Week 13

Question 1

Conflict

Answer 1

A disagreement arising from differences in attitudes, values or needs. The actions of one party frustrate the ability of the other party to

Question 2

What 3 things cause conflict in health care

Answer 2

Cultural differences / misunderstanding

Communication issues
Psychological issues

Question 3

Components of conflict

Answer 3

Process
Content
Emotion (may be considered part of process

Question 4

Parts of conflict: content

Answer 4

Substance of the dispute

Question 5

Parts of conflict: process

Answer 5

Commutation and behaviour
- emotional issues - how we feel about the situation

Question 6

Conflict can be (2)

Answer 6

Destructive or dysfunctional

Constructive or functional

Question 7

How can conflict be positive

Answer 7

Provides experience and opportunity for personal and professional growth

Many conflicts are due to miscommunication or misinterpretation

Question 8

5 ways to respond to conflict

Answer 8

Avoidance
Accommodation
- sort of a sacrifice
Compromise
- joint effort
Competition
- get own way
Collaboration
- ideal

Question 9

Behaviour styles (4)

Answer 9

Aggressive
Passive
Passive aggressive
Assertive

Question 10

Behaviour styles: aggressive

Answer 10

Dominates, no concern for others feelings

Question 11

Behaviour styles: passive

Answer 11

Avoids conflict, denies own rights, doesnt express feelings

Question 12

Behaviour styles: passive aggressive

Answer 12

Expresses dissatisfaction indirectly
Ex. Does a task poorly so others have to do it

Question 13

Behaviour styles: assertive

Answer 13

Faces conflict, expression thoughts and emotions clearly

Does not attack judge or demean others

Question 14

Assertive responses (5)

Answer 14

Empathy and description
Your feelings
State expectations
State intention/consequences

Question 15

Assertive responses: empathy and description

Answer 15

Empathy and description of the behaviour or concern

Objective description of your perceptions (see, hear, etc)

Question 16

Assertive responses: your feelings

Answer 16

State for reaction/feelings honestly

Question 17

Assertive responses: state expectations

Answer 17

State clearly, a change in behaviour

Ex. I want you to be on time so….

Question 18

Assertive responses: state intension / consequences

Answer 18

Ex. If this continues….

Question 19

In a conflict situation, each person has … (2)

Answer 19

A position

A need/interest

Question 20

A position

Answer 20

What one wants

Question 21

A need or interest

Answer 21

Why they want it

Often covert and must be identified

Question 22

To resolve an issue, focus on the ….

Answer 22

Need/interest of each individual and not their position

Listen actively and seek to understand

Question 23

Reviews IPC/TBC modules for ladder of inference and most respectful interpretation

Answer 23

;)

Question 24

As emotions escalate…

Answer 24

Objectivity decreases

Question 25

Principles of conflict resolution

Answer 25

Identify cause Stay focused Summarize Listen Dont blame Follow up Acknowledge Negotiate

Question 26

Helpful communication techniques to resolve conflict

Answer 26

Active listening Empathy Paraphrasing Reflection Clarification Open ended questions Respect Tone of voice

Question 27

How to control your own behaviour

Answer 27

Be aware of non verbal communication Speak only for yourself Avoid generalizing (always, never) Try to detach from emotion

Question 28

Anger arousal stages (5)

Answer 28

Trigger Escalation Crises Recovery Post crisis depression

Question 29

Anger stages: trigger

Answer 29

First Perceived Threat, internal or external

Question 30

Anger stages: escalation

Answer 30

Second Release of adrenaline, prepares for crisis

Question 31

Anger stages: crisis

Answer 31

Third fully prepared for fight/flight - highly volatile - quality of judgement and reasoning are decreased

Question 32

Anger stages: recovery

Answer 32

Forth Begins to recover and stress relieved and adrenaline dissipates over time

Question 33

Anger stages: post crisis depression

Answer 33

Last, fifth Return of awareness, may feel guilty or depressed

Question 34

The goal of responding to an angry person is…

Answer 34

To prevent escalation

Question 35

Tips to respond to angry people

Answer 35

Use judgment - no universal script Keep calm No why questions

Question 36

Assessment for potential violent behaviour

Answer 36

Confusion or disorientation Paranoia Anger Agitation Intoxication Verbal aggression

Question 37

Ladder of inference

Answer 37

A model that helps people understand how their thoughts and believes influence their actions Each step forward (assumptions, drawing conclusions) is a step up the ladder

Question 38

MRI - most respectful interpretation

Answer 38

Mental model that involves considering the best interpretation of a situation. - giving others the benefit of the doubt