Unit 4 Conflict Resolution Flashcards
What is data conflict?
Stems from
lack of info, different info, different interpretations, different assessment procedure
What is relationship conflict?
Stems from
misperception, stereotypes, poor communications
What is values conflict?
Related to
day to day values, self-definition
What is structural conflict?
Related to
how a situation is set up, who is involved in making decisions, geographical & physical relationship, & unequal power & authority
What is the two factors when assessing behaviour when resolving conflict?
- Commitment to goals or assertiveness (extent to satisfy their own concerns or goals)
- Commitment to relationship or cooperation (extent to satisfy the concerns of the other party or the importance of the other relationship with the other party)
Conflict Resolution [Avoid]
[Types] Physical flight, mental withdrawal, changing subject, blaming, denial, postponing, use of emotions
[Results] Not resolved, buildup, low satisfaction, stress spread
[Appropriate when]Trivial & unopen, potential damage outweighs potential benefits, timing with dealing is inappropriate
Conflict Resolution [Competing]
[Types] Power of Authority, power of persuasion, pressure techniques, disguising the issue, typing relation issues to substantive issues
[Results] Escalate, reduce quality of agreement, assume no reciprocating power, increases chances, of future problems, restricts communication
[Appropriate when] Short time frame and quick actions is necessary. tough decisions requires leadership
Conflict Resolution [Accommodating]
[Types]Playing down the conflict to maintain harmony, self sacrifice, yielding to the other point of view
[Results]Builds relationship that will allow you to be more effective in future problem solving, increase chances that other other party will be more accommodating to your needs, does not improve communication
[Appropriate when] You are flexible on the outcome, preserving harmony is more important than outcome, necessary to build good faith, you are wrong or where competition can damage your position
Conflict Resolution [Compromising]
[Types] Splitting difference, exchanging concession, finding middle ground
[Results] Both parties may feel they’ve lost the battle and may feel to get even next time, no relationship established, danger of stalemate, does not explore issue in depth
[Appropriate when] Time pressure and quick solution, collaboration/competition has failed, short term solution until more info can be obtained
Conflict Resolution [Collaborating]
[Types] Maximizing use of fixed resources, increase resources, listening and communicating, and promoting understanding and values, learning from each other
[Results]Build relationship, promotes creative solutions
[Appropriate when] Parties are committed to the process, issues are too important, insights can be beneficial to achieving creative solutions, desire to work through feelings diverse interest
How does self awareness, reflective practice, and emotional intelligence help manage conflict?
Helps when de-escalating the problem
Self awareness helps one to reflect on self approach and the approach of others
Reflective practice works on examining experiences to form better practice and knowledge
Emotional Intelligence helps to de-escalate by rebuilding trust, respect, and effective communication
Examples of Nurse leader responsibility in managing conflict
-Identify the issue
-Allow the other person to express their concern
-Acknowledge if you are at fault and take responsibility
-Use open, honest, and transparent communication
-Provide constructive and supportive feedback
-Handle conflict sooner rather than later
Let the person talk in a good place
What are the types of Reconciliation?
-Truth Acknowledgement
-Reparation
-Retributive Justice
-Apology and Forgiveness
