A) Issues are emotionally charged.
B) Listening carefully will make what other people are saying clear.
C) Sometimes the parties involved are uncertain about what the problem really is.
D) A clearly defined scope of practice may be missing.
F) B) and C)
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A) The purpose of conflict resolution is to improve team efficiency.
B) Compromise is the intent of conflict resolution.
C) If one side wins, the other side loses.
D) When a full-blown conflict occurs, problem-solving is necessary.
F) A) and D)
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A) Manage the emotions.
B) Set ground rules.
C) Clarify the problem.
D) Perform an opening move.
F) B) and C)
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A) Bullying involves an individual becoming overly demanding over another.
B) Bullying involves an individual trying to exert power over another.
C) Bullying only occurs laterally.
D) Bullies often have multiple targets.
F) C) and D)
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B
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A) Assessment requires patience to determine if a solution may be workable.
B) Evaluation requires reviewing the issue after implementation of the selected recommendation to determine if the problem has been fully resolved.
C) Implementation requires taking the time to fully define the problem.
D) Evaluation requires the team to discuss each recommendation and arrive at the best option.
F) A) and B)
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A) Identifying roadblocks to progress
B) Alleviation of stress symptoms
C) Recognition of the differences in individuals
D) Development of constructive methods of communication
F) A) and B)
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A) Promotions
B) Holidays
C) Overtime
D) Adequate staffing
F) All of the above
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A) Grievance processes
B) Sick leave
C) Length of the workday
D) Standards of care
F) A) and C)
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A) Inequities in care delivery
B) Physicians disregarding input from other team members
C) Behaviors intended to exert power over others
D) Emphasis on cost reduction
F) C) and D)
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A) Discuss solutions that have worked in the past.
B) Brainstorm individually and then discuss possible solutions.
C) Generate new ideas and then define the problem.
D) Ensure individual solutions take priority.
F) A) and B)
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A) What caused the problem?
B) Who is involved in the problem?
C) What solutions have been recommended?
D) What problems am I likely to encounter?
F) A) and D)
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A) Scarcity, safety, and security
B) Competition between groups
C) Ethical conflict
D) Cultural differences
F) A) and D)
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C
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A) A registered nurse (RN) who reports to the nurse manager that another staff member has refused an assignment
B) A discussion of how current policies restrict implementing evidence-based practice
C) A disagreement about continuity of care for high acuity patients
D) An issue with tardiness that is being handled through the creation of new policies
F) None of the above
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A) Set ground rules.
B) Clarify the problem.
C) Perform an opening move.
D) Continue the negotiation.
F) All of the above
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A) An RN explains to the unit manager why a raise is deserved.
B) A unit manager justifies a request for more equipment to the chief nursing officer.
C) A charge RN makes assignments for the staff.
D) A group of RNs work together for collective bargaining.
F) All of the above
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D
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