Conflict Quiz 5

binding conflict resolution process ?

arbitration

The focus of negation should be to?

create a win-win situation.

communicating during conflict resolution: Avoid which type of statements?

"You" statements because they can indicate blame

Conflict Resolution: Problem solving

- identify the problem - discuss solutions - brainstorm as a group - analyze the solutions - select a solution - implement the solution - evaluate solutions ability to resolve the original problem

Strategies to manage conflict: Collaborating?

BEST method to resolve conflict to achieve long term benefits ‣ All people set aside their goals to work together to establish a priority common goal ‣ All people accept mutual responsibility reaching the goal

Conflict is created when competition is among professionals, but it can lead to?

growth, innovation and productivity

bullying in the workplace among nurses. Disagreements between nurses and patients, patients and their family member. - which type of conflict?

interpersonal conflict

conflict with yourself - which type of conflict?

intrapersonal conflict

Alternative Dispute Resolution / Conflict resolution: Seeking consensus?

means that the negotiating parties reach an agreement that all parties can support even if it does not represent everyone's first priorities ◦Indicates willingness of all parties to accept the agreed upon conditions ◦Consensual decisions are best used for decisions that relate to a core problem or need a deep level of group support to implement successfully.

Incivility is?

mistreatment or discourtesy to another person - Can be verbal such as sarcasm - Can be nonverbal such as eye rolling ◦Seen as threatening behavior; intimidation ◦Can lead to physical violence

The Conflict Process and The Stages: Stage 2 is called?

perceived conflict

Number 1 cause for conflict is ?

poor communication

Conflict Resolution: evaluating solutions according to ?

predetermined timelines, give adequate time before evaluation

communicating during conflict resolution: Move an escalating conflict to a?

private location or postpone the discussion until a later time

Resolving conflict includes?

problem solving and negotiation

The Conflict Process and The Stages: Stage 4 / Manifest Conflict: what happens ?

this is when those that are involved are aware of the conflict and action is taken. ◦The conflict is open and can observed ◦Actions can be positive or negative during this stage

Intergroup: conflict caused by?

Can be caused by new policies, procedures, changes in leadership or a change in organizational structure

Which strategies to manage conflict: BEST method to resolve conflict

Collaborating

Which strategies to manage conflict: only one person typically wins ?

Competing

The Conflict Process and The Stages: Stage 5 is called?

Conflict Aftermath

What is conflict ?

Conflict is an internal or external discord between two people. It usually results from differences in ideas, values or feelings

Which strategies to manage conflict: The actual problem is not resolved?

Cooperating / Accommodating

The Conflict Process and The Stages: Stage 3 is called?

Felt Conflict

The Conflict Process and The Stages: Stage 1 is called?

Latent Conflict

The Conflict Process and The Stages: Stage 4 is called?

Manifest Conflict

Consensual decisions are best used for decisions that relate to ?

a core problem or need a deep level of group support to implement successfully.

those involved begin to feel an emotional response to the conflict - which conflict stage?

Stage 3 / Felt Conflict

Mobbing/Work place violence/Incivility: Patient care quality will result in ?

a decrease which can lead to: - medical errors - poor patient outcomes

The socioeconomic repercussions of the person being bullied include?

absentee due to calling in

Bullying is seen as?

abusive conduct that is threatening, humilliation or intimating

communicating during conflict resolution: Shared ground rules such as?

being respectful and speaking one at a time

2 types of bullying: horizontal is?

between 2 coworkers. Peer - Peer or Colleague - Colleague

communicating during conflict resolution: Assertive communication - necessary when?

during negationations ◦Allows for expression in a direct / honest and non-threatening way ◦Communication style that acknowledge and deal with conflict, recognizes others as equals and provides direct statement of feelings

The person being bullied will show what symptoms?

emotional and psychological symptoms such as sleep disturbance, sleep, fatigue, anxiety, depression

Mobbing is?

employees gang up on an individual

With negation, each party?

gives up something and the emphasis is on accommodating differences between the parties

ED arguing with radiology department about who should come pick up the patient - Which type of conflict?

