Question 1

Mrs.Hill, aged 68, was hospitalized after a stroke.The speech therapist recommended that oral feeding be stopped because of her dysplasia.During visiting hours, Mr.Hill fed his wife some noodles.The nurse noticed this and stopped Mr.Hill from feeding his wife, telling him it was the doctor's decision.An hour later, the nurse returned and found Mr.Hill feeding his wife again.The nurse tried to stop him again.Mr.Hill refused and claimed that the clinical staff was trying to starve his wife; he also threatened to get violent with the nurse.The nurse decided to walk away and documented the event in Mrs.Hill's chart.According to Thomas' four stages of conflict, in which stage could the nurse have been more effective?
A)Frustration
B)Conceptualizing
C)Action
D)Outcomes

Accepted Answer

By walking away, the nurse is engaged in an action or a behavioral response, which is the action stage of conflict that is outlined in the four stages of conflict (Thomas, 1992).In this stage, the nurse might have used more effective strategies, such as clarifying Mr.Hill's views on feeding his wife and engaging in dialogue with Mr.Hill to clarify his concerns and attempt to reach a common goal.

Question 2

A nurse educator is giving a workshop on conflict.During the sessions, he makes various statements regarding conflict.All of the statements are true except:
A)conflict can decrease creativity, thus acting as a deterrent for the development of new ideas.
B)horizontal violence involves those with similar status but little power in the larger context.
C)interprofessional collaboration reduces unresolved conflicts.
D)all conflicts involve some level of disagreement.

Accepted Answer

The opposite is true because research has shown that conflict, like change, increases creativity and allows for the development of new ideas.

Question 3

Sarah, a staff nurse on your unit, witnesses another nurse striking a patient.Sarah wants to remain friends with her colleague and worries that confrontation with her colleague or reporting her colleague will destroy their relationship.Sarah is experiencing which type of conflict?
A)Intrapersonal
B)Interpersonal
C)Organizational
D)Professional

Accepted Answer

Intrapersonal conflict occurs within a person when confronted with the need to think or act in a way that seems at odds with that person's sense of self.Questions often arise that create a conflict over priorities, ethical standards, and values.Some issues present a conflict over comfortably maintaining the status quo and taking risks to confront people when needed, which can lead to interpersonal conflict.

Question 4

Jill is the head nurse on a unit in a large hospital.Two of the staff nurses are constantly arguing and blaming each other, and a resolution has not occurred in months.To solve the existing conflict, which is the most creative conflict resolution?
A)Avoiding
B)Competing
C)Compromising
D)Collaborating

Accepted Answer

Collaboration, although time consuming, is the most creative stance.The collaboration technique involves both sides in the conflict working together to develop an optimal outcome.This results in a win-win solution.

Question 5

A group of staff nurses is dissatisfied with the new ideas presented by the newly hired nurse manager.The staff wants to keep their old procedures, and they resist the changes.Conflict arises from:
A)group decision-making options.
B)perceptions of incompatibility.
C)increases in group cohesiveness.
D)debates, negotiations, and compromises.

Accepted Answer

Conflict involves disagreement in values or beliefs within oneself or between people that causes harm or has the potential to cause harm.Conflict may result from the interaction of interdependent people who perceive incompatibility and the potential for interference.

Question 6

Sarah is a nurse manager in a surgical unit.She is concerned about a conflict between Lucy (a staff nurse) and one of the maintenance personnel.Sarah explains to Lucy that unsatisfactory resolution of the conflict is typically destructive and will result in:
A)decreased frustration between the maintenance worker and her.
B)a good relationship with the maintenance department.
C)eventual resolution of the problem without further intervention.
D)decreased productivity on her part.

Accepted Answer

Productivity decreases with destructive conflict, whereas constructive conflict strengthens relationships.

Question 7

Mrs.Hill, aged 68, was hospitalized after a stroke.The speech therapist recommended that oral feeding be stopped because of her dysplasia.During visiting hours, Mr.Hill fed his wife some noodles.The nurse noticed this and stopped Mr.Hill from feeding his wife, telling him it was the doctor's decision.An hour later, the nurse returned and found Mr.Hill feeding his wife again.The nurse tried to stop him again.Mr.Hill refused and claimed that the clinical staff was trying to starve his wife; he also threatened to get violent with the nurse.The nurse decided to walk away and documented the event in Mrs.Hill's chart.The outcome as depicted by Thomas' conflict stages can be considered to be:
A)compromising.
B)confronting.
C)constructive.
D)destructive.

Accepted Answer

Resolution was absent because the nurse did not have time to effectively deal with the issues in the conflict.This can lead to negativity, increased frustration, and further distancing between individuals or groups, including between patients and nurses.

