Deck 13: Conflict Management

Question 1

On the unit in which you work,one nurse's aide is usually pleasant and helpful; the other is often abrasive and angry.What is the most important basic guideline to be observed by a nurse who must resolve a conflict between the two nurse's aides?

A) Deal with issues,not personalities.
B) Require the aides to reach a compromise.
C) Weigh the consequences of each possible solution.
D) Encourage ventilation of anger and use humor to minimize the conflict.

Answer 1

Deal with issues,not personalities.

Question 2

Considering the following terms used to label different styles of handling anger-the Sherman tank,the sniper,the constant complainer,and the clam.Which of the following comments would you expect a Sherman tank to make?

A) "That sure sounded like a put-down to me."
B) "How dare you accuse me of not putting away the linen!"
C) "So,you think you know everything,eh?"
D) "Why do we always have to rotate shifts?"

Answer 2

"How dare you accuse me of not putting away the linen!"

Question 3

During a staff meeting,an upset nursing assistant tells the group that the other nursing assistants are given easier patient assignments and are always given their choice of days off.What approach by the nurse manager would be effective to resolve this conflict?

A) Attempt to persuade the upset nursing assistant to calm down.
B) Tell the group that this type of conversation needs to be handled privately.
C) Consider transferring the upset nursing assistant to another unit.
D) Acknowledge the feelings of the upset nursing assistant and make a plan to meet with her.

Answer 3

Acknowledge the feelings of the upset nursing assistant and make a plan to meet with her.

Question 4

A staff nurse who has worked on the unit for 6 months voices the following concerns to another nurse: "The clinical nurse leader of the unit often follows me into the supply room and stands blocking the doorway and chats.The nurse leader makes opportunities to mention my good looks,muscular physique,or strength in the context of daily work,saying things like: 'You're so handsome; no wonder your patients like you.' The nurse leader frequently touches me on the arm,the shoulder,chest,or the hair,and if I'm sitting,touches my leg.Yesterday,the nurse leader patted my arm and said,'You know,if we were dating,I might be able to give you lighter assignments.' I don't want to date the nurse leader.I just want to be left alone! What should I do?" What is the best reply?

A) "Don't be quite so honorable.Go on a date and see if you get better assignments."
B) "Confront the nurse leader with a description of the behavior and state that you want the behavior to stop."
C) "Go directly to the human relations office at the agency and tell them what you just told me."
D) "Contact your lawyer and get advice ASAP in case the nurse leader decides to turn the tables and accuse you of advances."

Question 5

What is the best strategy for resolving the conflict in a situation in which two staff nurses request the same vacation weeks?

A) Accommodation
B) Collaboration
C) Competition
D) Avoidance

Question 6

One of your peers,a staff nurse,is a "potshot artist." This nurse often makes you the butt of innuendo or teasing digs.You are fed up and decide to take action the next time it happens.What strategy should be considered as an effective way of dealing with a "sniper?"

A) Clam up and allow the individual to fully ventilate her concern.
B) Confront and tell the individual he or she is wrong.
C) Coldly withdraw from the individual.
D) Obtain group confirmation or denial of criticism raised by the individual.

Question 7

Which statement by the nurse is true regarding sexual harassment?

A) "Sexual harassment no longer occurs in the workplace."
B) "Sexual harassment is only caused by men."
C) "The most common sexual harassment complaint is inappropriate remarks and touching."
D) "Nothing can be done to prove sexual harassment."

Question 8

A female nurse is experiencing sexual harassment in the workplace by a male nurse.Which action should this nurse take to stop the sexual harassment?

A) Ignore the comments made by the male nurse.
B) Laugh about the comments.
C) Tell the male nurse to stop.
D) Begin to sexually harass the male nurse.

Question 9

What can staff nurses do to reduce conflict with patients and families?

A) Allow nurses to enforce what they feel comfortable with.
B) Keep treatment decisions between the patient and health care team only.
C) Do not allow family to participate in patient care.
D) Maintain consistency in enforcing rules and policies.

Question 10

A newborn has several congenital anomalies incompatible with living beyond 1 month.The newborn cannot retain formula,and the temperature drops when the newborn is removed from the warmer.Two nurses who alternate caring for the baby argue about whether or not to attempt bottle feedings and whether the newborn should be removed from the warmer to be held.What is the origin of the conflict described?

A) Ethical values
B) Nursing role concerns
C) Personal goals for advancement
D) Personality differences

Question 11

Which of the following scenarios shows an ethical conflict?

A) A nurse who consistently speaks poorly of another nurse for always being "grumpy"
B) A nurse who has a hard time respecting 'no codes' on young patients
C) A nurse who refuses to run a systems check on the glucometers because "it's night shift's duty"
D) A nurse who forgets to alert family members to a change in visiting hours

Question 12

Which of the following are common factors of conflict encountered in nursing? (Select all that apply.)