intergroup

Things that we see in people being bullied are medical problems such as?

musculoskeletal complaints acute pain cardiovascular systems such as high blood pressure and palpitations

The Conflict Process and The Stages: Stage 1 / Latent Conflict: what happens ?

no conflict has actual developed yet. ◦There are factors present that have a high likelihood for causing conflict. ◦But there is no awareness of a potential conflic

Intergroup: conflict occurs ?

occurs between two or more groups of individuals, departments, or organizations

Interpersonal conflict: occurs?

occurs with two or more people with differing values, goals or belief

Intrapersonal: conflict occurs ?

occurs within the person themselves, usually an internal struggle to clarify contradictory values or wants

Strategies to manage conflict: cooperating / accommodating ?

one person sacrifices their beliefs in order to allow the other person to win ‣ The person accommodating usually expects something from the other person at some time. ‣ The actual problem is not resolved

Promote open communication and de-escalate conflicts: use which type of statements?

one should use "I" statements and focus on the problem rather than personal differences

◦Too much conflict can cause?

reduced organizational effectiveness

2 types of bullying: vertical is?

someone in power above someone else. Manager bullying you.

conflict stage where there is no awareness that a conflict exists ?

stage 1 / latent

◦Too little conflict can cause?

stagnation in an organization

Bullying is when?

there is a repeated health harming treatment of one or more persons by one or more perpetrators

The Conflict Process and The Stages: Stage 2 / Perceived Conflict: what happens ?

there is awareness that a problem is present. ◦ A conflict may or may not exist at this time

Alternative Dispute Resolution / Conflict resolution: ombudspersons?

they investigate grievances of one party against another and insure that the individuals involved understand their rights, as well as the process that should be used to report and resolve the conflict. ◦generally hold an official title as such within an organization

The Conflict Process and The Stages: Stage 3 / Felt Conflict: what happens ?

this is when conflict has emotionalized ◦So those involved begin to feel an emotional response to the conflict. ◦Usually stress and anxiety, feelings of hostility, fear, mistrust and anger.

Number 2 cause for conflict is?

unclear expectations, individual or group conflicts of interest, diversity, gender, culture and age, individual behavior and incompatibilities, operational or staffing changes, inadequately defined organizational structure

Alternative Dispute Resolution / Conflict resolution: Arbitration?

unlike mediation, arbitration is a binding conflict resolution process in which the facts of the case are heard by an individual who makes a final decision for the parties in conflict.

Alternative Dispute Resolution / Conflict resolution: Mediation ?

uses a neutral third party to help bring the parties together to find a solution to the conflict.

manager bullying you is which type of bullying?

vertical

The Conflict Process and The Stages: Stage 5 / Conflict Aftermath: what happens ?

when a resolution or dissolution of the conflict has occurred. ◦Can be positive or negative depending on how it was managed.

Workplace violence is?

when bullying, incivility, and mobbing occur in the workplace. ◦Workplace violence is much higher in nursing than other occupations

Strategies to manage conflict: Compromising?

when each person gives up something they want

Strategies to manage conflict: smoothing ?

when one person attempts to pacify the other person. Focuses on agreements rather than differences ‣ Minimal emotional component

Strategies to manage conflict: competing?

when one person pursues what they want at the expense of the other. ‣ So only person typically wins

Strategies to manage conflict: avoiding?

when people are aware of the conflict but chose to not acknowledge or resolve it. ‣ The conflict remains exaggerated when it emerges later

The leaders role with conflict?

◦Never avoid it or encourage it ◦Create a work environment where conflict can be used to foster growth, innovation and productivity. ◦Have the ability to understand and deal with conflict appropriately which is a critical leadership skill

mediation - mediator does what?

◦The mediator does not take sides ◦The mediator has no vested interest in the outcome ◦The mediator asks questions to clarify issues at hand ◦Listen to both parties and meets with both parties privately as necessary ◦Helps to identify solutions both parties can live with

Strategies to manage the conflict depend on ?

◦the situation ◦the urgency of the decision that needs to be made ◦the power and status of those involved ◦how important the issue is ◦the maturity of the people involved