Deck 12: Conflict Management

Question 1

Which is not an advantage of alternative dispute resolution?

A) It is less expensive.
B) It involves less publicity.
C) No attorneys are allowed.
D) There are no long court delays.

Answer 1

No attorneys are allowed.

Question 2

Two different hospitals decide to have a contest to see which hospital can raise the most funds for a local cancer research center. This is considered

A) competition.
B) negotiation.
C) positive conflict.
D) negative conflict.

Answer 2

positive conflict.

Question 3

There are only two nurses in a physician's office, and they both want Friday off. The office needs to have at least one nurse on duty, so they agree to each work a half day to make sure the office is covered. What type of conflict behavioral style is this?

A) Competing
B) Accommodating
C) Collaborating
D) Compromising

Answer 3

Collaborating

Question 4

When people bargain for what they want, which resolution method are they using?

A) Mediation
B) Negotiation
C) Arbitration
D) Communication

Question 5

Mrs. Smith arrives for her appointment and is told the physician is running late on his appointments. Despite a waiting room full of patients, she demands to receive care before anybody else. What type of conflict behavioral style is this?

A) Competing
B) Accommodating
C) Avoiding
D) Compromising

Question 6

A patient enters a physician's office very upset about her bill. After speaking to the office manager, she is still upset and threatens her. This is considered

A) positive conflict.
B) negative conflict.
C) disagreement.
D) negotiation.

Question 7

Mediation allows participants to discuss conflicts, with expectations of confidentiality, in which type of environment?

A) Sterile
B) Threatening
C) Nonthreatening
D) Busy

Question 8

A physician really needs the day off for an important family event, and always works for other physicians when they need to be out of the office. No other physician in the practice will work for him, so he misses his family event. What type of conflict behavioral style is this?

A) Competing
B) Accommodating
C) Avoiding
D) Compromising

Question 9

Which of the following is a technique in alternative dispute resolution?

A) Negotiation
B) Mediation
C) Arbitration
D) All of the options

Question 10

When you are thinking about a conflict and your inner voice is talking to yourself, what type of conflict response is this?

A) Emotional response
B) Cognitive response
C) Physical response
D) Positive response

Question 11

Which is considered disruptive behavior?

A) "It looks like you're having fun. Can I join in?"
B) "Nurse Betsy is so incompetent."
C) "Do you like to knit?"
D) You accidentally drop the patient's chart.

Question 12

What accrediting organization requires healthcare organizations to establish policies and procedures for conflict management?

A) The Joint Commission
B) American Medical Association
C) OSHA
D) AHIMA

Question 13

Alternative dispute resolution is a solution to avoid complicated, costly, and time-consuming conflicts in the healthcare setting in which way?

A) Conflictually
B) Efficiently
C) Nonefficiently
D) None of the options

Question 14

Personal conduct, whether verbal or physical, that affects patient care negatively is called

A) competing.
B) negative conflict.
C) disruptive behavior.
D) nonaccommodating.

Question 15

Which is not one of the usual stages of mediation?

A) Identification of party's interests
B) Submission of documents to a court for approval
C) Information gathering
D) Negotiation and selection of appropriate resolution

Question 16

A nurse is totally ignoring the wishes of her coworkers and the policies of the institution, and many of her coworkers are fed up with her antics. Another nurse encourages her coworkers to "give it time, it will blow over." What type of conflict behavioral style is this?

A) Competing
B) Accommodating
C) Avoiding
D) Compromising

Question 17

If a physician and patient need a controlled, structured setting, they may wish to try which of the following?

A) Mediation
B) Negotiation
C) Arbitration
D) Communication

Question 18

The process by which a neutral third party facilitates dispute resolution is called

A) mediation.
B) negotiation.
C) arbitration.
D) communication.

Question 19

Which is used in numerous situations with patients, families, coworkers, and employer-employee situations?

A) Communication
B) Negotiation
C) Mediation
D) Dispute resolution

Question 20

You break out in a sweat after a conflict. What type of conflict response is this?

A) Emotional response
B) Cognitive response
C) Physical response
D) Positive response

Question 21

Which of the following type of alternative dispute resolution is most like a court system?

A) Arbitration
B) Facilitation
C) Mediation
D) Negotiation

Question 22

In 2008, the Joint Commission identified that the lack of _____ skills was the root cause for disruptive behavior.

A) communication
B) conflict management
C) verbal
D) negotiation

Question 23

Which is not an example of disruptive behavior?

A) Profane language
B) Sexual comment
C) Compliment to a patient
D) Throwing a chart

Question 24

The Joint Commission's standards of performance, in regards to conflict management, refer to

A) a system for resolving conflicts among individuals in a physician's office.
B) a system for resolving conflicts among individuals in a nursing home.
C) a process for managing people who argue.
D) a process for managing conflict among leadership groups.

Question 25

When you feel rage after a conflict, this is considered what type of conflict response?

A) Emotional
B) Cognitive
C) Physical
D) None of the options