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NURS1130 > Week 13 > Flashcards

Week 13 Flashcards

1
Q

Conflict

A

A disagreement arising from differences in attitudes, values or needs. The actions of one party frustrate the ability of the other party to

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2
Q

What 3 things cause conflict in health care

A

Cultural differences / misunderstanding

Communication issues
Psychological issues

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3
Q

Components of conflict

A

Process
Content
Emotion (may be considered part of process

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4
Q

Parts of conflict: content

A

Substance of the dispute

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5
Q

Parts of conflict: process

A

Commutation and behaviour
- emotional issues - how we feel about the situation

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6
Q

Conflict can be (2)

A

Destructive or dysfunctional

Constructive or functional

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7
Q

How can conflict be positive

A

Provides experience and opportunity for personal and professional growth

Many conflict and due to miscommunication or misinterpretation

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8
Q

5 ways to respond to conflict

A

Avoidance
Accommodation
- sort of a sacrifice
Compromise
- joint effort
Competition
- get own way
Collaboration
- ideal

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9
Q

Behaviour styles (4)

A

Aggressive
Passive
Passive aggressive
Assertive

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10
Q

Behaviour styles: aggressive

A

Dominates, no concern for others feelings

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11
Q

Behaviour styles: passive

A

Avoids conflict, denies own rights, doesnt express feelings

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12
Q

Behaviour styles: passive aggressive

A

Expresses dissatisfaction indirectly
Ex. Does a task poorly so others have to do it

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13
Q

Behaviour styles: assertive

A

Faces conflict, expression thoughts and emotions clearly

Does not attack judge or demean others

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14
Q

Assertive responses (5)

A

Empathy and description
Your feelings
State expectations
State intention/consequences

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15
Q

Assertive responses: empathy and description

A

Empathy and description of the behaviour or concern

Objective description of your perceptions (see, hear, etc)

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16
Q

Assertive responses: your feelings

A

State for reaction/feelings honestly

17
Q

Assertive responses: state expectations

A

State clearly, a change in behaviour

Ex. I want you to be on time so….

18
Q

Assertive responses: state intension / consequences

A

Ex. If this continues….

19
Q

In a conflict situation, each person has … (2)

A

A position

A need/interest

20
Q

A position

A

What one wants

21
Q

A need or interest

A

Why they want it

Often covert and must be identified

22
Q

To resolve an issue, focus on the ….

A

Need/interest of each individual and not their position

Listen actively and seek to understand

23
Q

Reviews IPC/TBC modules for ladder of inference and most respectful interpretation

A

;)

24
Q

As emotions escalate…

A

Objectivity decreases

25
Q

Principles of conflict resolution

A

Identify cause

Stay focused

Summarize

Listen

Dont blame

Follow up

Acknowledge

Negotiate

26
Q

Helpful communication techniques to resolve conflict

A

Active listening
Empathy
Paraphrasing
Reflection
Clarification
Open ended questions
Respect
Tone of voice

27
Q

How to control your own behaviour

A

Be aware of non verbal communication

Speak only for yourself

Avoid generalizing (always, never)

Try to detach from emotion

28
Q

Anger arousal stages (5)

A

Trigger
Escalation
Crises
Recovery
Post crisis depression

29
Q

Anger stages: trigger

A

First

Perceived Threat, internal or external

30
Q

Anger stages: escalation

A

Second

Release of adrenaline, prepares for crisis

31
Q

Anger stages: crisis

A

Third fully prepared for fight/flight
- highly volatile
- quality of judgement and reasoning are decreased

32
Q

Anger stages: recovery

A

Forth

Begins to recover and stress relieved and adrenaline dissipates over time

33
Q

Anger stages: post crisis depression

A

Last, fifth

Return of awareness, may feel guilty or depressed

34
Q

The goal of responding to an angry person is…

A

To prevent escalation

35
Q

Tips to respond to angry people

A

Use judgment - no universal script

Keep calm

No why questions

36
Q

Assessment for potential violent behaviour

A

Confusion of disorientation

Paranoia

Anger

Agitation

Intoxication

Verbal aggression

37
Q

Ladder of inference

A

A model that helps people understand how their thoughts and believes influence their actions

Each step forward (assumptions, drawing conclusions) is a step up the ladder

38
Q

MRI - most respectful interpretation

A

Mental model that involves considering the best interpretation of a situation.

  • giving others the benefit of the doubt

NURS1130 (8 decks)

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