Conflict Management in Nursing

Workplace conflict can occur in any department, but is commonly encountered in the ICU, operating rooms, and ED. True or False?

• true

• false

What are some positive impacts of conflict management?

• improve productivity

• improve interpersonal relationships

• dec employee turnover

• lower absenteeism

What are two root causes of a problem?

• miscommunication

• avoidance

You're working with a fellow nurse who suddenly says to you "You're always in my way. Can you move aside, or are you just dumb as bricks?" What is the BEST way to act?

• "Do you wanna fight now?"

• "You got a bone to pick with me or something?"

• ignore it

• pull her aside in a timely manner and say "That was totally uncalled for. If you have a problem with me or if I did anything to offend you, please tell me now. We can't be having this type of unprofessional behavior, especially at work."

What action reflects on "recognize" in the four Rs of conflict management?

• bring the two people involved in the conflict to a meeting to discuss plan of action

• have the instigating nurse write an apology letter to reflect on themselves

• the nurse whose dog is in surgery was often checked on during the shift to see if she needed any help to ease her stress load

Avoidance is always good when it comes to someone else's, or your, conflict. True or False?

• true

• false

Fellow nurses and instructors should be promoting an open environment for communication and conflict management. This will help nursing students develop their own conflict management styles. True or False?

• true

• false

The nurse has been caring for a patient who refuses to receive blood products for religious reasons and is struggling to understand why the patient would want to refuse treatment that could save their life. This internal conflict the nurse is having is an example of which type of conflict?

• interpersonal

• group

• intrapersonal

• intergroup

A nurse comes into work and sees that she has been assigned 8 patients to take care of by the charge nurse. Knowing this is unsafe, the nurse feels anxious about the shift ahead. Instead of standing up for themselves, they take the patient assignment to avoid confrontation. Which type of conflict management style is this nurse using?

• collaboration

• competing

• cooperation

• avoidance

There has been a conflict between the day shift and night shift on the unit. Both groups have problems with the other, saying that the unit is left unorganized, and patient rooms are not clean. The nurse manager gets involved, and encourages the staff nurses to use which type of conflict management style in solving their issues?

• collaboration

• competing

• avoidance

• compromising