K & Q: Chapter 15

Question 1

a process for inventing something new or improving on that which already exists

Answer 1

innovation

Question 2

allows for the healthy discussion of different views and values and adds an important dimension to the provision of quality client care

Answer 2

conflict

Question 3

can be defined as a disagreement about something of importance to each person involved

Answer 3

conflict

Question 4

this type of conflict occurs within the individual

Answer 4

intrapersonal

Question 5

this type of conflict occurs between two people or two teams

Answer 5

interpersonal conflict

Question 6

this type of conflict can be a healthy way of introducing new ideas and encouraging creativity.

Answer 6

organizational

Question 7

the conflict process: latent conflict

Answer 7

implies the existence of antecedent conditions

Question 8

the conflict process: perceived conflict

Answer 8

often involves issues and roles

Question 9

the conflict process: felt conflict

Answer 9

occurs when the conflict is emotionalized

Question 10

the conflict process: manifest or overt conflict

Answer 10

when the action is taken

Question 11

the parties involved in the conflict ignore it, either consciously or subconsciously

Answer 11

avoiding

Question 12

often called cooperating. In this technique, one side of the disagreement decides or is encouraged to adjust or adapt to the other side by ignoring or sidestepping their own feelings about the issue.

Answer 12

accommodating

Question 13

conflict resolution technique that produces a winner and loser. The concept is that there is an all-out effort to win at all costs. This technique may be used when time is too short to allow other techniques to work or when a critical, though unpopular, decision has to be made quickly

Answer 13

competing

Question 14

a method used to achieve conflict resolution in situations in which neither side can win and neither side should lose

Answer 14

compromising

Question 15

requires careful communication techniques and highly developed skills. The optimum solution for the conflict may not be reached, but each side has some wins and some losses

Answer 15

negotiating

Question 16

occurs in conflict resolution when both sides work together to develop a mutually accept- able outcome. It is an assertive and cooperative means

Answer 16

collaborating

Question 17

This technique heads off conflict as soon as the first symptoms appear. Both parties are brought together, the issues are clarified, and some outcome is achieved

Answer 17

confronting