Handling Conflict Among Staff

While meeting in the conference room, Fred stated that Carol "freaked out" when he asked for assistance. What response by Carol would be most appropriate? A. So, are you saying that I verbally attacked you when you asked me for help, Fred? B. Fred, do you think that I intended to come across that way? C. Fred, can you explain what you mean when you say that I "freaked out"? D. How would you feel if someone accused you of "freaking out"?

C. Fred, can you explain what you mean when you say that I "freaked out"?

What action by Roxanne would best address the latent conflict that underlies Carol's and Fred's active conflict? A. Holding an educational workshop that addresses anger management and communication techniques B. Encouraging Carol and Fred to put their thoughts in writing before coming for mediation C. Asking other staff members who witnessed Fred and Carol's conflict to provide input D. Meeting with the unit's nurses to describe current challenges with staffing levels and possible solutions

D. Meeting with the unit's nurses to describe current challenges with staffing levels and possible solutions

After a recent departmental reorganization, the nurse manager observes tension in several interactions among the staff. The manager understands that which of the following common causes for conflict in organizations could be at the root of the tension? (Select all that apply.) A. Unclear expectations B. Diversity C. Clear communication D. Staffing changes E. Individual behavior

A. Unclear expectations D. Staffing changes

Which nurse likely faces the highest risk of being bullied in the workplace? A. A licensed practical nurse who provides care where most other nurses have degrees B. A registered nurse who graduated from a bachelor of science in nursing program three months ago C. A male registered nurse in a high acuity environment where all the other nurses are female D. A 57-year-old nurse who works in environment where most nurses are in their twenties or thirties

B. A registered nurse who graduated from a bachelor of science in nursing program three months ago

When dealing with conflict, what actions are important for the manager to do? (Select all that apply.) A. Avoid getting involved and allow employees to work it out themselves B. Seek a win-win solution C. Suppress the conflict D. Recognize and accepts difference in team members E. Role-model collaborative negotiation

B. Seek a win-win solution D. Recognize and accepts difference in team members E. Role-model collaborative negotiation

A registered nurse (RN) on a busy hospital floor is working alongside an "agency nurse," or supplemental RN (SRN). When working with the SRN, the RN should: A. ensure that lower-acuity patients are assigned to the SRN whenever possible. B. collaborate with the SRN in a similar way as with RNs who work on the unit consistently. C. recognize that the use of SRNs is associated with decreased patient outcomes. D. delegate to the SRN in a similar manner as delegating to a licensed practical/vocational nurse.

B. collaborate with the SRN in a similar way as with RNs who work on the unit consistently.

Carol was visibly angry about the perceived inequity between her work assignment and Fred's work assignment. When managing her own anger, Carol should: A. ask Roxanne for assistance in helping resolve her conflict with Fred. B. try to identify the specific triggers that caused her to become angry with Fred. C. acknowledge the fact that anger is a reasonable response to injustice and inequity. D. ask trusted colleagues whether she was justified in being angry with Fred.

B. try to identify the specific triggers that caused her to become angry with Fred.

Roxanne chooses to seek a consensus when managing the conflict between Fred and Carol. What outcome would most clearly suggest that Fred and Carol have reached a consensus? A. Fred, Carol, and Roxanne work collaboratively on a goal that Roxanne has chosen. B. Fred and Carol are able to work independently on this unit with no further conflict C. Fred and Carol can both support the outcome, even though it is not ideal for either of them D. Fred and Carol are each able to obtain their ideal outcome in the conflict

C. Fred and Carol can both support the outcome, even though it is not ideal for either of them

When dealing with conflict among staff, what is the best approach by the nurse manager? A. Create a positive situation B. Discuss the issue with physicians C. Ignore the situation D. Relay staff responses to her administrator E. Appoint blame

A. Create a positive situation

Roxanne, the unit manager, demonstrated effective management of a workplace conflict. After becoming aware of a conflict, what action should a leader-manager prioritize? A. Gathering as much information about the conflict as possible B. Identifying each party's desired outcomes and bottom line C. Assuring staff members that confidentiality will be maintained D. Initiating negotiations between the individuals who are in conflict

A. Gathering as much information about the conflict as possible