Conflict

Question 1

What is conflict

Answer 1

A clash between opposing interests and ideas

Question 2

What is a functional conflict

Answer 2

Achieve the best possible outcome and strengthen the relationship

Question 3

What is a dysfunctional conflict

Answer 3

Outcomes fall short of what is possible and have damaging effect on the relationship

Question 4

Examples of functional conflicts

Answer 4

Integration
Cooperation
Agreement
De- escalation

Question 5

Examples of dysfunctional conflicts

Answer 5

Polarization
Oppopsition
Coercion
Disconfirmation
Escalation

Question 6

What are the four methods of conflict management

Answer 6

1. Win-lose (competition) lose-win (accommodation)
2. Lose-lose (avoidance)
3. Compromise
4. Win-win (collaboration)

Question 7

What is the best conflict resolustion

Answer 7

Win-win
Collaborative problem solving approach in which the goal is to find a solution that satisfies the needs of everyone involved

Question 8

How to work through conflict

Answer 8

Focus on solutions not winning the battle
Consider a variety of solutions
Take time to calm down if necassary
Be assertive - use i language
Describe behaviour objectively

Question 9

Strategies to work with challenging client’s

Answer 9

-Challange what you consider to be acceptable client behaviour
-Learn not the take things personally
- be objective, question assumptions
- take care of yourself
- Allow open communication
- check perceptions

Question 10

What is a challenging client

Answer 10

Care is different in some way
Have increased care needs: emotional, physical and mental.