Question 1

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.

Accepted Answer

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

Question 2

Congruence is described as an alignment of one's real and ideal self,resulting in a greater ability to be authentic and self-actualize/thrive in one's life roles (Rogers,1959).Self-compassion is: (Select all that apply.)
A) A positive view of one's self.
B) Clarifying your own values and beliefs.
C) One's ability to receive and respond constructively to feedback.
D) The ability to get along with others.

Accepted Answer

C

Question 3

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.

Accepted Answer

The head nurse's behavior of making negative comments about the staff nurse to others is an example of bullying, as it undermines the staff nurse's credibility and is a form of intimidation.

Question 4

The way in which nurses respond to conflict has changed very little in the past 20 years.What are the two most often (based on research)ways nurses use when faced with conflict? (Select all that apply.)
A) Collaborating
B) Avoidance
C) Compromising
D) Accommodation

Accepted Answer

Based on research, the two most often used ways nurses respond to conflict are avoidance (B) and accommodation (D). Nurses may avoid conflict to maintain harmony and prevent further tension, or they may accommodate to the other party's needs and preferences to maintain the relationship. Collaborating (A) and Compromising (C) are also common conflict response styles, but they are not the most frequently used by nurses in research studies.

Question 5

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.

Accepted Answer

The answer of Marcus is a circulating nurse in the...

Question 6

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.

Accepted Answer

The nurse manager's intention to empower staff is incompatible with the staff's perception of being micromanaged, leading to conflict due to differing goals.

Question 7

There are time when avoiding conflict can be effective.Which of the following are appropriate for avoiding conflict? (Select all that apply.)
A) Facing trivial and/or temporary issues.
B) There is no chance to obtain what one wants or needs.
C) Give time for people to "cool down."
D) To give up forever.

Accepted Answer

Avoiding conflict can sometimes be effective in certain situations such as facing trivial and/or temporary issues, or when there is no chance to obtain what one wants or needs. Giving time for people to "cool down" can also help to prevent conflict escalation. However, giving up forever (option D) is not a recommended approach as it can cause resentment and unresolved issues in the long term.

Question 8

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.

Accepted Answer

The conflict in this scenario arises from perceptions of injustice, as the staff nurses feel that their old procedures are being disregarded by the new nurse manager's ideas. This creates tension and resistance to change. The other options (A, C, and D) may be factors in conflict, but they are not the primary cause in this particular scenario.

Question 9

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.

Accepted Answer

This scenario highlights interpersonal conflict, which arises when there is a disagreement between individuals due to personal differences, values or beliefs. In this case, Jane is being resistant to change and isn't effectively communicating the reason behind her assignment method, which can cause tension among her new peers.

Question 10

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 with 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.

Accepted Answer

Lee is attempting to address a conflict or issue with Jillian's behavior, but Jillian is avoiding the conversation by repeatedly calling in sick. This is an example of avoidance as a conflict management strategy. Lee may also need to compromise, such as scheduling a meeting at a time that works better for Jillian or finding a different approach to the coaching conversation.

Question 11

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.

Accepted Answer

Kala is using the negotiating conflict management style by proposing a condition (attending leadership training classes) in exchange for her participation in the task force, indicating a give-and-take approach.

Question 12

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.

Accepted Answer

Optimal level of conflict generates creativity, problem-solving atmosphere, growth, and motivation for its workers. Option A and B have contradicting elements such as weak team spirit and a staid atmosphere that are not conducive to generating optimal levels of conflict. Option D only mentions a bureaucratic atmosphere and strong team spirit, which may not necessarily lead to conflict resolution or optimal levels of conflict.

Question 13

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.

Accepted Answer

The answer of Which of the following exemplifies the preferred...

Question 14

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.

Accepted Answer

Successful resolution of conflict leads to improved team functioning, as it allows team members to openly communicate, understand each other's perspectives, and find a mutually agreeable solution. It does not lead to inhibition of movement, diminished resolutions, or lower employee satisfaction levels.

Question 15

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.

Accepted Answer

Organizational conflict arises from less participation in decision-making, which is evident from the resistance of some nurses who have enjoyed working with less autonomy. The establishment of a shared governance model, while increasing autonomy through self-governance, may lead to a clash of expectations and a reluctance to participate in decision-making, ultimately leading to conflict. A flat organizational structure refers to a horizontal arrangement of positions where there are fewer levels of management, which may or may not be a contributing factor to conflict. Clarity in role responsibilities is essential to promote a sense of order and discipline in the organizational structure but may not cause organizational conflict. Hence, the best choice is D.

Question 16

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.

Accepted Answer

This step in the process is conceptualization, as Nurse A and Nurse B are assessing and interpreting the new orders in different ways.

Question 17

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.

Accepted Answer

Collaborating is the most desirable conflict resolution in this situation because it involves working together to find a mutually acceptable solution to the problem. This approach can help the two nurses communicate better, understand each other's perspectives, and find a resolution that satisfies both parties. Avoiding the conflict may allow it to continue and compromise may not fully resolve the issue. Competing may escalate the conflict and create further division between the two nurses.

Question 18

Mrs.Gordon,aged 68,was hospitalized after a stroke.The speech therapist recommended that oral feeding be stopped because of her dysphagia.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.

Accepted Answer

The nurse could have been more effective in the action stage. This is the stage where the nurse needs to take action to resolve the conflict. In this case, the nurse could have informed the doctor of Mr.Gordon's behavior and asked for their intervention in explaining the rationale behind the recommendation to stop oral feeding. Instead of walking away, the nurse could have tried to de-escalate the situation and find a solution that prioritizes the patient's safety and well-being.

Question 19

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."

Accepted Answer

The statement "Conflict can decrease creativity,thus acting as a deterrent for the development of new ideas" is false. Research has shown that conflict, when managed properly, can actually stimulate creativity and lead to the development of new ideas.

Question 20

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.

Accepted Answer

The accommodation style of conflict management involves one party giving in to the wishes or demands of another to maintain harmony and avoid conflict. In choice D, Lourdes accommodates Lara's request to switch shifts, even though she would prefer not to, exemplifying this style by prioritizing Lara's needs over her own preferences.

Quiz 24: Understanding and Resolving Conflict

Two staff nurses are arguing about working on holidays.In trying to resolve this conflict,the nurse manager understands that interpersonal conflict arises when:

Congruence is described as an alignment of one's real and ideal self,resulting in a greater ability to be authentic and self-actualize/thrive in one's life roles (Rogers,1959) .Self-compassion is: (Select all that apply.)

The way in which nurses respond to conflict has changed very little in the past 20 years.What are the two most often (based on research) ways nurses use when faced with conflict? (Select all that apply.)

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?

There are time when avoiding conflict can be effective.Which of the following are appropriate for avoiding conflict? (Select all that apply.)

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 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?

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

Successful resolution of conflict yields constructive outcomes and leads to:

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 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:

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