S7 Conflict Management

Question 1

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.

Answer 1

conflict

Question 2

T or F. Conflict can exist between individuals or groups. Conflict can also exist within an individual or an organization

Answer 2

T

Question 3

Can be a state of opposition between persons or ideas, incompatible goals, a disagreement, etc.

Answer 3

conflict

Question 4

3 common components to conflict

Answer 4

1. personal incompatibility of interests
2. some interdependence of parties
3. some form of interaction

Question 5

Term for when conflict is managed through a process of negotiation and respect

Answer 5

functional conflict

Question 6

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.

Answer 6

functional conflict

Question 7

3 other outcomes to functional conflict

Answer 7

1. problem awareness
2. reinforcement of personal values
3. better knowledge of who your coworkers are

Question 8

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

Answer 8

catalyst

Question 9

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”.

Answer 9

dysfunctional conflict

Question 10

When both sides leave the conflict feeling that nothing had been resolved and that tension has only been increased.

Answer 10

dysfunctional conflict

Question 11

Conflict if not managed properly can disrupt the ____ and ____ of practice

Answer 11

efficiency; function

Question 12

Increases stress and unhappiness at work, contributing to employees worrying over conflict rather than working

Answer 12

dysfunctional conflict

Question 13

3 positive aspects of conflict

Answer 13

1. support new ideas
2. enhance discussion
3. increase creativity in the workplace

Question 14

Process that enables you to deal with conflict more easily

Answer 14

conflict management

Question 15

5 different styles of handling conflict

Answer 15

1. avoiding
2. accommodating
3. compromising
4. competing
5. collaboration

Question 16

Current research indicates that ____ was one of the more common conflict management styles used by nursing students

Answer 16

compromise

Question 17

When dealing with your patient or colleagues, it is always important to focus on the ____ and not the ____

Answer 17

issue; person

Question 18

Conflict management guideline: avoid the use of _____ as means of reducing your frustration or agner

Answer 18

derogatory labels

Question 19

Conflict management guideline: the ____ function is as important as other interventions. Make an empathetic statement.

Answer 19

caring function

Question 20

Conflict management guideline: set realistic expectations of your own power as a health care professional to force ____

Answer 20

compliance

Question 21

Conflict management guideline: don’t expect to change ____ of the patient’s situation beyond your control

Answer 21

aspects

Question 22

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.

Answer 22

emotional well-being

Question 23

Conflict management guideline: try to help change the underlying ____ and ____ conditions or attitudes that lead to devaluing behavior by health professionals.

Answer 23

social and institutional conditions

Question 24

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.

Answer 24

exit

Question 25

Conflict management guideline: work to affirm policies and practices that encourage respect of everyone while ensuring their ____ and ___ safety

Answer 25

physical and emotional