Week 10 ~ Conflict management

Question 1

What are the different types of conflict management styles?

Answer 1

Avoidance- withdraws, both loose
Accommodation- one will give in because the other is usually competing, lose-win
Competition- dominance, win-lose
Compromise- seeks middle ground, sacrifice is involved, lose/win-lose-win
Collaboration- negotiate a positive solution for all, take time, win-win

Question 2

What is destructive and constructive conflict?

Answer 2

D is each person has win-lose attitude so relationships are damaged. C is building new insight and strengthens the relationship.

Question 3

What are the causes of conflict?

Answer 3

Criticism, entitlement, lack of fairness, stress, no rest, perceived costs vs. rewards, and different perspectives.

Question 4

What is 5 steps of conflict as a process?

Answer 4

1. Source- prior conditions, became aware there are difference
2. Beginning- frustration awareness, differences are increasingly problematic, passive struggle
3. Middle- active conflict, expressed struggle
4. End- resolution, begin trying to manage conflict
5. Aftermath- follow up, deal with hurt feelings, manage grudge, check if satisfied with resolution

Question 5

What are the 3 types of conflict?

Answer 5

1. Pseudo conflict: conflict triggered by lack of understanding and miscommunication
2. Simple conflict: stems from different ideas, definitions, goals, perceptions
3. Ego conflict: based on personal issues, conflicting partners attack on others self esteem

Question 6

What is an other orientation and conflict management?

Answer 6

Stop (stop arguing and concentrate on partners point), look (non verbal), listen, imagine (imagine how you would feel in others place), question (for more info), and paraphrase (confirm understanding).

Question 7

What is conflict management skills process?

Answer 7

1. Manage emotions- self aware of feelings, understand personal response to conflict, recognize hot buttons, self talk, avoid personal attacks, put aside past issues
2. Manage info- deceive your understanding, use I statements (I feel, I want), effective listening skills, be empathetic
3. Manage goals- identify your goals/partners goals, where is common ground
4. Manage problem- reframe as problem to solve not battle to win, analyze effects/cause/obstacles, generate solutions

Question 8

What is the MUM effect?

Answer 8

Keeping MUM about UNDESIRABLE MESSAGES. We hesitate to talk about hard things and negative info and bad news.

Question 9

What is model for breaking bad news?

Answer 9

Set up interview- privacy, time, connection with client/eye contact
Perception- what is clients understanding of situation
Invitation- how much info does client want at this time
K give knowledge and info to client- provide warning bad news is coming, be transparent and use facts, clarify understanding
Empathy for emotions
Strategy and summarize- client goals, next steps, summarize

SPIKES

Question 10

What is model to reduce anger?

Answer 10

LOWLINE. Listen, offer, watch, look, incline, nod, and express.

Question 11

What are the 3 P’s of crisis de-escalation?

Answer 11

Position (face patient, remain between patient and exit, reduce eye contact)
Posture (relax stance, uncross arms, rotate and relax shoulders)
Proximity (stay 1.5 to 3 ft away, out of reach)

Question 12

What is inter professional conflict and skills to manage?

Answer 12

Causes are role uncertainty, differing goals, power hierarchy, differing values and personal traits. Skills are set guidelines for addressing disagreements, allow all points of view, analyze cause, work to address and resolve, and develop consensus.

Question 13

What is incivility?

Answer 13

Discourteous speech and behaviour, intent to harm, derogatory comments, dismissive POV, rude behaviour, and violate Code of ethics.