Nur 513 Tomey ch 6 quiz 1

What are the three steps in negotiating?

1 recognize the tactic 2 Raise issue explicitly 3 Question tactics legitimacy and desirability by using principled negotiations.

What are the 12 essential rules of negotiation?

1. Align yourself with people who share your values. 2. Learn all you can about the other party. 3. Convince other party you have an option 4. Set limits before negotiation starts 5. Establish climate of cooperation not conflict 6. Face Intimidation, show no fear 7. Learn to listen 8. Be comfortable 9. Avoid playing split the difference 10. Emphasize your concession; minimize other parties concessions 11. Never push a losing argument to the end 12. Develop relationships, not conquest

Five steps of breakthrough negotiation

1. Do not react. 2.Disarm them. 3. Change the game. 4.Build them a golden bridge. 5. Make it hard to say no.

17. If a person is sexually harassed and the situation seems safe enough, the harassed person might do all of the following except: A. Ridicule the harasser. B. Speak directly to the harasser. C. Discuss the situation with the boss. D. Discuss the harassment with a friend.

A

6. The least effective conflict resolution approach is: A. Avoiding B. Accommodating C. Compromising D. Collaborating

A

7. A lose-lose strategy for conflict resolution is: A. Arbitration B. Consensus C. Problem solving D. Collaborating

A

What is regression?

A reversion to immature patterns of behavior.

What is conflict?

A struggle between opposing forces. Clash, Fight, battle, struggle

What is rationalization?

Acceptable explanations for undesirable believes her behaviors

What is collaborating?

Assertive and cooperative. Win- win. Contributes to photo problem-solving. Integrates insights from different practice and develops location and resolution of hard feelings. Takes why hello most effective.

BOX 6-14 Warning Signs of Violence

Attendance problems Carelessness at work History of physical violence Performance problems Personality changes Poor hygiene Substance abuse Social isolation Sudden change in behavior Clenched jaws or fists Increased movement Increased respirations Pacing Shouting threats Staring or pointing Use of profanity

Approaches to conflict resolution

Avoiding: unassertive and uncooperative Accommodating: cooperative but unassertive Compromising: assertive and cooperative Collaborating: assertive and cooperative Competing: assertive but uncooperative

10. A nurse who is one of several hostages should do all of the following except: A. Be quiet B. Make suggestions C. Hide items that could upset the hostage taker D. Be cautious about trying to escape

B

12. There are more appropriate and less appropriate times to use various conflict management techniques. Which of the following statements is not true? A. Accommodating is useful when the issue is more important to the other party. B. Compromising helps everyone feel like a winner. C. Competing may be used to protect oneself from an aggressor. D. Collaboration contributes to effective problem solving.

B

14. Basic points in principled negotiations include all except which of the following? A. Separate the people from the problem. B. Focus on positions. C. Generate a variety of options before deciding what to do. D. Insist that the result be based on an objective.

B

2. What conflict is present when a nurse is asked to work overtime and she was planning to go to her child's school activity? A. Intrasender conflict B. Interrole conflict C. Intragroup conflict D. Role ambiguity

B

3. Enhancing one's self-esteem by imitating another's behavior is a reaction to conflict known as: A. Sublimation B. Identification C. Rationalization D. Displacement

B

Ways to reduce stress while working conditions

Balance life and work. Support network or friends and coworkers. Relax positive outlook.

BATNA

Best alternative to a negotiated agreement.

15. A nurse should preferably try to disarm an opponent by doing all of the following except: A. Acknowledging points made and feelings B. Saying "yes and" rather than "but" C. Saying "you" instead of "I" D. Imitating the opponent's mannerisms such as speech volume and body positions

C

16. The basic strategy when dealing with allies is to bring them into the organization and treat them as friends. Steps include all the following except: A. Discussing doubts and vulnerabilities with them B. Asking for advice and support C. Acknowledging doubts about their judgment D. Reaffirming the quality of the trusting relationship

C

4. A deescalation-of-conflict tactic is: A. Competition B. Righteousness C. Listening D. Issue expansion

C

8. The safest work setting is: A. A community setting B. A mobile workplace C. A limited access area D. Working alone

C

9. Which of the following would not suggest a potential for violent behavior? A. Attention problems B. Carelessness C. Problem solving D. Personality changes

C

What is competition?

