Week 9 PP Flashcards

Question

Accommodating Style of Conflict

Answer 1

-lose/win -ignore own needs to resolve problem quickly -useful to preserve harmony when issue is not that important

Answer 2

When dealing with a patient or colleague it is important to focus on the issue and not the person. Try to remove the feelings from the issue and just look at the facts

Answer 3

1. Accept that not all conflict can be resolved. 2. Speak in person – rehearse if needed. 3. Paraphrase. (reword to increase clarity) 4. Use empathy.(understand and share others feelings). 5. Watch the language used. ◦ Avoid “all, every, always, never” ◦ Avoid “you” versus “I language 6. Stand up for yourself. 7. Ask for help.

Answer 4

1. Identify your emotions. Anger, sadness, fear and insecurity are common emotions that cause conflict. 2. Make a conscious decision to express your emotion, feelings and concerns before they reach an emotional peak. In other words, think before you act, recognize when you are emotional and realize that you are responsible for how you feel and that only you can control your emotions. 3. If you have difficulty composing yourself prior to responding, it is best to take a few deep calming breaths, or ask for some time to go for a walk or perform a calming activity in order to clear your thoughts and regain your rationale state prior to continuing the discussion

Answer 5

-avoid personal attacks, name calling and emotional overstatement -verbal aggression does not solve problems, it only escalates them. Avoid using another person's disadvantage for you. Do not pick on people or make fun of them or their looks, or culture. This will cause greater hostility

Answer 6

It is important to listen to what others are saying when you are in conflict. Avoid making assumptions about what others are thinking or feeling. Be attentive and allow other people to express themselves without judging them.

Answer 7

"pursuing your best interests without denying other's rights."

Answer 8

speak up for themselves and do not allow others to walk over them. This can be done in a respectful manner and does not have to mean shutting out other people opitons ideas or feelings

Answer 9

being confident in your decisions and sharing your decision making and problem sovling. It also means that you are not ME focused are open to other peoples ideas and can say what you think in a non-threatening or derogatory manner

Answer 10

is communicated both verbally and nonverbally, therefore it is important to have your non-verbal and verbal communication align.

Answer 11

-Speak slowly, not loudly -Separate questions -Avoid idiomatic expressions or slang -avoid difficult words and unnecessary information -use short, simple sentences -check meanings -when communicating across cultures, never assume that the other person has understood - be an active listener -summarize what has been said in order to verify it -avoid negative questions -make an empathetic statement -set realistic expectations of your own power as a health care professional -take care of your emotional well being

Answer 12

- a combined action of a group of people, especially when effective and efficient -teamwork results when everyone feels needed and respected

Answer 13

-promote group involvement in decisions -focus on understanding each other -take work, time, energy & good leadership

Answer 14

-Dentistry is a team-ortiented business -Teams are made up of individuals with diverse skills and talents with a common purpose -co-workers should be treated with the same collaboration and courtesies that are shown to patients

Answer 15

* Be flexible and receptive to altering the way responsibilities are performed. * Be self-confident and use self-initiative when it is time to get things done. Don’t wait to be told what to do. * Show appreciation to coworkers, don’t take advantage of them. * Think before speaking. * Do not let your emotions get involved. * First impression is not always the right one. * Share the ups and downs of the day. * “your way” may not always be the right way.

Answer 16

* Be specific about your conflict * Resist involving yourself in conflict that does not involve you. * Try to depersonalize conflict. * Be open and listen to another’s point of view. (think about how the person responded to the conflict) * Don’t always include the dentist or office manager in the conflict. * Take it away from other co-workers no involved in the conflict. * Limit the complaints to those directly involved with the conflict. * Know when the conflict is more than the conflict. * Consider a mediator if the problem gets out of control. * It’s not all about you.