Question 1

Which is the most important factor in whether a conflict will be perceived or felt between two nurses?

Accepted Answer

A)  How well the nurses know and trust each other 
B)  If the nurses are on the same job level 
C)  The congruence of the nurse's values and beliefs 
D)  Whether or not the nurses perform the same roles 
A)  How well the nurses know and trust each other 
B)  If the nurses are on the same job level 
C)  The congruence of the nurse's values and beliefs 
D)  Whether or not the nurses perform the same roles

Question 2

A nurse has a longstanding conflict with another nurse working the same shift. Over the last few days the first nurse has made an effort to smooth over the conflict. Which statement would the nurse manager evaluate as an example of a "smoothing" comment?

Accepted Answer

A)  "We are never going to agree because I am from Generation X and you are a baby boomer." 
B)  "I'm tired of this fight and I'm not going to argue with you anymore." 
C)  "Even though we don't agree on much, I do think you are correct about enforcing the length of lunch breaks." 
D)  "I think everything is fine and that we can get along." 
A)  "We are never going to agree because I am from Generation X and you are a baby boomer." 
B)  "I'm tired of this fight and I'm not going to argue with you anymore." 
C)  "Even though we don't agree on much, I do think you are correct about enforcing the length of lunch breaks." 
D)  "I think everything is fine and that we can get along."

Question 3

The nurse manager assesses that there is conflict between two of the charge nurses. The decision is made to postpone an intervention and allow the conflict to escalate. Why might the nurse manager make this decision?

Accepted Answer

A)  Allow sufficient time for the problem to spontaneously resolve. 
B)  Motivate the participants to seek resolution. 
C)  Give the nurse manager time to identify problem-solving strategies. 
D)  Relieve the nurse manager of the time commitment necessary to intervene. 
A)  Allow sufficient time for the problem to spontaneously resolve. 
B)  Motivate the participants to seek resolution. 
C)  Give the nurse manager time to identify problem-solving strategies. 
D)  Relieve the nurse manager of the time commitment necessary to intervene.

Question 4

The nurse manager meets with the staff nurses to discuss ways to improve communication among the shifts. Which statement by the nurse manager best exemplifies the final stage of conflict management?

Accepted Answer

A)  "We need to clearly define the nature of the conflict." 
B)  "I will evaluate the outcomes of our strategies on a monthly basis." 
C)  "Let's create a time line for the implementation of our strategies." 
D)  "Hopefully, each group can understand each other's perceptions of the issue." 
A)  "We need to clearly define the nature of the conflict." 
B)  "I will evaluate the outcomes of our strategies on a monthly basis." 
C)  "Let's create a time line for the implementation of our strategies." 
D)  "Hopefully, each group can understand each other's perceptions of the issue."

Question 5

The nurse manager assesses that two staff nurses are engaged in a conflict that is having a negative impact on client care. The manager meets with the nurses involved and identifies the conflict. An attempt is made to resolve the conflict through knowledge and reason. What strategy is this manager using?

Accepted Answer

A)  Confrontation 
B)  Resolution 
C)  Negotiation 
D)  Forcing 
A)  Confrontation 
B)  Resolution 
C)  Negotiation 
D)  Forcing

Question 6

The nurse manager presents an issue to the nursing staff for a decision. The group assesses the problem, and a decision is made meeting the needs of both the nurse manager and the nursing staff. This is an example of which conflict management strategy?

Accepted Answer

A)  Integrative decision making 
B)  Win-lose strategy 
C)  Accommodation 
D)  Consensus 
A)  Integrative decision making 
B)  Win-lose strategy 
C)  Accommodation 
D)  Consensus

Question 7

A nurse manager is trying to manage a conflict between a staff nurse and a medical student. Which statement by the manager would the nursing supervisor interpret as following the rules of basic mediation?

Accepted Answer

A)  "Both parties need to grow up. They are so immature." 
B)  "The problem is partially the fault of both parties." 
C)  "I stopped the conversation frequently to have the parties summarize what was being said." 
D)  "They just went on and on. I had to stop the discussion because I was out of time." 
A)  "Both parties need to grow up. They are so immature." 
B)  "The problem is partially the fault of both parties." 
C)  "I stopped the conversation frequently to have the parties summarize what was being said." 
D)  "They just went on and on. I had to stop the discussion because I was out of time."

Question 8

A serious conflict between a nurse and a nursing assistant erupted into a shouting match in the hallway. The nurse attempted to slap the nursing assistant. What conflict responses are appropriate for the assistant?

Accepted Answer

A)  Accommodating 
B)  Withdrawal 
C)  Avoiding 
D)  Smoothing 
E)  Negotiation 
A)  Accommodating 
B)  Withdrawal 
C)  Avoiding 
D)  Smoothing 
E)  Negotiation

Question 9

A nurse manager and a staff nurse are in conflict. The nursing supervisor has decided to use mediation to arrive at a solution. The supervisor should be most concerned about which person's level of comfort when choosing a place for the mediation meeting?

Accepted Answer

A)  The manager 
B)  The staff nurse 
C)  The supervisor 
D)  There should be equal concern for all participants. 
A)  The manager 
B)  The staff nurse 
C)  The supervisor 
D)  There should be equal concern for all participants.

