Interprofessional Communication

Question 1

Describe constructive conflict

Answer 1

issues are kept in focus, needs of all parties are being met, involves honest communication

win win

Question 2

Describe destructive conflict

Answer 2

poor identification of issues, competition or coercion used

no one takes responsibility to meet needs of others

win lose

Question 3

What are the three different types of conflict

Answer 3

Intrapersonal
interpersonal
Oganizational

Question 4

What are the 5 conflict resolution styles?

Answer 4

AVOIDANCE: withdraw from situation to avoid

ACCOMODATION: giving someone else there way

COMPETITION: power is used to stop conflict

COMPROMISE: temporary solution where everyone gives up something

COLLABORATION: more timely, everyone’s needs are on the table and everyone wins

Question 5

What are some things that can cause conflict?

Answer 5

inadequate communication, incorrect facts, lack of trust, unclear position descriptions, misunderstand roles and responsibilities, unclear or conflicted goals and objectives, inadequate action plans, leadership, inability to accept change, etc

Question 6

What are some factors that influence health care relationships?

Answer 6

1) different focus of work
2) intimate work
3) professional socialization (schooling, clinical education, culture)
4) cultural/media stereotypes
5) different role and gender expectations
6) different goals needs, responsibilities, perceptions
7) resources

Question 7

What are the three elements of conflict?

Answer 7

1) ANTECEDENTS
2) PERCIEVED CONFLICT
3) CONSEQUENCES

Question 8

What is an antecedent and give three examples

Answer 8

events or incidents that must occur prior to the occurrence of conflict

Individual characteristics
Interpersonal factors (differing opinions/values/demographics)
Organizational factors (lack of trust, disrespect, poor communication

Question 9

What impacts the perceived conflict?

Answer 9

individual conflict management style

Question 10

What are the three types of consequences

Answer 10

Individual effects
Interpersonal effects
organizational effects

Question 11

What is horizontal violence?

Answer 11

A form of bullying that occurs between individuals on the same level within an organization

manifests as behaviors that control, diminish, or devalue

can be overt or covert

Question 12

Describe the theory of GROUP OPPRESSION of horizontal violence.

Answer 12

ppl feel oppressed when they feel inferior

historically nursing has been oppressed which would result in indirect expressions of aggressive behaviours.

Nursing is thought to suffer low self esteem as the profession is part of a hierarchal system that doesn’t value nursing to the same extent as medicine

Question 13

Describe the DISENFRANCHISING WORK PRACTICES theory of horizontal violence.

Answer 13

a nurse is under pressure to complete work on time; may miss breaks etc, if this continues, may become a target of HV

Question 14

Describe the LOW SELF ESTEEM theory for horizontal violence

Answer 14

studies show that women have lower self esteem than men leading to undervaluing work and themselves

become angry more easily and lash out at others

Question 15

Describe the EASY TARGETS theory of HV

Answer 15

focus is on new nurses; are unsure of actions and are easy targets

Question 16

Describe the SOCIALIZATION theory of HV

Answer 16

Primary female profession has been socialized to internalize feelings of aggression resulting in overt and covert behaviours to be taken out on those perceived to be easy targets

Question 17

Describe the GENERAL AND HEIRARCHAL ABUSE theory of HV

Answer 17

roots in tradition

Socialization should occur through tradition; new nurses should learn in the same ways as the past (even though these are dangerous)

Question 18

Give a definition for a covert behaviour

Answer 18

a behaviour that cannot be observed by anyone other than the person performing the behaviour

Question 19

Give a definition of an overt behaviour

Answer 19

a behaviour that can be seen or measured.

Question 20

Give some examples of covert behaviours

Answer 20

unfair assignments
sarcasm
eye-rolling
ignoring
refusing to help
refusing to work with someone
sighing

Question 21

Give some examples of overt behaviours

Answer 21

Name calling
Arguing/yelling
Backstabbing
Intimidation
Gossiping
Criticizing of work
Blaming
Finding fault

Question 22

List 5 impacts of conflict/HV on the care environment

Answer 22

1) diminished confidence/self-esteem
2) absences from work or intent to leave profession
3) reduced team collaboration
4) impaired communication
5) diminished quality of care

Question 23

What are the 10 things recommended by the joint commission on quality and patient safety in terms of HV

Answer 23

1) recognition and awareness (assess freq and impact)
2) Cultural commitment, leadership, champions
3) Policies and Procedures
4) Incident Reporting
5) Structure and Process
6) Initiating Factors (understand underlying issues)
7) Education and Training
8) Communication Tools
9) Discussion forums
10) Intervention Strategies

Question 24

What are the three CRNBC standards for nurses re conflict?

Answer 24

1) Confirm the problem
2) Communicate the problem
3) Document the problem

Question 25

list some organizational strategies for managing HV

Answer 25

1) establishing senior leadership commitment
2) create infrastructure to support managers and staff
3) policy development
4) Education
5) culture of safety
6) clear reporting system

Question 26

List some individual strategies for HV management

Answer 26

1) Recognize aggressor is at fault not you
2) Know institutional policies
3) Develop and implement an action plan (with employer help)
4) Confront aggressor
5) Make a formal written complaint
6) Seek legal action (last resort)

Question 27

What are some additional individual strategies for dealing with HV?

Answer 27

don’t wait; better sooner than later

always speak in private

take a few deep breaths, center, begin conversation

remember the goal; speak your truth

try to get through anger/fear to the primary emotion hurt

when you don’t know what to do, paraphrase

Question 28

What is cognitive rehearsal?

Answer 28

it is a method of practicing what you would say prior to being in the situation

in the case of HV might say

I don’t feel right talking about this
I learn most from people who communicate directly

It helps to stop the behaviour by calling attention to it.

Question 29

Describe how assertion of the issue can be used in HV

Answer 29

uses three very important words; concerned, uncomfortable, safety

I feel concerned about….
I am uncomfortable about…
I am worried about patient safety

Question 30

What is the final thing that should be done after being faced with a conflict?

Answer 30

reflection