Week 8 - Conflict & Miscommunication Flashcards
1
Q
Roots of Conflict
A
Limited resources
Unmet needs
Different values
2
Q
Values in practice
A
Awareness of and self-reflective analysis of our values, their origins and the factors that maintain them
3
Q
Thomas-Kilmann Conflict Model
A
4
Q
Why don’t we apologise?
A
- Low concern for the victim or relationship
- Perceived threat to the transgressor’s self-image
- Perceived apology ineffectiveness
5
Q
Key to solid apologies
A
- Validation of the impact on the victim
- Explanation of what went wrong
- Reason for the mistake
- Responsibility with a commitment to prevent recurrence
- Empathy
6
Q
Conflict in health care
A
- Poorly understood roles
- Power differentials
- Highly stressful experiences for people
- Limited resources – eg hospital beds, homecare packages, Centrelink payments
- Lack of communication skills
7
Q
Consequences of unresolved conflict in health care
A
- Poor client care
- Burnout, turnover of staff
- Decreased job satisfaction
- Errors in practice
8
Q
Empathy as a Process
A
- Empathic Resonance
- Empathic Communication
- Perceived or Received Empathy
9
Q
Forms of Aggression
A
- Verbal hostility
- Physical intimidation
- Acts of violence
- Threats (e.g., to lodge a
complaint, report to superior)
