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nursing role > conflict resolution > Flashcards

conflict resolution Flashcards

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1
Q

conflict

A
  • internal or external discord that results from differences in ideas, values, or feelings between two or more people
  • neither good nor bad
  • can produce growth or destruction, depending on how its managed
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2
Q

factors that lead of conflit

A
  • differences in: values, beliefs, backgrounds, goals, economic and professional values
  • competition
  • scarce resources
  • restructuring
  • poorly defined role expectations
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3
Q

too little conflict

A

organizational stasis

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4
Q

too much conflict

A

decrease in organizations effectiveness and immobilizes its employees

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5
Q

types of conflict

A
  • intrapersonal
  • interpersonal
  • intergroup
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6
Q

intrapersonal conflict

A

-internal struggle to clarify contradictory values or wants

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7
Q

interpersonal conflict

A
  • between 2 people

- bullying, incivility, and mobbing leads to workplace violence

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8
Q

incivility

A

lack of respect

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9
Q

mobbing

A

ganging up on 1 person

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10
Q

intergroup conflict

A
  • between 2 groups

- ex: day vs night shift

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11
Q

the conflict process/phases/stages

A
  1. latent conflict
  2. perceived conflict/substantive conflict
  3. felt conflict/affective conflict
  4. manifest conflict/overt conflict
  5. conflict aftermath
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12
Q

latent conflict

A
  • implies the existence of antecedent conditions

- could lead to a conflict but it has not occurred yet

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13
Q

perceived conflict

A

you understand that something needs to be solved

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14
Q

felt conflict

A
  • conflict is emotionalized

- hostility, fear, mistrust, anger

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15
Q

manifest conflict

A
  • action is taken

- fight, debate, w/d, or seek resolution

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16
Q

conflict aftermath

A
  • depends on how conflict is handled

- fair, negative or positive

17
Q

goal of conflict mgmt

A

creating a win-win solution for all involved

18
Q

common conflict resolution strategies

A
  • compromising
  • competing
  • cooperating
  • smoothing
  • avoiding
  • collaborating
19
Q

compromising

A
  • each party gives up something
  • an optimum conflict resolution strategy
  • lose-lose situation
  • give up something of equal value
20
Q

competing

A
  • used when one party pursues what it wants at the expense of others
  • resist unsafe pt care policies or procedures, unfair tx, abuse of power, or ethical concerns
  • win-lose
21
Q

cooperating/accommodating

A
  • opposite of competing
  • one party sacrifices his or her beliefs and allows the other party to win
  • often expects some type of payback
  • actual problem does not get solved
  • win-lose
22
Q

smoothing

A
  • attempts to pacify the other party
  • get someone to accommodate or cooperate with another party
  • attempts to compliment other party
  • good for minor disagreements
  • emotional conflict is minimized
  • rarely results in resolution
23
Q

avoiding

A
  • parties involved are aware of a conflict but choose not to acknowledge it or attempt to resolve it
  • indicated when:
  • the other party is more powerful
  • cost of dealing with conflict is more than benefit
  • problem will solve itself
  • when it should be solved by someone else
  • conflict remains and reemerges later in an exaggerated fashion
24
Q

collaborating

A
  • all parties set aside their original goals and work together to establish a supraordinate or priority common goal
  • focus remains on problem solving
  • win-win
  • requires mutual respect
  • time consuming
25
Q

negotiation

A
  • each party gives up something and the emphasis is on accommodating differences between the parties
  • similar to collaboration, competing, and compromise
  • major goal: to make other party feel satisfied with the outcome
  • should be win-win
26
Q

common causes of organization conflict

A
  • poor communication
  • inadequately defined organization structure
  • individual behavior
  • unclear expectations
  • individual group conflict of interest
  • operational or staffing changes
  • diversity in gender, culture, or age
27
Q

strategies to facilitate conflict resolution between members in the workplace

A
  1. confrontation
  2. third party consultation
  3. behavior change
  4. responsibility charting
  5. structure change
  6. soothing one party
28
Q

confrontation

A
  • workers expect manager to solve conflicts

- instead, managers urge them to handle problems face to face on own

29
Q

third party consultation

A

manager or other expert used as a neutral party

30
Q

behavior change

A
  • for serious cases

- educational modes, training development, sensitivity training

31
Q

structure change

A
  • change manager

- adding procedures

32
Q

soothing one party

A
  • temporary solution
  • used when there is no time to handle conflict effectively
  • wait a few days before really resolving conflict
33
Q

benefits of an appropriate amount of conflict

A
  • increased harmony and productivity
  • pleasant working environment
  • reduced stress and anxiety
  • decreased victimized behavior

nursing role (8 decks)

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