Chapter7: Dealing With Conflict

Question 0

Conflict myths

Answer 0

§Win-lose-draw: Is not like a football game where someone wins or loses. The loser feels bad about losing and will spend their time preparing to win the next round rather than their work.
§Fixed pie myth: “I get half and you get the other half.” The problem is one side gets everything and the other half nothing.
§Devaluation reaction: “If the other side is getting what they want, then it has to be bad for us.

Question 1

Potential conflict generators

Answer 1

§Competition between groups such as nurse-physician relationships, unions, and gender based.
§Increased workload due to cost reductions or work intensification to do more with less.
§Multiple role demands such as inappropriate tasks assignments.
§Threats to safety and security such as layoffs
§Scarce resources to pay for raises, equipment, supplies can cause competition among units to grab their share of what little is available.
§Cultural differences in how hard a person works or productivity, or what it means to arrive to work on time.
§Invasion of personal space due to crowded conditions and constant interactions increase interpersonal tension.

Question 2

Conflict resolution

Answer 2

§Problem resolution
§Negotiating informally
§Formal negotiation

Question 3

Problem resolution

Answer 3

§Identify the problem or issue
§Generate possible solutions
§Evaluate suggested solutions
§Choose the best solution
§Implement the solution chosen
§Is the problem resolved?
§If yes, end process; if not, repeat

Question 4

Informal negotiation

Answer 4

§Scope the situation:  What am I trying to achieve? What is the environment in which I'm operating? What problems am I going to encounter? What does the other side want?
§Set the stage:  openness, blame free
§Conduct the negotiation
Set ground rules 
clarify the problem 
opening move 
continue with offers and counter offers
§Agree on a resolution

Question 5

Conducting a negotiation

Answer 5

§Manage emotions
§Set ground rules
§Clarify the problem
§Make an opening move
§Continue the negotiations
§Agree on a resolution

Question 6

Formal negotiation: Collective bargaining

Answer 6

Governed by laws and contracts. Is a legal document that governs the relationship between management and staff, which is represented by the union.

§Economic issues: Salaries, shift differentials, length of the workday, overtime, holidays, sick leave, breaks, health insurance, pensions, severance pay.
§Management issues: Promotions, layoffs, transfers, reprimands. Grievance procedures, hiring and firing procedures.
§Practice issues: Adequate staffing, standards of care, code of ethics, safe working environment, quality of care issues, and staff development.

Question 7

Pros collective bargaining

Answer 7

§Protects workers’ rights
§Grievance procedures available
§Higher pay
§Empowering

Question 8

Cons collective bargaining

Answer 8

§Create management-staff barrier
§Adds rules and regulations
§Drain on manager time
Management and staff are treated as opposing parties.

Question 9

Intrapersonal conflict

Answer 9

An internal struggle related to contradictory values or wants such as family time.

Question 10

Organizational conflict

Answer 10

It disrupts working relationships and creates a stressful atmosphere. Causes include ineffective communication, unclear expectation of team members in various roles, poorly defined or actualized organizational structure, conflicts of interest in variance in standards, incompatibility of individuals, management or staffing changes, diversity related to age gender race or ethnicity

Question 11

Grievance procedures

Answer 11

Formal presentation of the complaint using the proper chain of command

Formal hearing if the issue is not resolved at a lower level

Professional mediation is a solution is not reached during a formal hearing