Question 8

John is a circulating nurse in the operating room.He is usually assigned to general surgery, but on this day he is assigned to the orthopedic room.He is unfamiliar with the routines and studies the doctor's preference cards before each patient.The fourth patient comes into the room and John prepares a site for a biopsy using a Betadine solution.The surgeon prefers another solution.He notices what John has done and immediately corrects him by rudely insulting John.What is the appropriate approach to conflict resolution in this example?
A)Collaboration
B)Compromising
C)Avoiding
D)Withdraw

Accepted Answer

Compromise involves negotiation or an exchange of concessions and supports a balance of power.

Question 9

Factors that influence the ease with which conflict is resolved include all except which of the following?
A)Level of interdependence of the parties
B)Interprofessional collaboration
C)Expression of one's own needs and ideas
D)Avoidance of the issue or concern

Accepted Answer

Conflict involves a level of interdependence and is a condition for conflict but not necessarily for continuance of the conflict.Expression of one's ideas and concerns is considered assertive and effective in resolving conflict if the concerns and needs of the other are also considered.Interprofessional collaboration has been shown to be effective in resolving conflict.Avoidance tends to prolong and sometimes escalate conflict.

Question 10

Two staff nurses are arguing about whose turn it is to work on the upcoming holiday.In trying to resolve this conflict, the nurse manager understands that interpersonal conflict arises when:
A)risk taking seems to be unavoidable.
B)people see events differently.
C)personal and professional priorities do not match.
D)the ways in which people should act do not match the ways in which they do act.

Accepted Answer

By definition, conflict involves a difference in perception between two or more individuals.

Question 11

Two nurses on a psychiatric unit come from different backgrounds and have graduated from different universities.They are given a set of new orders from the unit manager.Each nurse displays different emotions in response to the orders.Nurse A indicates that the new orders include too many changes; Nurse B disagrees and verbally indicates why.This step in the process is which of the following in Thomas' stages of conflict?
A)Frustration
B)Conceptualization
C)Action
D)Outcomes

Accepted Answer

Thomas' Stages of Conflict include conceptualization, which involves different ideas and emphasis on what is important or not or about what should occur.

Question 12

The head nurse and a staff nurse are having a conflict over how to use and apply a new procedure for dressings in the medical/surgical area.The staff nurse wishes to use the new procedure based on newly released nursing research.The head nurse wishes to use a protocol that has been used in the department for a number of years.The head nurse later makes comments to other staff on her unit about the credibility of the staff nurse.This behavior is associated with:
A)lateral violence.
B)horizontal violence.
C)confrontation.
D)bullying.

Accepted Answer

Bullying involves aggressive or destructive behavior or psychological harassment of a recipient who is in a position of power differential with the perpetrator (the head nurse).Bullying is closely related to lateral or horizontal violence and involves such behaviors as incivility or intimidation.

Question 13

The nurse manager is aware that conflict is occurring on her unit; however, she is focused on preparing for a state health department visit, so she ignores the problem.What factor can increase stress and escalate conflict?
A)The use of avoidance
B)An enhanced nursing work force
C)Accepting that some conflict is normal
D)Managing the effects of fatigue and error

Accepted Answer

Avoidance as a conflict-management style prolongs conflict and tends to escalate conflict.

Question 14

A nursing instructor is teaching a class on conflict and conflict resolution.She relates to the class that conflict in an organization is important, and that an optimal level of conflict will generate:
A)creativity, a problem-solving atmosphere, a weak team spirit, and motivation of its workers.
B)creativity, a staid atmosphere, a weak team spirit, and motivation of its workers.
C)creativity, a problem-solving atmosphere, a strong team spirit, and motivation for its workers.
D)a bureaucratic atmosphere, a strong team spirit, and motivation for its workers.

Accepted Answer

Differences in ideas, perceptions, and approaches, when managed well, can lead to creative solutions and deepened human relationships.Work on conflict suggests that complete resolution of conflict is counterproductive to the achievement of organizational goals, organizational change, and cohesiveness of employees.

Question 15

The chief nursing officer plans a series of staff development workshops for the nurse managers to help them deal with conflicts.The first workshop introduces the four stages of conflict, which are:
A)frustration, competition, negotiation, and action.
B)frustration, conceptualization, action, and outcomes.
C)frustration, cooperation, collaboration, and action outcomes.
D)frustration, conceptualization, negotiation, and action outcomes.

Accepted Answer

Thomas (1992) determined that conflict proceeds through these four stages in this particular order.