Question 10

Two staff nurses are in conflict about the summer vacation schedule. The nurse manager is contemplating assigning both nurses to a task that will require frequent contact with each other, hoping that they will resolve the issue themselves. What should the manager consider before making this assignment?

Accepted Answer

A)  What is the anxiety level of the nurses in regard to the vacation schedule? 
B)  Have the nurses ever worked together before on a project? 
C)  Will the conflict decrease the efficiency of the unit while the nurses are self-solving the issue? 
D)  How intense is the conflict about vacation scheduling? 
E)  Are the nurses talking to the rest of the staff about the conflict? 
A)  What is the anxiety level of the nurses in regard to the vacation schedule? 
B)  Have the nurses ever worked together before on a project? 
C)  Will the conflict decrease the efficiency of the unit while the nurses are self-solving the issue? 
D)  How intense is the conflict about vacation scheduling? 
E)  Are the nurses talking to the rest of the staff about the conflict?

Which is the most important factor in whether a conflict will be perceived or felt between two nurses?

A nurse has a longstanding conflict with another nurse working the same shift. Over the last few days the first nurse has made an effort to smooth over the conflict. Which statement would the nurse manager evaluate as an example of a "smoothing" comment?

The nurse manager assesses that there is conflict between two of the charge nurses. The decision is made to postpone an intervention and allow the conflict to escalate. Why might the nurse manager make this decision?

The nurse manager meets with the staff nurses to discuss ways to improve communication among the shifts. Which statement by the nurse manager best exemplifies the final stage of conflict management?

The nurse manager presents an issue to the nursing staff for a decision. The group assesses the problem, and a decision is made meeting the needs of both the nurse manager and the nursing staff. This is an example of which conflict management strategy?

A nurse manager is trying to manage a conflict between a staff nurse and a medical student. Which statement by the manager would the nursing supervisor interpret as following the rules of basic mediation?

A serious conflict between a nurse and a nursing assistant erupted into a shouting match in the hallway. The nurse attempted to slap the nursing assistant. What conflict responses are appropriate for the assistant?

A nurse manager and a staff nurse are in conflict. The nursing supervisor has decided to use mediation to arrive at a solution. The supervisor should be most concerned about which person's level of comfort when choosing a place for the mediation meeting?

Introducing Nursing Management

Designing Organizations

Delivering Nursing Care

Leading, Managing, Following

Initiating and Managing Change

Managing and Improving Quality

Understanding Power and Politics

Thinking Critically, Making Decisions, Solving Problems

Communicating Effectively

Delegating Successfully

Building and Managing Teams

Managing Time

Budgeting and Managing Fiscal Resources

Recruiting and Selecting Staff

Staffing and Scheduling

Motivating and Developing Staff

Evaluating Staff Performance

Coaching, Disciplining, and Terminating Staff

Managing Absenteeism, Reducing Turnover, Retaining Staff

Dealing With Staff Problems

Preparing for Emergencies

Preventing Workplace Violence

Handling Collective Bargaining Issues

Managing Stress

Advancing Your Career

Filters

Exam 12: Handling Conflict

Which is the most important factor in whether a conflict will be perceived or felt between two nurses?

A nurse has a longstanding conflict with another nurse working the same shift. Over the last few days the first nurse has made an effort to smooth over the conflict. Which statement would the nurse manager evaluate as an example of a "smoothing" comment?

The nurse manager assesses that there is conflict between two of the charge nurses. The decision is made to postpone an intervention and allow the conflict to escalate. Why might the nurse manager make this decision?

The nurse manager meets with the staff nurses to discuss ways to improve communication among the shifts. Which statement by the nurse manager best exemplifies the final stage of conflict management?

The nurse manager presents an issue to the nursing staff for a decision. The group assesses the problem, and a decision is made meeting the needs of both the nurse manager and the nursing staff. This is an example of which conflict management strategy?

A nurse manager is trying to manage a conflict between a staff nurse and a medical student. Which statement by the manager would the nursing supervisor interpret as following the rules of basic mediation?

A serious conflict between a nurse and a nursing assistant erupted into a shouting match in the hallway. The nurse attempted to slap the nursing assistant. What conflict responses are appropriate for the assistant?

A nurse manager and a staff nurse are in conflict. The nursing supervisor has decided to use mediation to arrive at a solution. The supervisor should be most concerned about which person's level of comfort when choosing a place for the mediation meeting?

Introducing Nursing Management

Designing Organizations

Delivering Nursing Care

Leading, Managing, Following

Initiating and Managing Change

Managing and Improving Quality

Understanding Power and Politics

Thinking Critically, Making Decisions, Solving Problems

Communicating Effectively

Delegating Successfully

Building and Managing Teams

Managing Time

Budgeting and Managing Fiscal Resources

Recruiting and Selecting Staff

Staffing and Scheduling

Motivating and Developing Staff

Evaluating Staff Performance

Coaching, Disciplining, and Terminating Staff

Managing Absenteeism, Reducing Turnover, Retaining Staff

Dealing With Staff Problems

Preparing for Emergencies

Preventing Workplace Violence

Handling Collective Bargaining Issues

Managing Stress

Advancing Your Career

Filters