Test 2 Strategies for Addressing Conflict Flashcards
1
Q
3 primary sources of conflict
A
- task (job duties)
- process (how something gets done)
- interpersonal (communication, personalities, values)
2
Q
Passive
A
- Avoid conflict at all costs
- Put other’s needs above their own
- Avoid saying how they feel in dear of others disagreeing
- Have high need for approval
- May feel angry, resentful, victimized, or manipulated; may blame others
3
Q
Aggressive
A
- Seek to win conflicts by domination or intimidation
- Promote their own interests or point of view
- Are indifferent or hostile to feelings, needs, thoughts of others
- Are easily angered and have a low tolerance for frustration
- May “win” battles in short term but suffer from negative long term consequences
- Have difficulty building trusting relationships
4
Q
Assertive
A
- Engage conflict by expressing ideas, opinions, and desires directly
- Stand up for themselves to solve interpersonal problems in ways that don’t damage relationships
- Respect others’ feelings as well as own feelings
- Facilitate atmosphere of trust and mutuality
- Act in ways that are consistent with standards they set for their own behavior
- Realize that they can only control and change their behaviors, not others
5
Q
Passive aggressive
A
- Express dissatisfaction in disgusted manner
- Use guilt or hint at needs
- Loud sighs
- Strained laugh
- Can create irritation or resentment with others
6
Q
main reasons people use passive or aggressive communication styles
A
- have been reinforced or rewarded over time; become strengthened
- holding irrational beliefs that interfere with being assertive
7
Q
What are examples of hold irrational beliefs that interfere with being assertive?
A
- Fear of rejection/anger from others and strong need for approval
- Over-concern for needs and rights of others
- Believe problems with assertiveness due to unchangeable personality characteristic
- Perfectionist standards (never make any mistakes)
8
Q
Description of competing shark
A
- Fighting, Use forcing or competing conflict management style
- Are highly goal-oriented
- View relationships as a lower priority
- Do not hesitate to use aggressive behavior to resolve conflicts
- Can be autocratic, authoritative, uncooperative; threatening & intimidating
- Have a need to win; therefore others must lose, creating win-lose situations
9
Q
Advantages / Disadvantages of competing shark
A
- Advantage: If shark’s decision is correct, don’t need compromise
- Disadvantage: May breed hostility and resentment toward the shark
10
Q
When to be a competing shark
A
- conflict involves personal differences that are difficult to change
- fostering intimate or supportive relationships is not critical
- others are likely to take advantage of noncompetitive behavior
- conflict resolution is urgent
- unpopular decisions need to be implemented
11
Q
Description of avoiding turtle
A
- Withdrawing, Adopt an avoiding or withdrawing conflict management style
- Hide/ignore conflict than resolve it; leaves them uncooperative/unassertive
- Give up personal goals, display passive behavior, creating lose-lose situations
12
Q
Advantages / Disadvantages of avoiding turtle
A
- Advantage: Helps maintain relationships that would be hurt by conflict resolution
- Disadvantage: Conflicts remain unresolved, overuse of the style leads to others walking over them
13
Q
When to be an avoiding turtle
A
- the stakes are not high or issue is trivial
- confrontation will hurt a working relationship there is little chance of satisfying your wants
- disruption outweighs benefit of resolution
- time constraints demand a delay
- gathering information is more important than an immediate decision
- others can more effectively resolve the conflict
14
Q
Description of accommodating teddy bear
A
- Self-sacrificing
- Use a smoothing or accommodating style, focus on human relationships
- Ignore their own goals and resolve conflict by giving into others
- Unassertive and cooperative creating a winlose (bear is loser) situation
15
Q
Advantages / Disadvantages of accommodating teddy bear
A
- Advantage: Accommodating maintains relationships
* Disadvantage: Giving in may not be productive, bear may be taken advantage of
16
Q
When to be an accommodating teddy bear
A
- maintaining the relationship outweighs other considerations
- changes are not important to the accommodator
- minimizing losses in situations where outmatched or losing
- time is limited or when harmony/stability valued
17
Q
Description of compromising fox
A
- Negotiating, bargaining for pieces you want and give up less important pieces
