Answer to Question 1
1
Explanation: 1. Confrontation is the most effective means of resolving conflict, in which the conflict is brought
out in the open and deliberate attempts are made to resolve it through knowledge and reason.
Resolution is the final stage of conflict management that occurs when a mutually agreed -upon
solution is arrived at and both parties commit themselves to carry out the agreement.
Negotiation is a technique in which the conflicting parties give and take on various issues.
Forcing is a conflict management technique that forces an immediate end to conflict but the
cause is not resolved.
Answer to Question 2
4
Rationale 1: The purpose of a memo is to convey general information to a group; it has a low level of personal intimacy.
Rationale 2: The purpose of e-mail is to broadcast information to large groups; it has a low level of personal intimacy.
Rationale 3: A telephone conversation is less intimate than face-to-face communication, and the individual's response cannot be seen.
Rationale 4: More important or difficult issues should be communicated face-to-face to the nurse involved so that the individual's response can be seen and questions can be answered appropriately.
Global Rationale:
