphere, a weak team spirit, and motivation of its workers.
Creativity, a problem-solving atmosphere, growth, and motivation for its workers.
A bureaucratic atmosphere, a strong team spirit, and motivation for its workers.
Creativity, a problem-solving atmosphere, a weak team spirit, and motivation of its workers.

Answer 4

Creativity, a problem-solving atmosphere, growth, and motivation for its workers.

Question 5

Mrs. Gordon, aged 68, was hospitalized after a stroke. The speech therapist recommended that oral feeding be stopped because of her dysphagia. During visiting hours, Mr. Gordon fed his wife some noodles. The nurse noticed this and stopped Mr. Gordon from feeding his wife, telling him it was the doctor’s decision. An hour later, the nurse returned and found Mr. Gordon feeding his wife again. The nurse tried to stop him again. Mr. Gordon refused and claimed that the clinical staff was trying to starve his wife; he also threatened to get violent with the nurse. The nurse decided to walk away and documented the event in Mrs. Gordon’s chart. According to Thomas’s (1992) four stages of conflict, in which stage could the nurse have been more effective?
Frustration.
Action.
Conceptualizing.
Outcomes.

Answer 5

Action.

Question 6

The way in which nurses respond to conflict has changed very little in the past 20 years. What are the two most often (based on research) ways nurses use when faced with conflict? (Select all that apply.)
Compromising
Collaborating
Avoidance
Accommodation

Answer 6

Avoidance
Accommodation

Question 7

Two staff nurses are arguing about working on holidays. In trying to resolve this conflict, the nurse manager understands that interpersonal conflict arises when:
Personal and professional priorities do not match.
The ways in which people should act do not match the ways in which they do act.
People see events differently.
Risk taking seems to be unavoidable.

Answer 7

People see events differently.

Question 8

The nurse manager performs his role in a way that he believes empowers his staff; however, the staff feel smothered by his micromanagement approach. This is a good example of which of the following conditions that propel a situation toward conflict?
Competition for resources.
Role conflicts.
Structural conflict.
Incompatible goals

Answer 8

Incompatible goals

Question 9

Jill is the head nurse on a unit in a large hospital. Two of the staff nurses are constantly arguing and blaming each other for mistakes, and a resolution has not occurred in months. To solve the existing conflict, which is the most desirable conflict resolution?
Avoiding.
Collaborating.
Compromising.
Competing.

Answer 9

Collaborating

Question 10

The head nurse and a staff nurse are having a conflict over how to use and apply a new procedure for dressings in the medical/surgical unit. The staff nurse wishes to use the new procedure, which is based on newly released nursing research. The head nurse wishes to use a protocol that has been used in the department for a number of years. The head nurse later makes comments to other staff on her unit about the credibility of the staff nurse. This behaviour is associated with:
Bullying.
Lateral violence.
Horizontal violence.
Confrontation.

Answer 10

Bullying.

Question 11

Congruence is described as an alignment of one’s real and ideal self, resulting in a greater ability to be authentic and self-actualize/thrive in one’s life roles (Rogers, 1959). Self-compassion is: (Select all that apply.)

One’s ability to receive and respond constructively to feedback.
The ability to get along with others.
A positive view of one’s self.
Clarifying your own values and beliefs.

Answer 11

One’s ability to receive and respond constructively to feedback.

Question 12

There are time when avoiding conflict can be effective. Which of the following are appropriate for avoiding conflict? (Select all that apply.)
Give time for people to “cool down.”
Facing trivial and/or temporary issues.
There is no chance to obtain what one wants or needs.
To give up forever

Answer 12

Give time for people to “cool down.”
Facing trivial and/or temporary issues.
There is no chance to obtain what one wants or needs.

Question 13

Lee, the head nurse in ER, has attempted to meet Jillian, one of her staff RNs, for several days to discuss concerns about Jillian’s relationships with her team members. Lee hopes to offer Jillian coaching so that Jillian’s relationships can be more satisfying with her team members. Each time Lee and Jillian set a time to meet, Jillian phones in sick. In this situation, Lee and Jillian are demonstrating:
Competing and compromise strategies.
Escalation of conflict.
Avoidance and compromise strategies.
Similar conflict management strategies.

Answer 13

Avoidance and compromise strategies.

Question 14

A nurse educator is giving a workshop on conflict. During the sessions he makes various statements regarding conflict. All of the following statements are true except:
“Conflict can arise over the most trivial issues.
“A variety of definitions of conflict are known.”
“All conflicts involve some level of disagreement.”
“Conflict can decrease creativity, thus acting as a deterrent for the development of new ideas.”

Answer 14

“Conflict can decrease creativity, thus acting as a deterrent for the development of new ideas.”

Question 15

The nurse manager is aware that conflict is occurring on her unit; however, she is focused on preparing for a provincial health department visit, so she ignores the problem. A factor that can increase stress and escalate conflict is:
The use of avoidance.
An enhanced nursing workforce.
Managing the effects of fatigue and error.
Accepting that some conflict is normal.

