Question 1

A nurse manager and a staff nurse are in conflict. The nursing supervisor has decided to use mediation to arrive at a solution. The supervisor should be most concerned about which person's level of comfort when choosing a place for the mediation meeting?
A) The manager
B) The staff nurse
C) The supervisor
D) There should be equal concern for all participants.

Accepted Answer

The supervisor should be most concerned about the level of comfort of the staff nurse when choosing a place for the mediation meeting. This is because the staff nurse may feel intimidated or uncomfortable with the nurse manager due to the conflict, and may not be as willing to participate in the mediation process if they feel uncomfortable in the chosen location. The supervisor should aim to create a neutral and comfortable environment for both parties, but the staff nurse's level of comfort should be the top priority.

Question 2

A serious conflict between a nurse and a nursing assistant erupted into a shouting match in the hallway. The nurse attempted to slap the nursing assistant. What conflict responses are appropriate for the assistant?
A) Accommodating
B) Withdrawal
C) Avoiding
D) Smoothing
E) Negotiation

Accepted Answer

The answer of A serious conflict between a nurse and...

Question 3

Which statements would alert a nurse manager that a unit conflict has become disruptive?
A) "I won't stop until I have gotten her fired."
B) "He doesn't fight fairly."
C) "I've almost forgotten what started this, I just focused on beating her."
D) "I am going to win this argument."
E) "He is so wrong, he just has to go."

Accepted Answer

The answer of Which statements would alert a nurse manager...

Question 4

A nurse and a physician are in conflict over the treatment of a client. Which statements by the nurse reflect the best way to handle interprofessional conflict?
A) "I think it would be better for the client to stay another day."
B) "This client needs an additional day to learn how to care for a complex wound."
C) "It will help this client manage her diabetes more effectively if she is assigned a diabetic educator."
D) "Research has shown that early ambulation helps to reduce the likelihood of pulmonary embolism."
E) "Do you not remember what happened when you sent that other client home too early?"

Accepted Answer

The answer of A nurse and a physician are in...

Question 5

A nurse manager is trying to manage a conflict between a staff nurse and a medical student. Which statement by the manager would the nursing supervisor interpret as following the rules of basic mediation?
A) "Both parties need to grow up. They are so immature."
B) "The problem is partially the fault of both parties."
C) "I stopped the conversation frequently to have the parties summarize what was being said."
D) "They just went on and on. I had to stop the discussion because I was out of time."

Accepted Answer

The statement "I stopped the conversation frequently to have the parties summarize what was being said" shows that the nurse manager is utilizing active listening and reflecting back what has been said to ensure understanding and clarity. This is a key component of basic mediation. Option A is not following basic mediation rules and instead is criticizing the parties involved, which is not helpful in resolving the conflict. Option B is a partial attempt at mediation but lacks the active listening and reflecting back that option C includes. Option D does not address the conflict at all and instead focuses on the time constraint.

Question 6

In order to come to a solution for an ongoing conflict among several nursing units, the nursing supervisor says, "Your managers will meet to create a voting form representing both sides of this issue. Each of you will vote and the majority will rule." What kind of a solution is the supervisor seeking?
A) Consensus
B) Win-win
C) Forcing
D) Win-lose

Accepted Answer

The supervisor is seeking a win-lose solution where the majority will rule. This means that one side will win and the other side will lose. This solution does not take into account the concerns or opinions of all parties involved and may create further conflict.

Question 7

Which statement by the nurse managing a unit conflict indicates that the integrative decision-making strategy is being used?
A) "I've heard all I need to hear. I'll have a decision tomorrow."
B) "Once you have signed this informed consent, the issue will go to mediation."
C) "This will all blow over if everyone just tries to get along better."
D) "Both parties should come up with as many alternative solutions as possible before our next meeting."

Accepted Answer

The integrative decision-making strategy involves both parties working together to come up with alternative solutions before making a decision. Option D is the only statement that indicates this approach being used. Option A indicates an authoritative approach, option B indicates a confrontational approach, and option C suggests avoidance.

Question 8

Conflict has arisen within the hospital regarding who will staff a proposed high-acuity unit. The nurse executive and other administrators have purposefully not intervened in this conflict. Why is that strategy appropriate?
A) Conflict draws attention to an issue.
B) The administrators do not like conflict management.
C) Conflict can stimulate new ideas about how to manage the high-acuity unit.
D) Conflict about the unit will help to identify the compromises necessary to make it a viable part of the hospital system.
E) Conflicts about staffing may make current staff members reexamine their own performance.

Accepted Answer

Conflict can highlight important issues (A), stimulate innovative solutions (C), identify necessary compromises (D), and encourage staff to reflect on their performance (E).

Question 9

Two staff nurses are in conflict about the summer vacation schedule. The nurse manager is contemplating assigning both nurses to a task that will require frequent contact with each other, hoping that they will resolve the issue themselves. What should the manager consider before making this assignment?
A) What is the anxiety level of the nurses in regard to the vacation schedule?
B) Have the nurses ever worked together before on a project?
C) Will the conflict decrease the efficiency of the unit while the nurses are self-solving the issue?
D) How intense is the conflict about vacation scheduling?
E) Are the nurses talking to the rest of the staff about the conflict?

Accepted Answer

The answer of Two staff nurses are in conflict about...

Question 10

A physician criticizes the care provided by a nurse in an area where others are present. Which actions by the nurse would the manager interpret as a covert conflict behavior resulting from this situation?
A) The nurse says, "You can't talk to me like that."
B) The nurse avoids the physician in the hallway.
C) The nurse refuses to care for the physician's clients.
D) The nurse is no longer as careful in caring for this physician's clients.
E) The nurse is apathetic about the care of clients.

Accepted Answer

Covert conflict behaviors are indirect and not openly acknowledged. Avoiding the physician, being less careful, and showing apathy are indirect ways of expressing conflict.

Quiz 12: Handling Conflict

A nurse manager and a staff nurse are in conflict. The nursing supervisor has decided to use mediation to arrive at a solution. The supervisor should be most concerned about which person's level of comfort when choosing a place for the mediation meeting?

A serious conflict between a nurse and a nursing assistant erupted into a shouting match in the hallway. The nurse attempted to slap the nursing assistant. What conflict responses are appropriate for the assistant?

Which statements would alert a nurse manager that a unit conflict has become disruptive?

A nurse and a physician are in conflict over the treatment of a client. Which statements by the nurse reflect the best way to handle interprofessional conflict?

A nurse manager is trying to manage a conflict between a staff nurse and a medical student. Which statement by the manager would the nursing supervisor interpret as following the rules of basic mediation?

Which statement by the nurse managing a unit conflict indicates that the integrative decision-making strategy is being used?

Conflict has arisen within the hospital regarding who will staff a proposed high-acuity unit. The nurse executive and other administrators have purposefully not intervened in this conflict. Why is that strategy appropriate?

A physician criticizes the care provided by a nurse in an area where others are present. Which actions by the nurse would the manager interpret as a covert conflict behavior resulting from this situation?