Question 1

After a physician reprimanded a staff nurse for not reporting the patient's vital signs,the staff nurse began experiencing a severe migraine headache.The staff nurse then asked the nurse manager if he could take a sick day and leave the unit.The staff nurse was coping with the physician's reprimand by:

Accepted Answer

An individual may unconsciously convert an emotional conflict into physical symptoms (somatization),such as the common headache.

Question 2

After working several years in the hospital setting,a master's-prepared nurse was hired at a local university.As a new faculty member,the nurse began to feel overwhelmed with the responsibilities of teaching,professional development,and community service.The nurse was also expected to develop on-line courses using specific software.Which type of conflict did the faculty member experience?

Accepted Answer

If individuals cannot meet the differing expectations held of them,they will experience role overload.

Question 3

A physician reprimanded a staff nurse in front of a patient about missing laboratory work in the chart.The staff nurse excused himself and left the room without answering the physician.The staff nurse managed the conflict by:

Accepted Answer

Avoiding is not acknowledging the conflict and consequently not addressing the problem to solve it.Withdrawing from a conflict does not resolve it,and the individual who retreats may harbor a gnawing anger over a situation that drains energy needed for more constructive purposes.

Question 4

A staff nurse disagreed with the nurse manager's decision not to allow smoking breaks.The staff nurse then began discussing the decision with other members of the staff who smoked.The staff nurse escalated the conflict by:

Accepted Answer

Coalition formation gets other people involved and is a power strategy.

Question 5

The hospital administrator began the bargaining process with the staff nurses by sarcastically saying,"I know that you are intelligent people." The hospital administration was playing what dirty trick?

Accepted Answer

A definitive statement such as "I know you are an intelligent person" limits the freedom of the other person,because it demeans the other party with sarcasm.

Question 6

A rural hospital was switching to computerized charting.Many of the senior nurses were feeling anxious about the changes because of the new technology involved.In what stage of conflict were the senior nurses?

Accepted Answer

Affective states such as stress,tension,anxiety,fear,mistrust,anger,and hostility are present during felt conflict.

Question 7

Two staff nurses were unable to resolve their differences regarding the number of assigned days they had to float to another unit.The two staff nurses agreed to ask the nurse manager to help manage this conflict by:

Accepted Answer

Mediation is a friendly intervention by consent and invitation for settling differences between parties.It is negotiation that involves a third party who is knowledgeable about negotiation procedures and can help the parties do their bargaining.

Question 8

During the breakthrough negotiation between the hospital's unlicensed workers and the nurse manager of a unit,the nurse manager reframed a personal attack by the unlicensed workers by saying:

Accepted Answer

The game is changed by reframing instead of rejecting.The personal attack should be reframed as an attack on the problem.

Question 9

The hospital hired a consultant in the hopes of developing:

Accepted Answer

The basic strategy when dealing with allies is to bring them into the organization and treat them as members.

Question 10

The union representative informed the hospital administrator that the staff members were planning to strike because of failed negotiations regarding an increase in benefits.The union representative is engaged in what type of bargaining?

Accepted Answer

In distributive bargaining,the two sides are bargaining over the distribution of fixed resources.In such bargaining,one party may use dirty tricks,carry out deception,make threats,give ultimatums,and overpower and outsmart the other party.

Question 11

Two staff members were experiencing an interpersonal conflict.They agreed to have the nurse manager present while discussing the problem.The nurse manager's role would be that of:

Accepted Answer

The leader or manager,if present,should act as a mediator and ask the complainant to explain the perceived problem to the opponent.

Question 12

The hospital administrator told the union representative that the hospital would rather close down the unit than give pay raises to the staff.The union representative knew that this was a calculated delay so that the staff nurses would not strike.This is an example of:

Accepted Answer

Positional pressure tactics,such as refusal to negotiate,extreme demands,escalating demands,and calculated delays,are common dirty tricks in labor negotiations.

Question 13

The hospital administrator insinuated that overtime hours would be cut from a certain staff member's work schedule.This staff member had a history of complaining about the hospital's policies.An essential rule that the staff member needs to remember when negotiating is to:

Accepted Answer

One essential rule of negotiation is to show no fear in the face of intimidation.

Question 14

Which of the following is the most effective way to manage conflict?

Accepted Answer

Collaborating is a "win-win" strategy and contributes to effective problem solving because both parties try to find mutually satisfying solutions.Generally,this is a most effective method of conflict resolution.

Question 15

Although the house supervisor demanded a high quality of care,the nurse manager's request for more staffing because of increased patient acuity levels was denied.This action by the house supervisor produced what type of conflict?

Accepted Answer

Intrasender conflict originates in the sender,who gives conflicting instructions or expects conflicting or mutually exclusive behavioral responses.

Question 16

A nurse at a physician-run clinic tried to schedule an operating room for an early morning outpatient surgery.The nurse manager of the operating rooms did not have any available rooms until late afternoon,so the nurse manager refused the request.This resulted in what type of conflict?

Accepted Answer

Line-staff conflict,which is usually horizontal,is commonly a struggle among domains related to activities,expertise,and authority.The need for consensus,requirements of work sequence,and use of shared facilities or services are potential areas of conflict aggravated by differing departmental goals.

Question 17

The licensed personnel were told that they could no longer wear different-colored scrubs as their uniforms.They were told that they had to wear white uniforms.Because the licensed personnel were unionized,they refused to continue working until they could resume wearing different-colored scrubs.The best way for the nurse manager to handle this situation would be to:

Accepted Answer

Differences cannot be resolved without first understanding them,so it is important to explore the opponent's views.

Question 18

The nurse manager of a long-term care facility was mediating an interpersonal conflict between a staff nurse and a nurse's aide who worked together on the night shift.One strategy that the nurse manager used was to:

Accepted Answer

One helpful mediating strategy is to encourage each party to listen actively and try to understand the other person's point of view.

Question 19

The nurse manager overheard a staff nurse say that she was sending out her résumé to other agencies.When the nurse manager tried to verify this information,the staff nurse denied that she was looking for another job.The staff nurse was demonstrating what type of conflict?

Accepted Answer

Trust is a significant factor in the development of a manifest conflict.If the individuals involved possess trusting attitudes,they share information and control and recognize their mutual vulnerability.In the absence of trust,individuals may withhold information so it cannot be used against them or distort communications to their advantage.

Question 20

A staff member came to the in-service session upset because it was her day off.She was wearing tight,revealing clothes.The nurse manager realized that the staff nurse was demonstrating what reaction to the conflict?

Accepted Answer

Attention getting may involve seeking highly visible jobs,engaging in loud or excessive talking,wearing bright or sexy clothing or unusual hair styles,or driving flashy cars.

Quiz 6: Conflict Management and Negotiation