A) Ambiguous boundaries around work responsibilities
B) Unclear communication to family members about visiting hours
C) Nursing assistant placing personal achievement above everything
D) Chief of medicine demanding that the nurse/patient ratio be increased
E) Consideration of 26-week termination of pregnancy by a physician because of mother's health
F)Vacation schedules posted with new staff members having to work at least one day during all holidays
G)None of above

Question 13

Of the following common areas of conflict between nurses and their patients and families,which does the nurse interpret as the most easily resolved?

A) Issues of concern about quality of care
B) Issues surrounding treatment decisions
C) Issues of family involvement
D) Issues about quality of parental care

Question 14

A nurse feels angry over a patient assignment and feels that assignments always include the "bad ones." What is the best way to control this anger?

A) Ignore the negative feelings.
B) Talk about other coworkers behind their backs.
C) Face this anger and determine what is being felt.
D) Refuse to speak to any coworkers for fear of lashing out.

Question 15

A nurse is frustrated about being scheduled on a holiday that had been requested off,but a new nurse with less seniority was given the holiday off.Which action by the nurse shows accommodation?

A) The nurse works out a schedule change with the new nurse.
B) The nurse doesn't bring the issue to the attention of the new nurse but feels angry and frustrated.
C) The nurse works the holiday while the new nurse has the day off.
D) The nurse requests to have the day before the holiday off.

Question 16

What action(s)by the staff nurse is an effective way to deal with a sexual harassment issue in the workplace? (Select all that apply.)

A) Tell the person to stop.
B) Tell your best friend about the incident.
C) File a formal grievance.
D) Explain the situation to your spouse.
E) Play along with the person and document the activities.f.Threaten the person with a sexual harassment lawsuit.

Question 17

Which action by the nurse has a potential for creating role conflict?

A) Arguing that the nurse on the next shift is responsible for weighing a patient
B) Failing to discuss differences with a coworker the nurse is angry with
C) Placing the nurse's personal achievement over that of coworkers
D) Trying to change another nurse's personality

Question 18

The nurse manager is attempting to resolve an interpersonal conflict between two nurses.Which action below should be done first?

A) Determine the facts related to the situation.
B) Schedule a meeting time for resolution.
C) Have an accurate understanding of the problem or conflict.
D) Have the determination to resolve the conflict.

Question 19

A nurse is aware that an area of conflict between nurses and patient's families is quality of parental care.Which action would not help the nurse reduce conflict?

A) Become frustrated with the parents for lack of participation in care
B) Model positive parenting techniques
C) Encourage parents to meet other parents
D) Give out information about parenting classes

Question 20

To resolve a scheduling conflict,a nurse manager is using employment seniority.The nurse manager interprets this as

A) a win-win strategy.
B) a win-lose strategy.
C) a lose-lose strategy.
D) a compromise.

Question 21

A nurse is caring for an older adult patient when conflict regarding treatment arises between the family and the health care provider.What can the nurse do to resolve this conflict? (Select all that apply.)

A) Defend the health care provider's treatment and try to explain it to the family.
B) Try to convince the family that the health care provider knows what is best for the patient.
C) Allow the family to participate in the decision-making process for their loved one.
D) Encourage the family to speak directly to the health care provider regarding treatments.
E) Clarify the health care provider's order with the family.

Question 22

What are some positive results that can come from conflict? (Select all that apply.)

A) Disturbing issues are brought out,which may lead to more serious conflict.
B) Groups cohesiveness may increase as individuals resolve issues.
C) Results of conflict can be constructive.
D) Groups can learn from each other.
E) Talking about issues can avert serious conflict.

Question 23

Which of the following statements by the nurse about unresolved conflict is true? (Select all that apply.)

A) "Conflict makes nursing staff more productive."
B) "Conflict reduces productivity among staff."
C) "Conflicts wastes time."
D) "Conflict waste energy."
E) "Conflict increases teamwork."

Question 24

What actions can a nurse implement into daily practice to reduce conflict? (Select all that apply.)

A) Deal with issues and not personalities.
B) Worry about themselves and no one else.
C) Communicate openly.
D) Listen actively.
E) Sort out issues.

Question 25

What is important for the nurse manager to understand about resolving conflict in the workplace? (Select all that apply.)

A) Realize that most new graduates use competition as a form of conflict response.
B) Effective role socialization reduces negative conflict behaviors among nursing staff.
C) Use of collaboration to solve conflict issues is an important strategy to encourage.
D) Thinking like a nurse promotes role socialization and reduces conflict.
E) Nurse managers need to create working environments that facilitate professional practice.f.High self-esteem fosters entitlement-type behavior that promotes conflict.