S7 Conflict Management Flashcards
Having the skills to deal with ____ effectively will give you confidence and a sense of well-being when you are working in a stress-filled environment.
conflict
T or F. Conflict can exist between individuals or groups. Conflict can also exist within an individual or an organization
T
Can be a state of opposition between persons or ideas, incompatible goals, a disagreement, etc.
conflict
3 common components to conflict
- personal incompatibility of interests
- some interdependence of parties
- some form of interaction
Term for when conflict is managed through a process of negotiation and respect
functional conflict
Outcome of _____ is when team members can learn to work in a more positive and productive environment because they have had the opportunity to speak about their issues, feel that they have been heard and feel that something will be done about it.
functional conflict
3 other outcomes to functional conflict
- problem awareness
- reinforcement of personal values
- better knowledge of who your coworkers are
Functional conflict can also become a ____ for change in an environment or with a person to see that there are positives to be gained by changing personal behaviours or workplace processes
catalyst
Exists when there is no respect for either side’s point of view; occurs when feelings and emotions cloud the issues and there is a sense of ego or pride in being the “winner”.
dysfunctional conflict
When both sides leave the conflict feeling that nothing had been resolved and that tension has only been increased.
dysfunctional conflict
Conflict if not managed properly can disrupt the ____ and ____ of practice
efficiency; function
Increases stress and unhappiness at work, contributing to employees worrying over conflict rather than working
dysfunctional conflict
3 positive aspects of conflict
- support new ideas
- enhance discussion
- increase creativity in the workplace
Process that enables you to deal with conflict more easily
conflict management
5 different styles of handling conflict
- avoiding
- accommodating
- compromising
- competing
- collaboration
Current research indicates that ____ was one of the more common conflict management styles used by nursing students
compromise
When dealing with your patient or colleagues, it is always important to focus on the ____ and not the ____
issue; person
Conflict management guideline: avoid the use of _____ as means of reducing your frustration or agner
derogatory labels
Conflict management guideline: the ____ function is as important as other interventions. Make an empathetic statement.
caring function
Conflict management guideline: set realistic expectations of your own power as a health care professional to force ____
compliance
Conflict management guideline: don’t expect to change ____ of the patient’s situation beyond your control
aspects
Conflict management guideline: take care of your ____. Select a time when you can talk to your patient when you are able to be a good listener. Do not attempt to tackle problems when you are overly tired or busy with other concerns.
emotional well-being
Conflict management guideline: try to help change the underlying ____ and ____ conditions or attitudes that lead to devaluing behavior by health professionals.
social and institutional conditions
Conflict management guideline: when interacting with an aggressive patient, assure that ____ is possible for both you and the patient; monitor your body language and tone of voice; avoid pointing your index finger or putting your hands on your hips in a threatening stance, avoid sarcasm or loudness.
exit
Conflict management guideline: work to affirm policies and practices that encourage respect of everyone while ensuring their ____ and ___ safety
physical and emotional