Answer 15

The use of avoidance.

Question 16

Two nurses on a psychiatric unit come from different backgrounds and have graduated from different universities. They are given a set of new orders from the unit manager. Each nurse displays different emotions in response to the orders. Nurse A indicates that the new orders include too many changes; Nurse B disagrees and verbally indicates why. This step in the process is which of the following in Thomas’s (1992) four stages of conflict?
Action.
Outcomes.
Frustration.
Conceptualization.

Answer 16

Conceptualization.

Question 17

Kala, a unit manager, in discussing a role the hospital’s chief executive officer would like her to perform, makes the following statement, “I will sit on the hospital task force on improving morale if you send me to the hospital’s leadership training classes next week, so I can further develop my skills and thus be more effective.” Which of the following conflict management styles is Kala using?
Accommodating.
Collaborating.
Avoiding.
Negotiating

Answer 17

Negotiating

Question 18

Which of the following best exemplifies the accommodation style of conflict management for staff nurses?
Alexis asks Melody to stay late for the third day in a row. Melody refuses, stating that she has already helped out for two days by staying late for Alexis.
Lara asks Lourdes to switch shifts with her because Lara wants to attend a concert. Lourdes would prefer not to but does to enable Lara, who is new in town, to be with her friends.
Jennifer needs to switch a shift to attend a family function. She arranges to trade with Nancy, who wants a day off next to a 3-day break.
Leni and Jonas, two RNs, disagree with the best approach to assisting a family that has complex needs. They decide that they will consult with family and together will decide what is best.

Answer 18

Lara asks Lourdes to switch shifts with her because Lara wants to attend a concert. Lourdes would prefer not to but does to enable Lara, who is new in town, to be with her friends.

Question 19

A group of staff nurses is dissatisfied with the new ideas presented by the newly hired nurse manager. The staff members want to keep their old procedures, and they resist the changes. Conflict arises from:
Increases in group cohesiveness.
Perceptions of injustice.
Group decision-making options.
Debates, negotiations, and compromises.

Answer 19

Perceptions of injustice.

Question 20

Nurses entering into the workforce today are faced with which of the following relationships that could create organizational conflict? (Select all that apply.)
Nurse–chief nursing officer relationship.
Nurse–auxiliary personnel relationships.
Nurse–nurse relationship.
Nurse–physician relationship.
Nurse–patient relationship.

Answer 20

Nurse–chief nursing officer relationship.
Nurse–auxiliary personnel relationships.
Nurse–nurse relationship.
Nurse–physician relationship.
Nurse–patient relationship.

Question 21

Which of the following exemplifies the preferred conflict management style of nurse managers?
The technology committee has recommended a clinical system for implementation on the nursing unit. Staff members are anxious about the change. Stefano, the head nurse, asks staff for ideas on how to meet the technology goals and to meet staff needs.
Ann, RN, asks her head nurse if she can go on the permanent evening shift. The head nurse, Rajib, agrees as long as Ann agrees to be involved in assisting to mentor evening staff in the use of the new clinical information system.
Elizabeth, the head nurse on neurology, finds that Tom, the RN on duty at night, is irritable in relation to any suggestions or new ideas, and so she comes in to work after Tom leaves the unit.
During management meetings, George, the head nurse on the nephrology unit, dominates meetings and decisions. Lou, the head nurse on the cardiac stepdown unit, begins to miss the management meetings.

Answer 21

Ann, RN, asks her head nurse if she can go on the permanent evening shift. The head nurse, Rajib, agrees as long as Ann agrees to be involved in assisting to mentor evening staff in the use of the new clinical information system.

Question 22

Successful resolution of conflict yields constructive outcomes and leads to:
Inhibition of movement.
Lower employee satisfaction levels.
Improved team functioning.
Diminished resolutions.

Answer 22

Improved team functioning.

Question 23

The nurse manager decides to use a mediator to help resolve the conflict among staff. Which of the following is a basic strategy for truly addressing this conflict?
Have a clear understanding of the differences between the parties in conflict.
Schedule a meeting time for resolution.
Identify the conflicting facts.
Be determined to resolve the conflict.

Answer 23

Have a clear understanding of the differences between the parties in conflict.

Question 24

Ylena, a staff nurse on your unit, witnesses another nurse striking a patient. Ylena wants to remain friends with her colleague and worries that confrontation with her colleague or reporting her colleague will destroy their relationship. Ylena is experiencing which type of conflict?
Intrapersonal.
Professional.
Interpersonal.
Organizational.

Answer 24

Intrapersonal.

Question 25

Jane has transferred from the intensive care unit to the critical care unit. She is very set in the way she makes assignments and encourages her new peers to adopt this method without sharing the rationale for why it is better. This is a good example of a process and procedure that creates ________ conflict.
Interpersonal.
Intrapersonal.
Disruptive.
Organizational.

Answer 25

Interpersonal.