Deck 11: Conflict Management

Question 1

Which is considered disruptive behavior?

A) "It looks like you're having fun. Can I join in?"
B) "Nurse Betsy is so incompetent."
C) "Do you like to knit?"
D) You accidentally drop the patient's chart.

Answer 1

B
Criticizing other caregivers in front of patients or other staff is considered disruptive to a patient's care.

Question 2

Two different hospitals decide to have a contest to see which hospital can raise the most funds for a local cancer research center. This is considered:

A) competition.
B) negotiation.
C) positive conflict.
D) negative conflict.

Answer 2

C
Positive conflict is the idea that healthy discussion can happen in the face of a disagreement, regardless of differing personalities, education levels, or responsibilities. Positive conflict can be utilized in many ways. Positive conflict can inspire creativity and "thinking outside the box" to resolve a problem.

Question 3

There are only two nurses in a physician's office, and they both want Friday off. The office needs to have a nurse on duty, so they agree to each work a half day to make sure the office is covered. What type of conflict behavioral style is this?

A) Competing
B) Accommodating
C) Collaborating
D) Compromising

Answer 3

C
Collaborating is the pooling of individual needs and goals toward a common goal. Often called "win-win problem-solving," collaboration requires assertive communication and cooperation in order to achieve the best solution. It offers the chance for agreement, the integration of needs, and the potential to exceed the expectations of the conflict resolution.

Question 4

A physician really needs the day off for a personal issue, and always works for other physicians when they need to be out of the office. No other physician in the practice will work for him, so he misses his important family event. What type of conflict behavioral style is this?

A) Competing
B) Accommodating
C) Avoiding
D) Compromising

Question 5

The process by which a neutral third party facilitates dispute resolution is called:

A) mediation.
B) negotiation.
C) arbitration.
D) communication.

Question 6

A fire has broken out on the fifth floor in a hospital, and Mrs. Smith is on the fourth floor. She demands to receive care before anybody on the fifth floor. What type of conflict behavioral style is this?

A) Competing
B) Accommodating
C) Avoiding
D) Compromising

Question 7

Personal conduct, whether verbal or physical, that affects patient care negatively is called:

A) competing.
B) negative conflict.
C) disruptive behavior.
D) nonaccommodating.

Question 8

Which is used in numerous situations with patients, families, coworkers, and employer-employee situations?

A) Communication
B) Negotiation
C) Mediation
D) Dispute resolution

Question 9

When you are thinking about a conflict and your inner voice is talking to yourself, what type of conflict response is this?

A) Emotional response
B) Cognitive response
C) Physical response
D) Positive response

Question 10

A patient enters a physician's office very upset about her bill. After speaking to the office manager, she is still upset and threatens her. This is considered:

A) positive conflict.
B) negative conflict.
C) disagreement.
D) negotiation.

Question 11

When people bargain for what they want, which resolution method are they using?

A) Mediation
B) Negotiation
C) Arbitration
D) Communication

Question 12

If a physician and patient need a controlled, structured setting, they may wish to try which of the following?

A) Mediation
B) Negotiation
C) Arbitration
D) Communication

Question 13

Which is not an advantage of alternative dispute resolution?

A) It is less expensive.
B) It involves less publicity.
C) No attorneys are allowed.
D) There are no long court delays.

Question 14

Which is not one of the usual stages of mediation?

A) Identification of party's interests
B) Submission of documents to a court for approval
C) Information gathering
D) Negotiation and selection of appropriate resolution

Question 15

Mediation allows participants to discuss conflicts, with expectations of confidentiality, in which type of environment?

A) Sterile
B) Threatening
C) Nonthreatening
D) Busy

Question 16

A nurse is totally ignoring the wishes of her coworkers as well as the policies of the institution, and many of them are fed up with her antics. Another nurse encourages her coworkers to "give it time, it will blow over," after one of her tirades. What type of conflict behavioral style is this?

A) Competing
B) Accommodating
C) Avoiding
D) Compromising

Question 17

What organization requires healthcare organizations to establish policies and procedures for conflict management?

A) The Joint Commission
B) American Medical Association
C) OSHA
D) AHIMA

Question 18

Which is a way to resolve conflicts using alternative dispute resolution?

A) Negotiation
B) Mediation
C) Arbitration
D) All of the above

Question 19

You break out in a sweat after a conflict. What type of conflict response is this?

A) Emotional response
B) Cognitive response
C) Physical response
D) Positive response

Question 20

Alternative dispute resolution is a solution to conclude complicated, costly, and time-consuming conflicts in the healthcare arena in which way?

A) Conflictually
B) Efficiently
C) Nonefficiently
D) None of the above

Question 21

In 2008, TJC identified that the lack of _____ skills was the root cause for disruptive behavior.

A) communication
B) conflict management
C) verbal
D) negotiation

Question 22

Which is not an example of disruptive behavior?

A) Profane language
B) Sexual comment
C) Compliment to a patient
D) Throwing a chart

Question 23

The Joint Commission's standards of performance, in regards to conflict management, refer to:

A) a system for resolving conflicts among individuals in a physician's office.
B) a system for resolving conflicts among individuals in a nursing home.
C) a process for managing people who argue.
D) a process for managing conflict among leadership groups.

Question 24

The "captain of the ship" doctrine refers to:

A) the person in charge is responsible.
B) the physician is always in charge.
C) it does not matter who is in charge; everyone is responsible.
D) you are responsible for your own choices.

Question 25

When you feel rage after a conflict, this is considered what type of conflict response?

A) Emotional
B) Cognitive
C) Physical
D) None of the above