Deck 6: Conflict Management and Negotiation

Question 1

After a physician reprimanded a staff nurse for not reporting the patient's vital signs,the staff nurse began experiencing a severe migraine headache.The staff nurse then asked the nurse manager if he could take a sick day and leave the unit.The staff nurse was coping with the physician's reprimand by:

A)Displacement
B)Denial
C)Somatization
D)Regression

Answer 1

Somatization

Question 2

After working several years in the hospital setting,a master's-prepared nurse was hired at a local university.As a new faculty member,the nurse began to feel overwhelmed with the responsibilities of teaching,professional development,and community service.The nurse was also expected to develop on-line courses using specific software.Which type of conflict did the faculty member experience?

A)Intrasender conflict
B)Intersender conflict
C)Intragroup conflict
D)Role overload

Answer 2

Role overload

Question 3

A physician reprimanded a staff nurse in front of a patient about missing laboratory work in the chart.The staff nurse excused himself and left the room without answering the physician.The staff nurse managed the conflict by:

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

Answer 3

Avoiding

Question 4

A staff nurse disagreed with the nurse manager's decision not to allow smoking breaks.The staff nurse then began discussing the decision with other members of the staff who smoked.The staff nurse escalated the conflict by:

A)Competition
B)Bickering
C)Constriction of others
D)Coalition formation

Question 5

The hospital administrator began the bargaining process with the staff nurses by sarcastically saying,"I know that you are intelligent people." The hospital administration was playing what dirty trick?

A)Seducing the staff nurses
B)Annoying the staff nurses
C)Demeaning the staff nurses
D)Using a smoke screen approach

Question 6

A rural hospital was switching to computerized charting.Many of the senior nurses were feeling anxious about the changes because of the new technology involved.In what stage of conflict were the senior nurses?

A)Latent
B)Perceived
C)Felt
D)Manifest

Question 7

Two staff nurses were unable to resolve their differences regarding the number of assigned days they had to float to another unit.The two staff nurses agreed to ask the nurse manager to help manage this conflict by:

A)Mediating
B)Planning
C)Collaborating
D)Competing

Question 8

During the breakthrough negotiation between the hospital's unlicensed workers and the nurse manager of a unit,the nurse manager reframed a personal attack by the unlicensed workers by saying:

A)"I don't agree with you."
B)"I understand that you are angry."
C)"How would you deal with the situation?"
D)"What do you think will happen if we reach agreement?"

Question 9

The hospital hired a consultant in the hopes of developing:

A)An adversary
B)An opponent
C)An ally
D)A bedfellow

Question 10

The union representative informed the hospital administrator that the staff members were planning to strike because of failed negotiations regarding an increase in benefits.The union representative is engaged in what type of bargaining?

A)Principle negotiation
B)Distributive bargaining
C)Integrative bargaining
D)Positional bargaining

Question 11

Two staff members were experiencing an interpersonal conflict.They agreed to have the nurse manager present while discussing the problem.The nurse manager's role would be that of:

A)Compromiser
B)Collaborator
C)Mediator
D)Complainer

Question 12

The hospital administrator told the union representative that the hospital would rather close down the unit than give pay raises to the staff.The union representative knew that this was a calculated delay so that the staff nurses would not strike.This is an example of:

A)Smoke screen
B)Over the barrel
C)Positional pressure tactics
D)Flattery

Question 13

The hospital administrator insinuated that overtime hours would be cut from a certain staff member's work schedule.This staff member had a history of complaining about the hospital's policies.An essential rule that the staff member needs to remember when negotiating is to:

A)Show no fear
B)Be ready to be intimated
C)Complain to others about the problem
D)Be ready for the conflict

Question 14

Which of the following is the most effective way to manage conflict?

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

Question 15

Although the house supervisor demanded a high quality of care,the nurse manager's request for more staffing because of increased patient acuity levels was denied.This action by the house supervisor produced what type of conflict?

A)Intrasender conflict
B)Person-role conflict
C)Intragroup conflict
D)Intergroup conflict

Question 16

A nurse at a physician-run clinic tried to schedule an operating room for an early morning outpatient surgery.The nurse manager of the operating rooms did not have any available rooms until late afternoon,so the nurse manager refused the request.This resulted in what type of conflict?

A)Cultural conflict
B)Horizontal conflict
C)Vertical conflict
D)Intradepartmental conflict

Question 17

The licensed personnel were told that they could no longer wear different-colored scrubs as their uniforms.They were told that they had to wear white uniforms.Because the licensed personnel were unionized,they refused to continue working until they could resume wearing different-colored scrubs.The best way for the nurse manager to handle this situation would be to:

A)Express the shared value of choice with the licensed personnel
B)Use the nurse manager's authority and force them to comply
C)Demonstrate acceptance of their request
D)Explore the reason for the resistance to wearing white uniforms

Question 18

The nurse manager of a long-term care facility was mediating an interpersonal conflict between a staff nurse and a nurse's aide who worked together on the night shift.One strategy that the nurse manager used was to:

A)Allow each staff member to blame the other
B)Encourage the staff nurse to tell her side of the story
C)Allow the nurse's aide to tell the staff nurse which of her personality traits bothered him
D)Encourage each staff member to listen to the other's point of view

Question 19

The nurse manager overheard a staff nurse say that she was sending out her résumé to other agencies.When the nurse manager tried to verify this information,the staff nurse denied that she was looking for another job.The staff nurse was demonstrating what type of conflict?

A)Latent
B)Perceived
C)Felt
D)Manifest

Question 20

A staff member came to the in-service session upset because it was her day off.She was wearing tight,revealing clothes.The nurse manager realized that the staff nurse was demonstrating what reaction to the conflict?

A)Sublimation
B)Attention getting
C)Identification
D)Rationalization

Question 21

Because of an increased risk of workplace violence,an urban medical center instituted a workplace violence prevention training program.All of the following are topics that need to be included except:

A)Risk factors that contribute to assault
B)Information on multicultural diversity
C)Approaches to dealing with individuals who have a stressful life
D)Ways of dealing with hostile persons

Question 22

A nurse manager wanted to use the nominal group process as a team development technique to help resolve conflicts on the unit.The nurse manager asked each staff member to state his or her goal,which the manager then wrote on a chalkboard for all to see.What step of the nominal group process was the nurse manager using?

A)Listing of ideas
B)Round-robin sessions
C)Serial discussions for clarification
D)Preliminary vote

Question 23

Because of low morale and a high level of territorialism,the unit personnel decided they wanted the administration to remove the new nurse manager.The unit personnel were exhibiting what type of behavior?

A)Performance problems
B)Bullying behavior
C)Attendance problems
D)Healthy behavior

Question 24

The nurse manager,using the nominal group process,made a list of ways to handle conflicts on the unit.The next step was to decide who should be involved in decision making and who would be responsible for implementing that decision.This is known as:

A)A round-robin session
B)A negotiating session
C)Decision charting
D)Implementation charting

Question 25

An equipment sales representative made frequent visits to a skilled nursing facility.During his visits,he continually asked one of the married staff nurses out to eat.The married staff nurse kept refusing his offer.One less direct way the staff nurse can deal with the equipment sales representative is to:

A)Provide him with a copy of the sexual harassment policy
B)Notify the medical director
C)Lodge a complaint with the equipment company
D)Ignore the sales representative when he comes to the unit