Deck 8: Resolving Problems and Conflicts

Question 1

During a meeting to resolve staffing issues and tardiness on a unit, the manager invites the staff to each take a turn speaking and asks that everyone listen respectfully and avoid making personal or professional disparaging remarks about one another.Which step in the negotiation process does this best describe?

A)Set ground rules.
B)Clarify the problem.
C)Perform an opening move.
D)Continue the negotiation.

Answer 1

Set ground rules.

Question 2

Which of the following is a practice issue addressed in the contract during collective bargaining?

A)Promotions
B)Holidays
C)Overtime
D)Adequate staffing

Answer 2

Adequate staffing

Question 3

In order to best understand the scope of the situation, which of the following questions should be asked?

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?

Answer 3

What problems am I likely to encounter?

Question 4

Which of the following is an example of a relationship conflict?

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

Question 5

Which of the following is a cause of work intensification?

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

Question 6

Which of the following correctly describes a step in the problem-solving process?

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.

Question 7

Which of the following is a reason why it can be difficult to get to the bottom of an issue?

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.

Question 8

Which of the following is true regarding conflict resolution?

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.

Question 9

Which of the following is a positive side to conflict?

A)Identifying roadblocks to progress
B)Alleviation of stress symptoms
C)Recognition of the differences in individuals
D)Development of constructive methods of communication

Question 10

Which of the following is the best description of formal negotiation?

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.

Question 11

An RN is caring for a 93-year-old patient who has a living will, but whose children have decided their parent should be a full code.The patient has coded twice.The other staff members do not seem to have any issues with the situation, but the RN feels distressed.Which of the following best describes this source of conflict?

A)Scarcity, safety, and security
B)Competition between groups
C)Ethical conflict
D)Cultural differences

Question 12

Which of the following is a good recommendation to assist a team to generate possible solutions?

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.

Question 13

Which of the following most accurately describes bullying?

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.

Question 14

The unit manager is negotiating a conflict between the staff RNs and nursing assistants.The manager talked to everyone involved and created a list of the main issues.Which step in the negotiation process does this best describe?

A)Manage the emotions.
B)Set ground rules.
C)Clarify the problem.
D)Perform an opening move.

Question 15

Which of the following is a management issue usually covered by the contract with collective bargaining?

A)Grievance processes
B)Sick leave
C)Length of the workday
D)Standards of care