Can escalate conflict. 11 out trash out to the other one and one feels when is right they become righteous and stuff with me.

Prevention of conflict

Careful development of an organization structure, strategic and comprehensive planning, management and organizational development, and careful selection of placement of personnel help prevent organizational conflict. Same strategies can prevent inter-group, group and interpersonal conflict. Conflict can be constructive or destructive.

What is reframing?

Challenging but can be done by asking clarifying questions about the opponents assertions. I.e. you must have good reasons for concluding that. I'd be interested in knowing why you believe that.

What is conflict theory?

Closely related to power and political issues are, can be constructive or destructive, off the level of conflict anxiety is necessary for affective functioning,. It is a warning to management that something is amiss, and they should stimulate a search for new solutions to problem-solving, clarification of a practice, establish with norms, And determination of group boundaries

What is organizational conflict?

Comfort display the collective symptoms of their members. Personnel feel frustrated. Sync skills are not being used, experience loss of self-esteem and one sense of powerlessness. Group members engage in backbiting and blaming others. Sub groups form. Factors that may increase conflict include number of organizational levels, number of specialties, degree of association, and some parties dependency on others. The higher number of levels and specialties the more opportunities for comfort

What is intergroup conflict?

Common and can be dysfunctional. Enter group resistance may result from low trust, poor communications, and false assumptions. Inter-group actions may threaten territorial rights and contribute to role overload and conflict. When group recognizes it needs to solve intragroup conflict, must first decide how to begin.

BOX 6-4 Escalation-of-Conflict Tactics

Competition Righteousness Stop listening Labeling Dealing with personalities Issue expansion Bickering Coalition formation Threats Constricting others Avoidence Intentional hurt

What is negotiation?

Conferring, discussing, or bargaining to reach an agreement

What is intrapersonal conflict?

Conflict occurs within the person and usually involves struggle over values, desires, or incompatible activities. Conflict internalized. Set personal goals and priorities and do problem-solving. Be self-aware.

What is accommodating?

Cooperative unassertive. Self-sacrificing. I got all needs for others.

BOX 6-10 Mediator Actions

Creates positive climate Defines mediator's role Describes mediation process Defines parameters of confidentiality Describes logistics Suggests behavioral guidelines Answers questions Gets joint commitment

1. What conflict is present when two departments want the same limited structural changes? A. Cultural differences B. Different problem definitions C. Too many organizational levels D. Competition for scarce resources

D

11• Defense mechanisms are often used in reaction to conflict. Which of the following is one of the most constructive psychological defense mechanisms? A. Attention getting B. Projection C. Fixation D. Sublimation

D

13. Hard and soft negotiations are similar to distributive and integrative bargaining. "All of the following statements are true except* A. Distributive bargaining is similar to hard bargaining that tries to divide something up and get the biggest piece of the pie. B. Interest-based bargaining or integrative bargaining tries to make more of something and share a larger pie. C. Soft negotiations are cooperative and start by focusing on interests instead of positions. D. Hard negotiations use primarily problem-solving techniques such as brainstorming and consensus decision making.

D

18. Which of the following is not a true statement about the nominal group process? A. Individual listing of ideas allows time for thinking, avoids status and conformity pressures, and helps prevent choosing among ideas prem returele B. The round robin method allows equal participation. C. The written list can be the basis for recorded minutes and can serve as a source of information on which the grove can base the preliminary vote D. Majority voting is more accurate than priority voting.

D

19. Which of the following is not a good practice when one is conducting negotiations? A. Reasons should be presented before conclusions, because then one is more likely to be considered reasonable B. To build on ideas, one should acknowledge the connection and then add value. C. To criticize constructively, one should state merits before concerns. D. To deal with counterproductive tactics, one should pretend not to notice them.

D

20. Role negotiations involve all of the following except: A. Telling someone that one wants the person to do more, less, or the same of something B. As receiver, responding by saying what the person can or cannot do C. Giving reasons why someone can or cannot do something D. Completing the negotiation with a decision chart

D

5. Overt behavior is what stage of conflict? A. Latent B. Perceived C. Felt D. Manifest

D

BOX 6-1 Model for Managing Conflict

Determine the basis of the conflict: Intrapersonal Interpersonal Group Intergroup Organizational Analyze the sources of the conflict: Cultural differences Different facts Separate pieces of information Different perceptions of the event Defining the problem differently Divergent views of power and authority Role conflicts Number of organizational levels Degree of association Parties dependent on others Competition for scarce resources Ambiguous jurisdictions Need for consensus Communication barriers Separation in time and space Accumulation of unresolved conflict Consider alternative approaches to conflict management: Avoiding Accommodating Compromising Competing Choose the last appropriate approach. Implement comfort management strategy. Evaluate the results.

