Deck 23: Understanding and Resolving Conflict

Question 1

Jane has transferred from the intensive care unit to the critical care unit.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 ________ conflict.

A) organizational
B) intrapersonal
C) interpersonal
D) disruptive

Answer 1

interpersonal

Question 2

When a nurse decides to walk away from a patient conflict situation and document the situation,the outcome as depicted by Thomas's (1992)conflict stages can be considered to be

A) compromising.
B) confronting.
C) constructive.
D) destructive.

Answer 2

destructive.

Question 3

Mrs.Gordon,aged 68,was hospitalized after a stroke.The speech therapist recommended that oral feeding be stopped because of her dysplasia.During visiting hours,Mr.Gordon fed his wife some noodles.The nurse noticed this and stopped Mr.Gordon from feeding his wife,telling him it was the doctor's decision.An hour later,the nurse returned and found Mr.Gordon feeding his wife again.The nurse tried to stop him again.Mr.Gordon 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.Gordon's chart.According to Thomas's (1992)four stages of conflict,in which stage could the nurse have been more effective?

A) Frustration
B) Conceptualizing
C) Action
D) Outcomes

Answer 3

Action

Question 4

Marcus 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 Marcus prepares a site for a biopsy by using a Betadine solution.The surgeon prefers another solution.He notices what Marcus has done and immediately corrects him by rudely insulting him.Which of the following is the most appropriate approach to conflict resolution in this example?

A) Collaboration
B) Compromising
C) Avoiding
D) Withdraw

Question 5

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

A) Intrapersonal
B) Interpersonal
C) Organizational
D) Professional

Question 6

Successful resolution of conflict yields constructive outcomes and leads to

A) inhibition of movement.
B) improved team functioning.
C) diminished resolutions.
D) lower employee satisfaction levels.

Question 7

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

A) "Conflict can decrease creativity, thus acting as a deterrent for the development of new ideas."
B) "Conflict can arise over the most trivial issues.
C) "A variety of definitions of conflict are known."
D) "All conflicts involve some level of disagreement."

Question 8

The nurse manager decides to use a mediator to help resolve the conflict among staff.Which of the following is a basic strategy for truly addressing this conflict?

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.

Question 9

After a mediator has helped 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.

Question 10

Two staff nurses are arguing about working on holidays.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.

Question 11

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, action, and outcomes.
D) frustration, conceptualization, negotiation, action, and outcomes.

Question 12

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

A) group decision-making options.
B) perceptions of injustice.
C) increases in group cohesiveness.
D) debates, negotiations, and compromises.

Question 13

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

A) the use of avoidance.
B) an enhanced nursing workforce.
C) accepting that some conflict is normal.
D) managing the effects of fatigue and error.

Question 14

Kala,a unit manager,in discussing a role the hospital's chief executive officer 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

Question 15

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

A) Avoiding
B) Competing
C) Compromising
D) Collaborating

Question 16

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 unit.The staff nurse wishes to use the new procedure,which is 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 behaviour is associated with

A) lateral violence.
B) horizontal violence.
C) confrontation.
D) bullying.

Question 17

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 which of the following?

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, growth, and motivation for its workers
D) A bureaucratic atmosphere, a strong team spirit, and motivation for its workers

Question 18

The nurse manager performs his role in a way that he believes empowers his staff; however,the staff feel smothered by his micromanagement approach.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

Question 19

Tina is a nurse manager in a surgical unit.She is concerned about an ongoing conflict between Lucy,a staff nurse,and one of the maintenance personnel.She 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.

Question 20

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's (1992)four stages of conflict?

A) Frustration
B) Conceptualization
C) Action
D) Outcomes

Question 21

Which of the following exemplifies the preferred conflict management style of nurse managers?

A) Elizabeth, the head nurse on neurology, finds that Tom, the RN on duty at night, is irritable in relation to any suggestions or new ideas, and so she comes in to work after Tom leaves the unit.
B) The technology committee has recommended a clinical system for implementation on the nursing unit. Staff members are anxious about the change. Stefano, the head nurse, asks staff for ideas on how to meet the technology goals and to meet staff needs.
C) During management meetings, George, the head nurse on the nephrology unit, dominates meetings and decisions. Lou, the head nurse on the cardiac stepdown unit, begins to miss the management meetings.
D) Ann, RN, asks her head nurse if she can go on the permanent evening shift. The head nurse, Rajib, agrees, as long as Ann agrees to be involved in assisting to mentor evening staff in the use of the new clinical information system.

Question 22

In trying to achieve Magnet™ status for the hospital,the chief nursing officer establishes a shared governance model to help nurses experience job satisfaction.However,some nurses who have enjoyed working with less autonomy resist this change,which thus creates organizational conflict.Organizational conflict arises from which of the following?

A) Flat organizational structure
B) Clarity in role responsibilities
C) Increased autonomy through self-governance
D) Less participation in decision-making

Question 23

Which of the following best exemplifies the accommodation style of conflict management for staff nurses?

A) Leni and Jonas, two RNs, disagree with the best approach to assisting a family that has complex needs. They decide that they will consult with family and together will decide what is best.
B) Jennifer needs to switch a shift to attend a family function. She arranges to trade with Nancy, who wants a day off next to a 3-day break.
C) Alexis asks Melody to stay late for the third day in a row. Melody refuses, stating that she has already helped out for two days by staying late for Alexis.
D) Lara asks Lourdes to switch shifts with her because Lara wants to attend a concert. Lourdes would prefer not to but does to enable Lara, who is new in town, to be with her friends.

Question 24

Nurses entering into the workforce today are faced with which of the following relationships that could create organizational conflict?

A) Nurse-physician relationship
B) Nurse-nurse relationship
C) Nurse-patient relationship
D) Nurse-chief nursing officer relationship
E) Nurse-auxiliary personnel relationships

Question 25

Lee,the head nurse in ER,has attempted to meet Jillian,one of her staff RNs,for several days to discuss concerns about Jillian's relationships with her team members.Lee hopes to offer Jillian coaching so that Jillian's relationships can be more satisfying for Jillian and her team members.Each time Lee and Jillian set a time to meet,Jillian phones in sick.In this situation,Lee and Jillian are demonstrating

A) similar conflict management strategies.
B) escalation of conflict.
C) avoidance and compromise strategies.
D) competing and compromise strategies.