Module 4 - Dealing with stress, burnout and bullying

Question 1

What is interpersonal conflict?

Answer 1

Conflicts of interest exist when the actions of one person attempting to maximize his/her needs and benefits, prevents, blocks, interferes with, injures, or in some way make less effective the actions of the other person attempting to maximize his/her advantages of benefits.

Question 2

What are the unworkable approaches to conflict resolution?

Answer 2

• Avoidance
• Remove self physically
• Remove self emotionally
• Force, win at any cost
• Smooth over at expense of self
• Procrastination

Question 3

What is involved in effective conflict management?

Answer 3

1. Recognition
2. Acceptance. That the conflict has occurred and each person accepts own responsibility for their role in the conflict.
3. Resolution. Includes improving interpersonal communication, and using emotional intelligence and effective interpersonal skills.

Question 4

What are factors that influence aggressive/violent behaviours?

Answer 4

Physical illness, confusion, anxiety, heat, lack of information, perceived negative attitudes of staff, lack of choice, staff shortages, lack of staff training, lack of understanding of Triage

Question 5

What are the levels of aggression?

Answer 5

Mild - sarcasm, derogatory remarks, threatening hand gestures
Moderate - mild threats, slamming doors
Severe - intimidating behaviour with a perceived or real threat of physical harm
Critical - use of weapon or object, physical harm

Question 6

Discuss de-escalation techniques to promote safety.

Answer 6

Monitor facial expression and posture.
Approach pt with caution.
Do not startle pt.
Avoid provocation.
Avoid vulnerable positions.
Remove dangerous objects.
Enforce limits.
Outline consequences of behaviour.

Question 7

Discuss de-escalation communication strategies.

Answer 7

Use calm and respectful language.
Use open ended questions.
Express your own feelings.
Let the patient know your concerns.
Tell the pt the effect they have on those around them.
Model calm behaviour.
Establish rapport and dialogue with the pt.

Question 8

What are the possible effects of bullying on individuals or teams?

Answer 8

Stress, anxiety, sleep disturbance, ill health, fatigue, panic attacks or impaired ability to make decisions, incapacity to work, depression, physical injury.

Question 9

What are the effects of bullying on the organisation?

Answer 9

Reduced efficiency, reduced productivity, increased absenteeism, increased staff turnover, increased demand for counselling and mediation, workers comp claims, possibility of legal action.

Question 10

What is the purpose of the ANMC Code of Ethics?

Answer 10

To identify the fundamental ethical standards and values to which the nursing profession is commited.
To provide a reference point from which to reflect on the conduct of themselves and others.