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MS3 Exam 3 > Managing Conflict > Flashcards

Managing Conflict Flashcards

1
Q

The nature of conflict

A
  • stemming from differences in goals or desires are not good or bad
  • fundamental to conflict are information and perception
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2
Q

Beneficial consequences of conflict

A
  • recognizes talents and innovative abilities
  • identifies an outlet for expression of aggressive urges
  • introduces innovation and change
  • diagnoses problems or areas of concern
  • establishes unity
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3
Q

Harmful consequences of conflict

A
  • negative effect on emotional and physical well-being
  • emphasis on personal welfare over that of the group
  • diversion of time and energy from important goals
  • financial and emotional costs
  • personal fatigue
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4
Q

Maintaining an environment supportive of professional communication enables….

A

conflict to be handled appropriately with positive outcomes

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5
Q

Empathy

A
  • feeling what the other person is feeling and seeing the situation as he/she sees it
  • believing that the other person’s feelings are valid, legitimate and justified
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6
Q

Equality

A
  • all participants in the process are equal
  • respect for individual differences is apparent
  • people are comfortable expressing themselves freely and openly
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7
Q

Openness

A
  • feelings and thoughts stated directly and honestly

- no attempt to disguise real object of disagreement

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8
Q

Positiveness

A
  • using agreement as a basis for approaching disagreements and impasses
  • conflict is viewed as positive
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9
Q

Supportiveness

A
  • *
  • feelings expressed with spontaneity rather than strategy

-requires flexibility and a willingness to change personal opinions/positions

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10
Q

Conflict Resolution

A
  • conflict is seldom created intentionally

- may occur because of lack of awareness of how our own behavior contributes to interpersonal problems

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11
Q

First step to conflict resolution

A

-recognize one’s own conflict resolution style

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12
Q

Common conflict resolution styles

A
  • avoidance
  • accommodation
  • force
  • compromise
  • collaboration
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13
Q

Avoidance

A

one person uses passive behaviors and withdraws from the conflict; neither person is able to pursue goals

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14
Q

Accommodation

A

one person puts aside his/her goals in order to satisfy the other person’s desires

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15
Q

Force

A

one person achieves his/her own goals at the expense of the other person

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16
Q

Compromise

A

both people give up something to experience partial goal attainment

17
Q

Collaboration

A

both people actively try to find solutions that will satisfy them both

18
Q

Second step to conflict resolution

A

engage in active listening

  • reduces the emotional charge from the situation
  • active listening techniques
19
Q

Active listening techniques

A
  • paraphrasing
  • reflecting
  • open questioning
  • acknowledging
  • summarizing
  • framing
  • reframing
20
Q

Third step of conflict resolution

A

all people involved must view their conflict as a problem to be solved mutually

21
Q

When conversation is escalating…

A

move to private location

22
Q

How to speak when there is a conflict

A

normal tone of voice

  • use “I” messages
  • maintain eye contact
  • open body stance with hands at your side or open towards the individual (not invading their space)
23
Q

Do not physically back away unless…

A

you perceive you are actually in physical danger

24
Q

Offer _______, but do not make excuses

A

explanations

25
Q

If you say you will take care of something, or report something, or change something….

A

do it

26
Q

Promoting a Professional Nursing Image

A
  • use positive communication techniques
  • provide a safe environment in which patients and coworkers can ask questions and learn
  • focus energy toward solving conflict
  • maintain clear, open, sensitive communication
27
Q

Constructive Conflict

A
  • results in either:
  • improved client care or
  • improved work satisfaction or
  • improved communication among the work group
  • presents opportunity to stimulate desired change that benefits the organization
28
Q

Destructive Conflict

A
  • causes stress and interferes with the quality of client care provided
  • decreases work satisfaction
  • decreases effectiveness of communication between coworkers
29
Q

Communication Techniques

A
  • cool down and think about the message you want to send
  • do it in private
  • speak in normal tone of voice
  • use “I” messages
  • maintain eye contact
  • open body stance
  • offer explanations not excuses
  • follow through

MS3 Exam 3 (6 decks)

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