Helpful strategies for mediating interpersonal conflict

Don't blame others. Focus on issues, not personalities. Protect each parties self respect. Facilitate open and complete discussion of the issues. Give equal time to each party. Encourage expression of both positive and negative feelings. Encourage party to listen actively and try to understand other persons point of view. Help develop alternatives. Summarize key points and plans. Follow up on plans and give positive reinforcement as appropriate. Facilitate further problem-solving as needed.

What is workplace violence?

Excessive noise Malicious allegation Offensive gestures General verbal abuse Racial and sexual abuse Drug and alcohol abuse Damage Theft Threats Violence A number of factors may increase a Worker's risk for workplace assault.

What is felt conflict?

Feelings and attitudes are present and affect conflict

What is mediation?

Friendly intervention bi consent and invitation for settling differences between parties. Cruciate in that involves a third-party who is knowledgeable and can help parties to bargaining.

What is nominal group technique?

Group participation method for making decisions

What is negotiation?

Hard or soft negotiation. Hard negotiation wants to win and believes that the side that takes an extreme position and holds out longer benefits more. Hard negotiator often exhaust themselves in their resources and harm relationships. Soft negotiator prevents conflict and makes concessions quickly to reach an agreement. Soft negotiator ultimately feels exploited and bitter. Hardbargain are always wins over soft bargainer. Hard negotiation and soft negotiation are similar to distributor and integrative bargaining.

What is interpersonal conflict?

Inevitable. Manager can lessen its impact by coaching staff associates in assertive communication and fair fighting. Engage in fair fight demands individuals with a complaint first ask her appointment for a meeting. Clear statement of problem.

BOX 6-2 Types of Conflict

Intrasender Intersender Interrole Person-role Interperson Intragroup Intergroup Role ambiguity Role overload

What is attention getting?

Involve seeking highly visible jobs, engaging in the am excessive talking, very brighter sexy clothing and unusual hairstyles over there flashy cars. Displays are distractive only if they divert attention away from problem-solving

BOX 6-7 Deescalation-of-Conflict Tactics

Listening Showing tact and concern for others Appealing to deescalation Goodwill gestures Airing feelings Negative inquiry Metacommunications Responding to all levels of communication Fractionalization Position paper Problem solving Establishing outside criteria

BOX 6-12 Nominal Group Technique

Listing ideas on paper Round-robin session Serial discussion for clarification Preliminary vote Analysis of votes Discussion of preliminary vote Revote

BOX 6-9 Conflict Interventions

MEDIATOR Friendly intervener by consent Housekeeper Ringmaster Educator Communicator Innovator PROBLEM EXPLORER Helps define the problem Identifies problems Prioritizes issues Facilitates bargaining process Helps create win-win situation Makes suggestions ARBITRATOR Renders binding decision

What is fixation?

Maintenance of a certain maladaptive behavior even though it is obvious that it is not effective iMessage ration.

What is sexual harassment?

Making unwanted and offensive sexual advances, remarks, or acts.

What is flight into fantasy?

Mechanism to cope with stress. Allows someone to think about something else i.e. daydreaming. It can be a form of relaxation but excessive fantasy interferes with productivity.

What is compromising?

Moderates both assertiveness and cooperation. Address is a problem more affectively than important but less effective than collaboration. Willing to have less than accommodate us more than competitors they are only partially satisfied. Is Liz atmosphere results

aftermath of conflict

Negotiation, peaceful, and reconciliation may prevent the recurrence of the conflict, or the complex could recur and escalate again

What is avoiding?

Not acknowledging the conflict and consequently not addressing the problem to solve it. Leave well enough alone. Situation is lose-lose. An assertive and uncooperative

What is sublimation?

One of the most constructive psychological mechanisms whereby unacceptable feelings are repressed and channeled into socially acceptable activities. Is it from hostility and anger that would be destructive is diverted to positive results such as exercising.

What is intra-sender conflict?

