Week 11

Question 1

4 Types of Conflict

Answer 1

Data, values, relationship, structural

Question 2

Data Conflict

Answer 2

Occur when people lack the information necessary to make wise decisions, are misinformed, disagree over which data are relevant, interpret information differently, or have competing assessment procedures

Question 3

Relationship conflicts

Answer 3

occur due to the presence of strong emotion (e.g., jealousy, mistrust, hatred) and are created from perceptions, poor communication, stereotypes

Question 4

Value conflicts

Answer 4

caused by perceived or actual incompatible value systems; when people attempt to force their values on another

Question 5

Structural conflicts

Answer 5

Structural conflicts are caused by oppressive patterns of human relationships; Shaped by forces external to the people in dispute

Question 6

Approaches for dealing with conflict (5)

Answer 6

Avoiding: Demonstrates low commitment to both goals and relationships. Most common method – especially if conflict is viewed negatively; can be appropriate when the issue isn’t very important
Competing: High commitment to goals, low commitment to relationships. May pursue their own goals at the expense of others. By any means necessary; appropriate when their is a potential medication error and the benefit to pt safety outweighs commitment to relationships, inappropriate during a debrief
Accommodating: High commitment to relationship, low commitment to goals. Opposite of competing. Accommodators typically will not ask for anything in return; appropriate in situation where you need to increase your workload to help someone else who has a complex patient, inappropriate if this occurs after complex patient is resolved
Compromising: Balance between commitment to goals and commitment to relationships. The objective is a quick solution that will work for everyone
Collaborating: High commitment to goals and to relationships. Trust and willingness for risk is required from both parties. Appropriate when discussing vacation coverage, inappropriate in discussion of a new policy if the team has little influence on making any adjustments

Question 7

Steps to Deescalate Conflict (4)

Answer 7

1. Self awareness: reflect on your own approach, find people you trust to discuss potential solutions, think about who may challenge your perspective
2. Raising the issue: decide to raise the issue at an appropriate time, commit to a change in your own behaviour that contributes to resolution, use specific examples
3. Follow up: assess if a change has been made, determine if the change is continuing to work, decide what adjustments need to be made
4. When change is not implemented: raise the issue again, use more problem solving, compare options, determine what changes need to be made to bring personal resolution

Question 8

Thomas and Kilmann: 2 Factors for Assessing Behaviour in a Conflict Situation

Answer 8

Commitment to goals or assertiveness—the extent to which an individual (or a group) attempts to satisfy his or her own concerns or goals.
Commitment to relationships or cooperation—the extent to which an individual (or a group) attempts to satisfy the concerns of the other party, and the importance of the relationship with the other party.

Question 9

What do each of the approaches for dealing with contact need?

Answer 9

Avoiders: feel physically and emotionally safe. Take the with the person to assure them
Competitors: Need to feel something will be accomplished. Reassure that a solution will be developed
Compromisers: May need to know they will get something later
Accommodators: Need to know the relationship will remain intact.
Collaborators: May need to know your needs before they are comfortable sharing their needs.

Question 10

Principles of Conflict Management (9)

Answer 10

1. Think Before Reacting- Or you may lose the chance to reach a solution
2. Listen Actively - To body language as well as what is said
3. Assure a Fair Process - Fair to all parties
4. Attack the Problem - Not the person
5. Accept Responsibility - And avoid placing blame
6. Use Direct Communication - Say what you mean and mean what you say.
7. Look for Interests - Rather than positions – interests are more flexible
8. Focus on the Future - Don’t get mired in the past
9. Options for Mutual Gain - Your gain at someone else’s expense is not a solution