Question 16

The nurse manager decides to use a mediator to help resolve the staff's conflict.A basic strategy for truly addressing this conflict is to:
A)identify the conflicting facts.
B)be determined to resolve the conflict.
C)schedule a meeting time for resolution.
D)have a clear understanding of the differences between the parties in conflict.

Accepted Answer

It is important for each person in the conflict to clarify the conflict as "I see it" and how "it makes me respond" before all the persons involved in the conflict can define the conflict, develop a shared conceptualization, and resolve their differences.

Question 17

Staff at Valley Hospital are concerned that recent staffing cuts will affect their ability to provide quality patient care, and they express their concerns to senior management.The CEO of Valley Hospital makes the following statement: "We need to contain costs because our funding has been decreased." This is a good example of which of the following conditions that propel a situation toward conflict?
A)Incompatible goals
B)Role conflicts
C)Structural conflict
D)Competition for resources

Accepted Answer

Conflicts arise in four areas: goals, facts, approaches, and values.Conflicts among goals arise from competing priorities such as the provision of quality patient care and containment of costs.

Question 18

After using a mediator to resolve a conflict between the nurse manager and two staff nurses, the chief nursing officer decides to:
A)observe to make sure the conflict has been resolved.
B)fire both staff nurses.
C)reassign both staff nurses.
D)reassign the nurse manager.

Accepted Answer

The nurse leader should follow up to determine if the conflict has been resolved because, in professional practice environments, unresolved conflict among nurses is a significant issue that results in job dissatisfaction, absenteeism, and turnover, as well as in decreased patient satisfaction and poorer quality in patient care.

Question 19

Kala, a unit manager, in discussing a role the CEO would like her to perform, makes the following statement, "I will sit on the hospital task force on improving morale if you send me to the hospital's leadership training classes next week, so I can further develop my skills and thus be more effective." Which of the following conflict management styles is Kala using?
A)Collaborating
B)Avoiding
C)Negotiating
D)Accommodating

Accepted Answer

Negotiation involves an exchange of concessions (membership on a committee in return for attendance at a workshop) or trading.This strategy supports a balance of power.

Question 20

Jane has transferred from the ICU to the CCU.She is very set in the way she makes assignments and encourages her new peers to adopt this method without sharing the rationale for why it is better.This is a good example of a process and procedure that creates which type of conflict?
A)Organizational
B)Intrapersonal
C)Interpersonal
D)Disruptive

Accepted Answer

Interpersonal conflict transpires between and among nurses, physicians, members of other departments, and patients.

Quiz 8: Communication and Conflict

A nurse educator is giving a workshop on conflict.During the sessions, he makes various statements regarding conflict.All of the statements are true except:

Sarah, a staff nurse on your unit, witnesses another nurse striking a patient.Sarah wants to remain friends with her colleague and worries that confrontation with her colleague or reporting her colleague will destroy their relationship.Sarah is experiencing which type of conflict?

Jill is the head nurse on a unit in a large hospital.Two of the staff nurses are constantly arguing and blaming each other, and a resolution has not occurred in months.To solve the existing conflict, which is the most creative conflict resolution?

A group of staff nurses is dissatisfied with the new ideas presented by the newly hired nurse manager.The staff wants to keep their old procedures, and they resist the changes.Conflict arises from:

Sarah is a nurse manager in a surgical unit.She is concerned about a conflict between Lucy (a staff nurse) and one of the maintenance personnel.Sarah explains to Lucy that unsatisfactory resolution of the conflict is typically destructive and will result in:

Factors that influence the ease with which conflict is resolved include all except which of the following?

Two staff nurses are arguing about whose turn it is to work on the upcoming holiday.In trying to resolve this conflict, the nurse manager understands that interpersonal conflict arises when:

The nurse manager is aware that conflict is occurring on her unit; however, she is focused on preparing for a state health department visit, so she ignores the problem.What factor can increase stress and escalate conflict?

A nursing instructor is teaching a class on conflict and conflict resolution.She relates to the class that conflict in an organization is important, and that an optimal level of conflict will generate:

The chief nursing officer plans a series of staff development workshops for the nurse managers to help them deal with conflicts.The first workshop introduces the four stages of conflict, which are:

The nurse manager decides to use a mediator to help resolve the staff's conflict.A basic strategy for truly addressing this conflict is to:

After using a mediator to resolve a conflict between the nurse manager and two staff nurses, the chief nursing officer decides to:

Jane has transferred from the ICU to the CCU.She is very set in the way she makes assignments and encourages her new peers to adopt this method without sharing the rationale for why it is better.This is a good example of a process and procedure that creates which type of conflict?