Managing Conflict

Question 1

The nature of conflict

Answer 1

• stemming from differences in goals or desires are not good or bad
• fundamental to conflict are information and perception

Question 2

Beneficial consequences of conflict

Answer 2

• recognizes talents and innovative abilities
• identifies an outlet for expression of aggressive urges
• introduces innovation and change
• diagnoses problems or areas of concern
• establishes unity

Question 3

Harmful consequences of conflict

Answer 3

• negative effect on emotional and physical well-being
• emphasis on personal welfare over that of the group
• diversion of time and energy from important goals
• financial and emotional costs
• personal fatigue

Question 4

Maintaining an environment supportive of professional communication enables….

Answer 4

conflict to be handled appropriately with positive outcomes

Question 5

Empathy

Answer 5

• feeling what the other person is feeling and seeing the situation as he/she sees it
• believing that the other person’s feelings are valid, legitimate and justified

Question 6

Equality

Answer 6

• all participants in the process are equal
• respect for individual differences is apparent
• people are comfortable expressing themselves freely and openly

Question 7

Openness

Answer 7

• feelings and thoughts stated directly and honestly

- no attempt to disguise real object of disagreement

Question 8

Positiveness

Answer 8

• using agreement as a basis for approaching disagreements and impasses
• conflict is viewed as positive

Question 9

Supportiveness

Answer 9

• *
• feelings expressed with spontaneity rather than strategy

-requires flexibility and a willingness to change personal opinions/positions

Question 10

Conflict Resolution

Answer 10

• conflict is seldom created intentionally

- may occur because of lack of awareness of how our own behavior contributes to interpersonal problems

Question 11

First step to conflict resolution

Answer 11

-recognize one’s own conflict resolution style

Question 12

Common conflict resolution styles

Answer 12

• avoidance
• accommodation
• force
• compromise
• collaboration

Question 13

Avoidance

Answer 13

one person uses passive behaviors and withdraws from the conflict; neither person is able to pursue goals

Question 14

Accommodation

Answer 14

one person puts aside his/her goals in order to satisfy the other person’s desires

Question 15

Force

Answer 15

one person achieves his/her own goals at the expense of the other person

Question 16

Compromise

Answer 16

both people give up something to experience partial goal attainment

Question 17

Collaboration

Answer 17

both people actively try to find solutions that will satisfy them both

Question 18

Second step to conflict resolution

Answer 18

engage in active listening

• reduces the emotional charge from the situation
• active listening techniques

Question 19

Active listening techniques

Answer 19

• paraphrasing
• reflecting
• open questioning
• acknowledging
• summarizing
• framing
• reframing

Question 20

Third step of conflict resolution

Answer 20

all people involved must view their conflict as a problem to be solved mutually

Question 21

When conversation is escalating…

Answer 21

move to private location

Question 22

How to speak when there is a conflict

Answer 22

normal tone of voice

• use “I” messages
• maintain eye contact
• open body stance with hands at your side or open towards the individual (not invading their space)

Question 23

Do not physically back away unless…

Answer 23

you perceive you are actually in physical danger

Question 24

Offer _______, but do not make excuses

Answer 24

explanations

Question 25

If you say you will take care of something, or report something, or change something....

Answer 25

do it

Question 26

Promoting a Professional Nursing Image

Answer 26

- use positive communication techniques - provide a safe environment in which patients and coworkers can ask questions and learn - focus energy toward solving conflict - maintain clear, open, sensitive communication

Question 27

Constructive Conflict

Answer 27

- results in either: - improved client care or - improved work satisfaction or - improved communication among the work group - presents opportunity to stimulate desired change that benefits the organization

Question 28

Destructive Conflict

Answer 28

- causes stress and interferes with the quality of client care provided - decreases work satisfaction - decreases effectiveness of communication between coworkers

Question 29

Communication Techniques

Answer 29

- cool down and think about the message you want to send - do it in private - speak in normal tone of voice - use "I" messages - maintain eye contact - open body stance - offer explanations not excuses - follow through