Objective 5.5-5.12

Question 1

the process that begins when
one party perceives that another
party has negatively affected, or
is about to negatively affect,
something that they care about

Answer 1

conflict

Question 2

within a person

Answer 2

intrapersonal conflict

Question 3

Occurs between and among patients, family members, nurses
physicians, and members of other departments

Answer 3

interpersonal conflict

Question 4

When disagreement between policies, procedures, personnel
codes of conduct, or accepted norms of behavior and patterns of
communication

Answer 4

organizational conflict

Question 5

An act of aggression that is perpetrated by one
colleague towards another colleague. “Psychologic harassment”`

Answer 5

horizontal/lateral conflict

Question 6

Between individuals that are on a higher and lower scale

Answer 6

vertical conflict

Question 7

Aggressive and
destructive behavior or psychological
harassment of one or more nurses
against others

Answer 7

lateral violence

Question 8

Closely related to lateral or
horizontal violence but involves a real
or perceived power differential
between the instigator and recipient.

Answer 8

bullying

Question 9

what are the causes of conflict

Answer 9

unclear roles
desire for scarce resources
distancing mechanisms
unifying mechanisms
percieved conflict or felt conflict
unresolved conflict from prior conflict

Question 10

what are the stages of conflict

Answer 10

o Frustration
o Conceptualization
o Action
o Outcomes

Question 11

o When people or groups perceive that their goals may be
blocked, frustration results.
o Can escalate into stronger emotions, such as anger and deep
resignation. This often distracts employees from thriving in their
role.
o When such frustrations occur, it is a cue to stop and clarify the
nature and cause of the differences.

Answer 11

frustration stage

Question 12

o Conflict arises when there are different interpretations of a situation,
including a different emphasis on what is important and what is not,
and different thoughts about what should occur next.
o Everyone involved develops an idea of what the conflict is about, and
individual views may or may not be accurate.
o These interpretations are dissimilar and involve the person’s own
perspective, which is based on emotional transference based on past
experiences, values, beliefs, and attitudes

Answer 12

conceptualization stage

Question 13

o A behavioral response to a conflict follows the
conceptualization.
o May include seeking clarification about how another person
views the conflict, collecting additional information that informs
the issue, or engaging in dialogue about the issue.
o Successful resolution frequently stems from identifying a
common goal that unites individuals (e.g., quality patient care,
good working relations).

Answer 13

action stage

Question 14

o Tangible and intangible consequences result from actions taken and have
significant implications for the work setting.
o Either the conflict is approached with a goal of resolving or at minimum
collaboratively managing, or it is avoided and therefore unresolved.
o Assessing the degree of conflict resolution is useful for improving individual
and group skills in resolutions.

Answer 14

outcomes stage

Question 15

why do we need conflict resolution?

Answer 15

Unresolved conflict
o Wastes time and energy
o Reduces productivity
o Hinders cooperation
o Produces stress

Question 16

what are the approaches to conflict resolution?

Answer 16

o Avoidance
o Accommodating via Obliging
o Competing via Dominating
o Compromising
o Collaborating via Integrating

Question 17

is
very unassertive and
uncooperative. Individuals who
avoid neither pursue their own
needs, goals or concerns
immediately nor assist others to
pursue theirs. The conflict is
postponed or prolonged which can
escalate frustration and
disagreements among team
members

Answer 17

avoidance or withdrawing

Question 18

People
neglect their own needs, goals and
concerns (passive), while trying to satisfy
others

Answer 18

accomodating via obliging

Question 19

People
pursue their own needs and goals at the
expense of others.
o You do need to stand up for your own
rights and defending important
principles

Answer 19

competing via dominating

Question 20

Involves assertive and cooperation by
everyone and requires maturity and confidence

Answer 20

compromising n

Question 21

is a learned skill and allows each side to meet
their own most important priority

Answer 21

negotiation

Question 22

Group working together to achieve a
common goal. The focus is on sharing
ideas and experiences to produce the
best outcome

Answer 22

collaborating via integrating

Question 23

o The needs, feelings, and desires of both
parties is taken into consideration
o Is assertive and cooperative
o Both parties end up feeling satisfied

Answer 23

win-win situation

Question 24

o You withdraw from the situation or try
to remain neutral
o Is unassertive and uncooperative
o Both parties end up feeling frustrated
and angry

Answer 24

lose-lose situation

Question 25

o You use force or power in a situation
o Is aggressive and uncooperative

Answer 25

win-lose situation

Question 26

o The boss is always right
o Employees don’t try to resolve the
conflict
o Destroys employee initiative

Answer 26

win-yield situation

Question 27

o Involvement of an independent person
for conflict resolution.
o Learned skill with advanced training or
certification.
o Separating people from the problem,
focusing on interests, inventing options,
and insisting on using objective criteria.

Answer 27

mediation

Question 28

Sending and receiving of messages that leads to a
process of creating meaning in our interactions
and relationship

Answer 28

communication

Question 29

o Critical communication skill
o Listening is challenging but is
one of the strongest
communication skills a person
can have in any setting
o Helps identify emotions of
another person so you can
respond appropriately
o Barriers to effective listening
include confusing message,
anxiety, fatigue/hunger,
interruptions, too many tasks

Answer 29

listening skills

Question 30

what is SBAR

Answer 30

situation background assessment recommendation

Question 31

o Listening visually
o Nonspecific communication that
transmits info
o Observing behavior, appearance, and
attitude of person speaking
o Noticing movements, where and how
the person is standing, type of
language used, cultural attributes
o Nonverbal cues are honest and
reliable

Answer 31

nonverbal communication

Question 32

o Avoid “fight-or-flight” response
o Stop and listen actively
o Be proactive instead of reactive

Answer 32

negative or hostile communication

Question 33

o There are no dumb questions
o Review syllabus first to see if question is answered
o Faculty enjoy students with questioning minds
o Ask for clarification on concepts and assignments

Answer 33

questioning skills

Question 34

Desire to have them, ask questions, listen to answers, and
express interest

Answer 34

friendly converation

Question 35

o Apply listening, questioning, and
friendly conversation
o Think before speaking
o Be quiet and gentle – be sensitive to
the environment
o Ask only appropriate questions
o Do not talk about patients or
families inappropriately
o Be respectful in communication
o Find out what you don’t know

Answer 35

communication principles

Question 36

o Is a goal-directed, focused
dialogue between LPN and
client, specifically fitted to
health-related goals/needs of
client
o Has a specific purpose &
focus (goal)
o Should be empathetic

Answer 36

therapeutic communication

Question 37

o Consequence of/response to an event or
stimulus
o Can be negative or positive
o Job stress – can lead to burnout
o Personal stress
o Individuals respond to stress differently
o Need to find a way that works to cope
with stress in your daily life

Answer 37

stress

Question 38

o A method of stress prevention or reduction
o Be organized or go with the flow
o The appropriate use of tools, techniques, and principles to control
time spent on low-priority needs and to ensure that time is invested in
activities leading toward achieving desired, high priority goals
o Affected by : Doing too much, Inability to say No, Procrastination,
Complaining, Perfectionism, Interruptions, Disorganization, and Too
much information
o Goal setting, setting priorities, organization, managing information,
delegation and time tools help to achieve time management

Answer 38

time management