Conflict Resolution Final Exam

Question 1

Identify the common reasons conflict occur

Answer 1

1. Within yourself when you’re not living according to your values
2. When your values and perspectives are threatened
3. From discomfort or fear of the unknown or from lack of fulfillment

Question 2

Conflict is when __ or more values, _____ and ___ are _____ in nature and haven’t been aligned or agreed upon

Answer 2

two
perspectives
opinions
contradictory

Question 3

Conflict is Inevitable!

The conflict in & of itself is NOT the problem…

A problem occurs when __________________

Answer 3

conflict is poorly managed

Question 4

Dealing With Conflict

There is no one best way to deal with conflict. It depends on the ___ _____

Answer 4

current situation.

Question 5

Ways People Deal With Conflict

Answer 5

1. Avoid it. Pretend it is not there or ignore it: Usually this approach tends to worsen the conflict over time
2. Accommodate it. Give in to others, sometimes to the extent that you compromise yourself. Usually this approach tends to worsen the conflict over time, and causes conflicts within yourself.
3. Compete. Work to get your way, rather than clarifying and addressing the issue.
4. Compromise; mutual give-and-take.
5. Collaborating. Focus on working together.

Question 6

Conflict Management Strategies

Answer 6

Do not take the anger personally

Respect the person’s feelings and the need to relieve stress by venting

Anger and loss of control are symptoms of illness; think of them as you would a fever

Question 7

Conflict Management Strategies

Answer 7

Do not take the anger personally

Respect the person’s feelings and the need to relieve stress by venting

Anger and loss of control are symptoms of illness; think of them as you would a fever

Listen intently

Observe the person’s body language closely for either a decrease or increase in their anger

Identify and focus on the issue

Give calm, soft answers and responses

Never argue in return. This will absolutely increase distress and anger

Gently set limits of what you will not tolerate, such as profanity or verbal abuse

Question 8

Additional Considerations when Managing Conflict with a Patient

Answer 8

Call for a third person (dentist, office manager) if you cannot calm the patient

Document the entire incident: the source of the anger, how the patient expressed it, and your actions to correct the situation

Do not let an aggressive patient come between you and the door. Always have a clear path to an escape route.

Move slowly and in full view to avoid any perceived threat to the patient.