Question 1

A major conflict has arisen among staff nurses regarding holiday days off on the next schedule. One of the nurses has a history of destructive behavior associated with conflict that the nurse manager would like to catch before the behavior affects the operation of the unit. What behaviors, by this nurse, should the manager watch out for? Select all that apply.

Accepted Answer

1. Ignoring policies can be a sign of destructive conflict.
2. Denial of the problem can be a sign of destructive conflict. The manager should be alert for additional indicators.
3. This statement acknowledges the problem and indicates that a solution is possible.
4. Avoiding a staff member can be a sign of destructive conflict.
5. Just having lunch with a nurse from another unit is not a sign of destructive conflict. If the nurse is discussing the situation in negative terms with the other nurse, a problem may exist.

Question 2

You are a new nurse manager and your mentor who is a nurse manager provides you with some guidelines about coordination. What would your mentor include? Select all that apply.

Accepted Answer

1. Understanding the purpose of coordination helps to apply it.
2. The nurse manager should not expect staff to use coordination effectively, but rather should assess and guide staff in its use.
3. Applying policies and procedures is part of coordination with an HCO.
4. Coordination should be assessed in performance appraisal.
5. The nurse manager should bring up coordination routinely in meetings and orientation for new staff.

Question 3

How is the leadership theory of Emotional Intelligence related to collaboration?

Accepted Answer

1. Emotional Intelligence is not associated with bureaucratic structure model of organization.
2. Problem solving is important, but not the key component of Emotional Intelligence.
3. Collaboration does require recognition of own feelings, which is part of Emotional Intelligence leadership theory. This helps one better participate in the collaboration process to understand self and others.
4. Coordination is not directly related to Emotional Intelligence.

Question 4

After a new management company took over the operations of a hospital many changes in policy were made. The nurse manager overhears a conversation in the break room that included comments such as, "I don't know why I even try" and "No one pays any attention to us anyway." What results of these feelings should the nurse manager watch for on the unit? Select all that apply.

Accepted Answer

1. These statements, in light of the situation, indicate a feeling of powerlessness. In that case, staff often will not be as creative in problem solving.
2. These statements indicate powerlessness, which can lead to deterioration in morale.
3. These statements indicate powerlessness, which is very contagious and creates a feeling of unrest on the nursing unit. Even nurses who are not vocal about the issues may feel hesitant and unsure. This results in these nurses being less likely to make changes as well.
4. These statements indicate powerlessness. New staff members very quickly adopt this feeling along with the remaining staff.
5. These statements indicate powerlessness, which can change the culture of the unit, the department, and the organization.

Question 5

How is effective coordination related to patient-centered care?

Accepted Answer

1. Patient-centered care means the patient is making decisions if patient chooses and staff may guide with facts and options but do not direct.
2. Patient-centered care requires that patient values and preferences be included.
3. Cost and outcomes should be considered, not one first.
4. The patient should be involved in coordination of the patient's care.

Question 6

There are gender differences in how people negotiate. Choose the option that reflects the way males are thought to negotiate.

Accepted Answer

1. Women tend to focus on fairness.
2. Women tend to seek win-win solutions.
3. Men tend to test limits more overtly than women.
4. There is no evidence in the chapter that supports this option.

Question 7

The nurse is very upset regarding a reprimand issued by the nurse manager. The nurse confronts the nurse manager in the hallway. How should the manager respond?

Accepted Answer

1. This situation cannot be ignored.
2. This conflict should not play out in public. The manager should ask the nurse to come to a more private place like the manager's office or an empty room.
3. This will not help deescalate this situation.
4. This conflict should not play out in public.

Question 8

Which statement best describes collaboration?

Accepted Answer

1. Collaboration is a process with steps and requires engagement.
2. Eventually staff collaborating have to reach a consensus about goals.
3. Collaboration is not always positive.
4. Collaboration may occur between more than two people.

Question 9

Which of the following tools that is used to support patient care coordination is patient-centered?

Accepted Answer

1. Clinical practice guidelines are used to support patient care coordination that is patient-centered.
2. Clinical pathways are used to support patient care coordination that is patient-centered.
3. Risk management is used to track high-risk errors and potential legal concerns that might lead to malpractice. It is not used to support patient care coordination that is patient-centered.
4. Disease management is used to support patient care coordination that is patient-centered.
5. Case management is used to support patient care coordination that is patient-centered.

Question 10

Select the major goals of conflict management. Select all that apply.

Accepted Answer

1. Patient care is always the goal of nursing.
2. Conflict can be decreased and temporarily eliminated.
3. The staff should become more assertive, not more aggressive.
4. This is known as a win-win situation.
5. It is not possible to eliminate the possibility of conflict.

Quiz 13: Improving Teamwork: Collaboration, Coordination, and Conflict Resolution