- Use a compromising style; concern is for goals and relationships
- Sacrifice some of their goals while persuading others to give up part of theirs
- Assertive and cooperative-result is either win-lose or lose-lose
18
Q
Advantages / Disadvantages of compromising fox
A
- Advantage: Relationships are maintained and conflicts are removed
- Disadvantage: Compromise may create less than ideal outcome and game playing can result
19
Q
When to be a compromising fox
A
- important/complex issues leave no clear or simple solutions
- all conflicting people are equal in power and have strong interests in different solutions
- there are no time restraints
20
Q
Description of collaborating owl
A
- Mutual problem solving, (win-win)
- Use a problem confronting style valuing their goals & relationships
- View conflicts as problems to be solved, find solutions agreeable to all sides
21
Q
Advantages / Disadvantages of collaborating owl
A
- Advantage: Both sides get what they want and negative feelings eliminated
- Disadvantage: Takes a great deal of time and effort
22
Q
When to be a collaborating owl
A
- maintaining relationships is important
- time is not a concern
- peer conflict is involved
- gain commitment through consensus building
- trying to merge differing perspectives
23
Q
What are the ways in which you can communicate assertively?
A
- working to resolve a conflict
- expressing hurt feelings
- making requests
- setting limits or refusing requests
- responding to criticism or anger
24
Q
working to resolve a conflict
A
- focus on resolution outcomes
- ask questions to help resolve conflict
25
Q
expressing hurt feelings
A
- focus on person’s behavior, not personality
- be descriptive instead of evaluative
- focus on your own reaction, not the other person’s intention
- use I statements
- be specific, not general
- focus on goal (resolve problem, not vent)
- use private setting
26
Q
making requests
A
- Asking for what you want from others in a direct manner is necessary in healthy relationships
- Making requests may include identifying a problem and asking the person involved to help you solve it
- Be persistent in assuring that your request is heard and that you are given an answer
- Make expectations clear when making a request
- Do not overreact when others are positively assertive and say “no” to your request
27
Q
setting limits or refusing requests
A
- Take responsibility for decisions you make on how to spend personal resources without feeling resentful towards others for making requests
- Decide how much you are willing to do in fulfilling request
- Delay a response is ok as long as you get back to other person within timeline you establish
- Don’t feel guilty you don’t have good reason for saying no; don’t have to give specific reason
- Be persistent if people try to change your mind–calmly repeat your decision (broken record)
28
Q
responding to criticism or anger
A
- Ignore provocations – ignore critical comments and focus only on problem
- Clarify criticism – criticism vague and unsure of nature of problem need to know exactly what you did wrong
- Agree with criticism – acknowledge you were wrong – accept truth and judgment
- Disagree with criticism – may be too broad or based on value judgments
- Fogging – acknowledge truth while ignoring judgements they may imply
- Delay a response – if taken off guard
29
Q
How can you encourage a patient to be assertive?
A
- Help prepare patients for visits with health care providers
- Encourage them to keep lists of questions to ask
- Provide them with checklists about medications when they are in the pharmacy
- Actively solicit patients’ questions, concerns, and preferences
30
Q
being assertive with health care professionals
A
- Be persistent, yet calm, when speaking over the phone with receptionists
- Being respectful, not argumentative
- Being persistent in communicating the message
- Restating your position without anger or apology
- Gather evidence of current research to support your recommendation
- Use appropriate medical terminology
- Remain focused on helping the patient
- Determine with the physician or nurse how changes will be communicated, implemented, and monitored
31
Q
being assertive with employers
A
- Define your professional standards if boss not pharmacist
- May receive negative evaluation/criticism of performance from our supervisor
- How we respond to criticism can help/hurt relationship
- Avoid counterattacks or excessive apologizing
- When criticized, it is important to distinguish between truth and judgement
32
Q
being assertive with employees
A
- Be specific about expectations
- Use appropriate feedback techniques
