Test 2 Strategies for Addressing Conflict

Question 1

3 primary sources of conflict

Answer 1

• task (job duties)
• process (how something gets done)
• interpersonal (communication, personalities, values)

Question 2

Passive

Answer 2

• 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

Question 3

Aggressive

Answer 3

• 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

Question 4

Assertive

Answer 4

• 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

Question 5

Passive aggressive

Answer 5

• Express dissatisfaction in disgusted manner
• Use guilt or hint at needs
• Loud sighs
• Strained laugh
• Can create irritation or resentment with others

Question 6

main reasons people use passive or aggressive communication styles

Answer 6

• have been reinforced or rewarded over time; become strengthened
• holding irrational beliefs that interfere with being assertive

Question 7

What are examples of hold irrational beliefs that interfere with being assertive?

Answer 7

• 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)

Question 8

Description of competing shark

Answer 8

• 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

Question 9

Advantages / Disadvantages of competing shark

Answer 9

• Advantage: If shark’s decision is correct, don’t need compromise
• Disadvantage: May breed hostility and resentment toward the shark

Question 10

When to be a competing shark

Answer 10

• 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

Question 11

Description of avoiding turtle

Answer 11

• 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

Question 12

Advantages / Disadvantages of avoiding turtle

Answer 12

• 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

Question 13

When to be an avoiding turtle

Answer 13

• 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

Question 14

Description of accommodating teddy bear

Answer 14

• 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

Question 15

Advantages / Disadvantages of accommodating teddy bear

Answer 15

• Advantage: Accommodating maintains relationships

* Disadvantage: Giving in may not be productive, bear may be taken advantage of

Question 16

When to be an accommodating teddy bear

Answer 16

• 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

Question 17

Description of compromising fox

Answer 17

• 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

Question 18

Advantages / Disadvantages of compromising fox

Answer 18

• Advantage: Relationships are maintained and conflicts are removed
• Disadvantage: Compromise may create less than ideal outcome and game playing can result

Question 19

When to be a compromising fox

Answer 19

• 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

Question 20

Description of collaborating owl

Answer 20

• 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

Question 21

Advantages / Disadvantages of collaborating owl

Answer 21

• Advantage: Both sides get what they want and negative feelings eliminated
• Disadvantage: Takes a great deal of time and effort

Question 22

When to be a collaborating owl

Answer 22

• maintaining relationships is important
• time is not a concern
• peer conflict is involved
• gain commitment through consensus building
• trying to merge differing perspectives

Question 23

What are the ways in which you can communicate assertively?

Answer 23

• working to resolve a conflict
• expressing hurt feelings
• making requests
• setting limits or refusing requests
• responding to criticism or anger

Question 24

working to resolve a conflict

Answer 24

• focus on resolution outcomes

- ask questions to help resolve conflict

Question 25

expressing hurt feelings

Answer 25

• 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

Question 26

making requests

Answer 26

• 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

Question 27

setting limits or refusing requests

Answer 27

• 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)

Question 28

responding to criticism or anger

Answer 28

• 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

Question 29

How can you encourage a patient to be assertive?

Answer 29

• 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

Question 30

being assertive with health care professionals

Answer 30

• 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

Question 31

being assertive with employers

Answer 31

• 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

Question 32

being assertive with employees

Answer 32

• Be specific about expectations

- Use appropriate feedback techniques