Class 7: communication through technology: conflict resolution Flashcards
1
Q
impact of technology on health care
A
- info and communication technology… what does this mean?
- how will you communicate professionally using technology in the workplace
2
Q
what is conflict?
A
- a disagreement arising from differences in attitudes, values or needs
- the action of ones party frustrate the ability of the other to achieve their expected goals
- results in stress or tension
- serves as a warning that something in the relationship needs closer attention
- it occurs because our needs are unmet or because our needs are inconsistent with or in opposition to the needs of others
- unresolved conflicts in the nurse-client relationship interferes with success in meeting goals
3
Q
constructive conflict
A
- leads to unity of purpose and collaboration
- leads to better decision making
- produces tangible change
4
Q
destructive conflict
A
- turns into accusations or threats
- one issue becomes many
- a specific issue gives way to getting even
- “you and me” moves into involving others
5
Q
fight or flight response
A
more likely in men
6
Q
tend or befriend response
A
more likely in women
7
Q
strategies to enhance conflict resolution
A
- prepare for the encounter
- organize info
- manage your own anxiety or anger
- time the encounter
- put the situation into perspective
- use therapeutic communication skills
8
Q
responses to conflict **
A
- avoidance
- accommodation
- competition
- compromise
- collaboration
9
Q
avoidance
A
not dealing with conflict - can lead to future problems. lose-lose
10
Q
accommodation
A
accommodating others needs, and losing our own, maintains peace but does not actually deal with problem. lose-win
11
Q
competition
A
exercise power to gain your own goals at the expense of the other person) win-lose strategy/ lose-lose strategy
12
Q
compromise
A
both give something up. partially win-win
13
Q
collaboration
A
solution orientated. win-win
