Question 1

Which action is an accepted tactic when engaged in a negotiation?

Accepted Answer

The selected starting point in negotiations should be at the upper limits of the negotiator's expectations, within reason. However, negotiators must realize they may have to come down to a lesser goal. The other options are not reflective of accepted tactics used in successful negotiations.

Question 2

A charge nurse assists a group of personnel to resolve their conflict, with the outcome being that the two opposing goals were discarded and new goals were adopted. What is this an example of?

Accepted Answer

In collaboration, all parties set aside their original goals and work together to establish a common goal. None of the ot her options are examples of the described outcome.

Question 3

Which is a true statement about negotiation tactics?

Accepted Answer

Destructive negotiation tactics are never a part of a successful collaborative conflict resolution. A good manager will be alert for such tactics. None of the other options are true statements regarding negotiation tactics.

Question 4

What did the interactionist theorists of the 1970s believe about organizational conflict?

Accepted Answer

The interactionist movement encouraged organizations to promote conflict as a means of producing growth. The remaining options were not necessarily supported by the interactionist theorists.

Question 5

Which statement reflects the contemporary thinking about conflict?

Accepted Answer

Some level of conflict in an organization appears to be desirable since it appears to prevent organizational stagnation. None of the other options reflect contemporary thinking about conflict.

Question 6

What term is used when two or more people have conflict about values or goals?

Accepted Answer

Interpersonal conflict happens between two or more people with differing values, goals, and beliefs. No other option is used to describe this situation.

Question 7

Which statement is true concerning perceived conflict?

Accepted Answer

Perceived or substantive conflict is intellectualized and often involves issues and roles. The person recognizes it logically and impersonally as occurring. None of the other options are true statements concerning perceived conflict.

Question 8

When is the competing approach to resolving conflict used?

Accepted Answer

The competing approach is used when one party pursues what it wants at the expense of the others. Because only one party typically wins, the competing party seeks to win regardless of the cost to others. Neither manager control nor political strategy is necessarily associated with the competing approach to resolving conflict.

Question 9

What is the most important criterion for success for health-care providers collaborate on patient care?

Accepted Answer

In collaboration, problem solving is a joint effort with no superior/subordinate relationships. Mutual respect is required for its success. While the other options identify factors that add to the collaborative process, its foundation is mutual respect.

Question 10

A registered nurse reports to the nurse-manager that the team's nursing assistant regularly fails to complete assigned tasks. The nurse-manager responds that it is the nurse's responsibility to talk with the nursing assistant about this problem. The manager is engaged in what aspect of conflict?

Accepted Answer

Managers should not intervene in every conflict, but should urge subordinates to handle their own problems. This is an example of supporting conflict resolution. The action of the manager is not reflective of any of the other options.

Question 11

Which statement best defines conflict?

Accepted Answer

Conflict is generally defined as the internal or external discord that results from differences in ideas, values, or feelings between two or more people. The remaining options describe only limited aspects of conflict.

Question 12

What is a critical goal in negotiation?

Accepted Answer

A successful negotiation leaves both parties feeling like they have gained something they want and/or value. None of the other options are considered a goal of negotiation.

Question 13

What is "Consensus" in nego tiation referring to?

Accepted Answer

In a consensus, an agreement is found that all parties can support, or at least not oppose. The term is not used to describe any of the other options.

Question 14

The nurse-manager is negotiating for the funds necessary to purchase several new isolettes for the facility's newborn nursery. The Chief Financial Officer (CFO) states, "I've always been curious about that piece of equipment; how does it actually work?" What negotiation action has the CFO engaged in?

Accepted Answer

The CFO was consciously or unconsciously using a diversionary tactic. The action described is not accurately associated with any of the other options.

Question 15

Several RNs on the unit want to address the possibility of initiating flextime on the unit. What is the manager's initial response?

Accepted Answer

This manager should plan to l et employees air their views at the next staff meeting. Nursing managers can no longer afford to respond to conflict traditionally (to avoid or suppress conflict), because this is nonproductive. In an era of shrinking health-care dollars, it has become increasingly important for managers to confront and manage conflict appropriately. The ability to understand and deal with conflict appropriately is a critical leadership skill.

Question 16

The nurse-manager facilitates a conflict that involves the delineation of staff job descriptions. What is this an example of?

Accepted Answer

When a supervisor delineates job duties to persons in conflict, it is called responsibility charting. The other options are not related to job description conflict.

Question 17

What are the least common sources of organizational conflict?

Accepted Answer

Self-scheduling is not generally associated with common causes of organizational conflict. The most common sources of organizational conflict are communication problems, organizational structure, and individual behavior within the organization.

Question 18

What occurs when there is very little conflict in an organization?

Accepted Answer

Too little conflict results in organizational stasis and decreased productivity, whereas too much conflict reduces the organization's effectiveness and eventually immobilizes its employees.

Question 19

What is the name given to the first stage in the conflict process?

Accepted Answer

The first stage in the conflict process is called latent conflict, which implies the existence of antecedent conditions. Latent conflict may proceed to perceived conflict or to felt conflict. Manifest conflict may also ensue. The last stage in the process is conflict aftermath.

Question 20

Considering dispute resolution, which statement is true regarding what occurs during mediation?

Accepted Answer

Mediation uses a neutral third party; is a confidential, legally nonbinding process designed to help bring the parties together to devise a solution to the conflict. None of the other options accurately describes the process of mediation.

Quiz 21: Effective Conflict Resolution and Negotiation