Conflict Resolution

Question 1

What are the causes of conflict?

Answer 1

Value Differences
Role Pressures - various roles at work and outside of the workplace
Incompatible Goals - quantity vs. quality, accuracy vs. timeliness, and relationships vs. efficiency
Perception Differences
Status Conflict

Question 2

What are the types of conflict?

Answer 2

Task Conflict or People Conflict

Question 3

What are the constructive outcomes of conflict?

Answer 3

promotes growth, resolves problems, unifies the group, more productive, more committed

Question 4

What are the destructive outcomes of conflict?

Answer 4

results in negativity, diminishes resolutions, devices groups, less productive, less satisfied

Question 5

What is an appropriate conflict solution?

Answer 5

Make sure issues are clear.
Use active listening, restatement, and paraphrasing.
Understand the underlying causes of the differences: values, roles, goals, perception, and status.
Select the best conflict-handling mode.
Schedule a meeting.
Consider having a third party involved.
Get agreement.
Follow up.

Question 6

What is a conflict?

Answer 6

Disagreement within oneself or between people that causes harm or has the potential to cause harm.
Disagreement may be a precursor to conflict.

Question 7

Whom may pharmacists have conflict with?

Answer 7

Patients, doctors, technicians, or other workmates.

Question 8

What is an example of a value difference conflict in house?

Answer 8

House values his diagnostic results.

Question 9

What is an example of a role pressure conflict in house?

Answer 9

House uses the pressures of others roles to get his way.

Question 10

What is an example of an incompatible goal conflict in house?

Answer 10

House has only one goal; a diagnosis. Sometimes he doesn’t care about the patient.

Question 11

What is an example of a perception difference conflict in house?

Answer 11

House only sees things from his perspective and thinks that is the only perception that matters.

Question 12

What is an example of a status conflict in house?

Answer 12

House sometimes feels that he is above others in the team.

Question 13

What are common sources of conflict for healthcare professionals?

Answer 13

Information mismatch, inadequate information, information overload, ambiguous jurisdictions, ambiguous instructions, communication barriers, unresolved prior conflicts.

Question 14

What is a Task Conflict?

Answer 14

Conflict aimed at the issue.
Of the types, this is the better type.
Can get out of hand if not dealt with appropriately (may cause positive outcomes up to a point).

Question 15

What is a People Conflict?

Answer 15

Conflict aimed at the person.
Introduces perceptual biases.
Distorts information processing and sharing.

Question 16

What are the causes of conflict?

Answer 16

Value Differences
Role Pressures - various roles at work and outside of the workplace
Incompatible Goals - quantity vs. quality, accuracy vs. timeliness, and relationships vs. efficiency
Perception Differences
Status Conflict

Question 17

What are the conflict resolution styles?

Answer 17

Combative, Collaborative, Avoidant, Accommodating, and Compromising.

Question 18

What conflict resolution style is best for a pharmacist?

Answer 18

Collaborative

Question 19

Which conflict resolution style has high assertiveness and low cooperation?

Answer 19

Combative

Question 20

Which conflict resolution style has high assertiveness and high cooperation?

Answer 20

Collaborative

Question 21

Which conflict resolution style has low assertiveness and low cooperation?

Answer 21

Avoidant

Question 22

Which conflict resolution style has low assertiveness and high cooperation?

Answer 22

Accommodating

Question 23

Which conflict resolution style has average assertiveness and average cooperation?

Answer 23

Compromising

Question 24

What are the constructive outcomes of conflict?

Answer 24

Promotes growth, resolves problems, unifies the group, more productive, and more committed.

Question 25

What are the destructive outcomes of conflict?

Answer 25

Results in negativity, diminishes resolutions, divides groups, less productive, and less satisfied.

Question 26

What is the conflict resolution model?

Answer 26

``` Make sure issues are clear. Use active listening, restatement, and paraphrasing. Understand the underlying causes of the differences: values, roles, goals, perception, and status. Select the best conflict-handling mode. Schedule a meeting. Consider having a third party involved. Get agreement. Follow up. ```

Question 27

Which conflict resolution style has average assertiveness and average cooperation?

Answer 27

Compromising

Question 28

Conflict can be productive if handled appropriately. T/F

Answer 28

True

Question 29

The goal is to maintain a balance of assertiveness and cooperation, where compromise is the neutral medium. T/F

Answer 29

True

Question 30

What are the types of conflict?

Answer 30

Task Conflict or People Conflict

Question 31

What are the constructive outcomes of conflict?

Answer 31

promotes growth, resolves problems, unifies the group, more productive, more committed

Question 32

What are the destructive outcomes of conflict?

Answer 32

results in negativity, diminishes resolutions, devices groups, less productive, less satisfied

Question 33

What is an appropriate conflict solution?

Answer 33

``` Make sure issues are clear. Use active listening, restatement, and paraphrasing. Understand the underlying causes of the differences: values, roles, goals, perception, and status. Select the best conflict-handling mode. Schedule a meeting. Consider having a third party involved. Get agreement. Follow up. ```