The nurse manager is working with staff members to promote ...

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The nurse manager is working with staff members to promote conflict resolution. The nurse manager recognizes that additional teaching is warranted when a staff member states,
 
  a. I will solicit the perspectives of others.
  b. I will remember to criticize ideas, not people.
  c. I will demonstrate manipulation when working with others.
  d. I will avoid becoming emotional when discussing the conflict.

Question 2

The nurse manager is working on strategies to turn conflict into collaboration by creating a climate in which participants view negotiation as a collaborative effort. In order to accomplish this goal, the nurse manager works to promote
 
  a. offering of feedback on an infrequent basis.
  b. clarification of role expectations.
  c. minimal participation in organizational interdisciplinary groups.
  d. absence of role-modeling behaviors related to communication.

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Answer to Question 1

ANS: C
Steps to promote conflict resolution among health care team members include maintaining a respectful, nonpunitive atmosphere through team members demonstrating assertiveness, not manipulation; soliciting the perspectives of others; and remembering to criticize ideas, not people. Steps to promote conflict resolution among health care team members also include discussion in which emotion is avoided.

Answer to Question 2

ANS: B
Strategies to turn conflict into collaboration include creating a climate in which participants view negotiation as a collaborative effort through clarification of role expectations; soliciting and giving feedback on a regular, periodic basis; participation in organizational interdisciplinary groups; and modeling of communications with staff in a respectful, courteous manner.

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TYSM

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