Originates in the individual, conflicting instructions or expectations, conflicting are mutually exclusive behavioral responses. supervisor may demand higher quality nursing care, refused to allow the head nurse to fire and incompetent staff, what is an effort to cut cost refuse to increase in inadequate staff or grant overtime.

Manifest stage of conflict

Overt behavior results from three earlier stages

What is perceived conflict?

Perceive conflict may or may not be discussed but it indicates a cognitive for awareness to a stressful situation

What is role overload?

Person is unable to accomplish what is expected within the a lot of time frame.

BOX 6-13 Risks for Workplace Assault

Poorly lit parking areas. Contact with the public. Exchange of money Delivery of passengers, goods, or services Having a mobile workplace Working with unstable or volatile persons Working alone or in small numbers Working late at night or during early-morning hours Working in high-crime areas Guarding valuable property or possessions Working in community-based settings Lack of training to deal with assault

What is competing?

Power oriented mode that is assertive but uncooperative. Competition is aggressive and pursue this one's on calls at another. When those situation. Appropriate when a quick or unpopular decision is needed.

What is identification?

Practice of enhancing self-esteem by imitating another's behavior. I if you can't beat them join them.

What is role negotiation?

Process of preventing role conflicts,role ambiguities,, and role overload.

What are inter-departmental differences?

Related to the degree of interdependence among departments. Inter-dependents demands collaboration in the latter provides the occasion for conflict

What is withdrawal or escape?

Remove someone from the area frustration. I.e. staff nurse frustrated by hospital working conditions goes into teaching.

What is person-role conflict?

Result of disparity between internal and external roles. Individual has perceived rules and expectations based on your values my nurse please keep alarm for about last processor patients there a large clinic in a relatively impersonal manner, the nurse my experience personal conflict.

What is a Hostage Situation?

Situation of holding a person or persons in a restricted state against their will

What is arbitration?

Structured method of dispute resolution outside court system usually but not always binding. Arbitrator is impartial third-party that does not usually interact with parties but renders a decision based on the formal presentation of information. Uses law, provisions of contracts, and past practices to examine facts and make decision. Union rights include areas of working conditions, wages, and benefits. Management rights include direction of workforce and methods of operation not covered in agreements. Long-standing practices that have been excepted by both parties are binding as written agreements

BOX 6-3 Reactions to Conflict

Sublimation Vigorous physical exercise Increased efforts Identification Reinterpreting goals Substituting goals Rationalization Attention getting Reaction formation Flight into fantasy Projection Displacement Fixation Withdrawal Repression Regression Conversion

Resolution stage of conflict

Tension is decreased, negotiation is done, and problem-solving it's time to find beneficial and usually agreeable solutions

What is structurally based conflict?

Vertical or horizontal, based on hierarchical model. Differences between managers and staff members i.e. vertical often related to inadequate communication, opposing interest, and lack of share perceptions.

BOX 6-8 Strategies for Conflict Resolution

WIN-LOSE Competing Position power Mental or physical power Failure to respond Majority rule Railroading LOSE-LOSE Compromise Bribes Arbitration General rules WIN-WIN Consensus Problem-solving Collaborating

What is latent conflict

Waiting S phase of anticipation in which antecedent conditions, such as different values and beliefs, compatible balls, will conflicts, structural complex and or scarcity of resources can predict behavior

What is inter-sender conflict?

When an individual receives comforting messages from two or more sources. Here's our managers me information incentive plan to stimulate production yeah peer pressure me discourage break fasting which is doing more than they excepted norm.

What is repression?

defense mechanism that banishes anxiety-arousing thoughts, feelings, and memories from consciousness

Sources of Conflict

incompatible goals, differentiation, interdependence, scarce resources, ambiguous rules, poor communication

What are the stages of conflict?

latent conflict, perceived conflict, felt conflict, manifest conflict, conflict aftermath

What is projection?

projecting your own feelings onto someone else. This is a defense mechanism. Redirects emotions toward other people.

What is somatization?

the expression of psychological stress through physical symptoms

What is role ambiguity?

uncertainty about what is expected when assuming a role

What is interrole conflict?

you have two roles in life (example: working parent)

B0X6-11 Principled negotiation

• Separate the people from the problem. • Focus on interests instead of positions. • Generate a variety of options before deciding what to do. • Insist that the result be based on an objective standard