208 Final- Chapter 21: Conflict, Workplace Violence && Negotiation

A negotiating session has just concluded with a compromise agreement. What is the manager's best action? a. Clearly restate the terms of the compromise to all involved before dispersing. b. Give feedback to the members of the other negotiating team on their behavior and performance. c. Evaluate the fairness of the compromise to all involve parties d. Restate each party's original bottom line.

a. Clearly restate the terms of the compromise to all involved before dispersing.

An employee has come to the manager with a long list of complaints about a coworker, all of which are attributable to personality factors rather than unsafe practice. What is the manager's best initial action? a. Encourage the employee to speak directly with the coworker. b. Ask the employee to e-mail or text message the complaints to the coworker. c. Arrange for third-party mediation. d. Acknowledge and document the employee's complaints.

a. Encourage the employee to speak directly with the coworker.

The nurse-manager has learned that two employees are in conflict. The manager's fact gathering reveals that the conflict exists because each employee misunderstands the job description and role of the other employee. What conflict management strategy should the manager implement first? a. Responsibility charting b. Confrontation c. Behavior change d. Third party consultation

a. Responsibility charting

What statement about conflict most closely reflects the interactionist theories of organizational conflict? a. "The most important response to conflict is to deal with it immediately." b. "Conflict can actually be a good thing and can help us grow." c. "The presence of conflict in our workplace shows that there is bad management." d. "The best organizations are places where there is no conflict."

b. "Conflict can actually be a good thing and can help us grow."

Two groups in the health-care organization have been unable to reach an agreement after prolonged negotiation. The groups have agreed to arbitration. What will happen during this process? a. A neutral party will facilitate new negotiations, starting from the beginning. b. A neutral party will listen to both groups and then present a binding recommendation. c. A neutral third party will act as a "go between" in the negotiations. d. Negotiations will continue in a court setting, and a lawyer will mediate between the groups.

b. A neutral party will listen to both groups and then present a binding recommendation.

A nurse-manager is attempting to help a group of staff members reach a consensus on a sensitive issue. What is a consequence of using a consensus-based approach? a. One group will be perceived as the "winner" and one group as the "loser." b. It is likely that neither group will achieve their desired "ideal" outcome. c. A solution that is ideal to both groups will be selected. d. There is an increased risk of similar conflict in the future.

b. It is likely that neither group will achieve their desired "ideal" outcome.

The nurse-manager is negotiating for the funds necessary purchase several new isolates for the facility's newborn nursery. The chief financial officer (CFO) states, "I've always been curious about that piece of equipment; how does it actually work?" What negotiation action has the CFO engaged in? a. Collaborating b. Smoothing c. A diversionary tactic d. Appropriate fact finding

c. A diversionary tactic

Several RNs on the unit want to address the possibility of initiating flextime on the unit because they state that the current scheduling system is unfair .What is the manager's best initial response? a. Assuring the RNs that every effort is being made to streamline the current scheduling system b. Asking the RNs to circulate a partition to be signed by employees who support the change c. Arranging for the RNs to air their views at the next staff meeting d. Sharing with the RNs that they need to address the issue with upper management

c. Arranging for the RNs to air their views at the next staff meeting

An employee who is involved in a dispute has sought the assistance of the organization's ombudsperson. What role will the ombudsperson play in resolving the employee's conflict? a. Providing expert testimony in conflict cases b. Providing psychosocial support to employees in distress c. Investigating the employee's grievance against the other party d. Monitoring the implementation of the terms of a conflict's compromise

c. Investigating the employee's grievance against the other party

A hospital unit is in a major transition from a nursing model that was exclusively RNs to one that involves a mix of RNs, LPNs, and NAPs. The transition has resulted in several conflicts between staff. What conflict resolution strategy will the manager most likely need to use? a. Third-party consultation b. Behavior change c. Responsibility charting d. Structure change

c. Responsibility charting

Which nurse is experiencing intrapersonal conflict? a. A manager who has received a negative performance appraisal and who wishes to dispute the findings b. A manager who has to confront a nurse who made a medication error but did not follow up with documentation c. A manager who is in conflict with a long-standing employee who often ignores the manager's directives d. A manager who perceives a dilemma between loyalty to staff and loyalty to the organization in a particular situation

d. A manager who perceives a dilemma between loyalty to staff and loyalty to the organization in a particular situation

A registered nurse reports to the nurse-manager that the team's nursing assistant regularly fails to complete assigned tasks. The nurse-manager responds that it is the nurse's initial responsibility to talk with the nursing assistant about this problem. The manager is engaged in what aspect of conflict? a. Conflict avoidance b. Conflict smoothing c. Encouraging competitive conflict resolution d. Facilitating conflict resolution

d. Facilitating conflict resolution

A nurse-manager will be participating in negotiations around the skills mix in the organization. Before these negotiations begin, the manager should perform what action first? a. Identify the ideal skills mix for the organization. b. Choose an appropriate negotiation strategy. c. Interact with the other party to identify any hidden agendas. d. Learn as much as possible about the issue.

d. Learn as much as possible about the issue.

Two nurses in a small community are in conflict because the first nurse's son committed a violent assault on the second nurse's son. In recent weeks, workplace interactions between the two have become increasingly tense. What is the nurse manager's best strategy for resolving this conflict? a. Confrontation b. Soothing c. Responsibility charting d. Structure change

d. Structure change

The nurse-manager is participating in negotiations that have become confrontational and unproductive. As a result, both parties have agreed to mediation. This mechanism for dispute resolution will have what characteristics? (((Select all that apply))) a. The mediator will be a respected person from within the organization. b. Both parties are required to accept the mediator's decision. c. The mediator addresses the process but not the issues. d. The mediator meets with each group separately as well meeting with them together. e. The mediator is an individual who has no vested interest in the outcome.

d. The mediator meets with each group separately as well meeting with them together. e. The mediator is an individual who has no vested interest in the outcome.