MODULE 9 PRT 2

Conflict

A situation in which differences in goals, values, beliefs, or actions create disagreement among individuals or groups within an organization.

Conflict

What condition is considered a normal part of organizational life and may serve as a trigger for necessary changes?

Intrapersonal conflict.

What level of conflict occurs within the thoughts, values, or feelings of a single person?

Interpersonal conflict.

A disagreement develops between two nurses regarding how to perform a particular procedure. What level of conflict is demonstrated?

Intragroup conflict.

Members of one nursing unit disagree about the distribution of assignments. What type of conflict is this?

Intergroup conflict

Two hospital departments disagree over the allocation of limited medical equipment. What level of conflict is illustrated?

Intrapersonal.

Interpersonal.

Intragroup.

Intergroup.

Enumerate the four levels at which conflict may occur.

Organizational dysfunction.

What term describes a conflict that interferes with the proper functioning and effectiveness of an organization?

Greater sensitivity to an issue.

What positive result of conflict occurs when disagreement encourages people to become more attentive to an issue?

Increased creativity.

When disagreement encourages employees to generate original ideas and explore new approaches, what positive effect of conflict is demonstrated?

Recognition of legitimate differences.

What benefit of conflict occurs when employees recognize that differences in opinions and values are legitimate within an organization?

Greater sensitivity to an issue.

Increased creativity.

Recognition of legitimate differences.

Motivation to improve performance and effectiveness.

Awareness of costs versus benefits.

Enumerate the five positive results of conflict

Competitive conflict

Disruptive conflict.

Two Main Types of Conflict

Competitive conflict.

What type of conflict occurs when competing groups pursue the same objective, but only one group can achieve it?

Disruptive conflict.

A disagreement is characterized by fear, anger, stress, and the desire to eliminate the opposing party. What type of conflict is described?

Competitive conflict.

Which type of conflict follows established rules and is characterized by one side winning while the other loses?

Disruptive conflict.

Which type of conflict lacks mutually acceptable rules and focuses on eliminating the opponent?

Focus on solution

What approach keeps individuals focused on addressing the disagreement rather than blaming one another?

Active listening.

What conflict-resolution principle requires giving full attention to another person's concerns before responding?

Focus on solution.

Active listening.

Clear communication.

Find a compromise.

Maintain relationship.

Enumerate the five principles of conflict resolution.

1. Collaborating (Win-win situation)

2. Compromising ( Middle ground)

3. Accommodating (Yielding/surrendering)

4. Competing (WIn-lose)

5. Avoiding (Withdrawing)

Conflict resolution strategies

1. Lose-lose strategy

2. Majority rule

2 other conflict resolution strategies

Collaborating

Which strategy combines strong assertiveness with strong cooperation to develop a solution that satisfies all parties?

Compromising

What conflict-resolution strategy involves both parties giving up something to reach an acceptable middle ground?

Accommodating

Which strategy occurs when one party gives priority to the other party's wishes to preserve a relationship?

Competing

What strategy emphasizes achieving one's own objective, even if the opposing party does not achieve theirs?

Avoiding

Which strategy involves withdrawing from or postponing a disagreement rather than addressing it directly?

Collaborating

Identify the strategy that represents a high-assertiveness, high-cooperation approach.

Compromising

Identify the strategy that represents a middle-ground approach in which neither party gets everything they want.

Accommodating

Identify the strategy characterized by low assertiveness and high cooperation.

Avoiding

Identify the strategy characterized by low assertiveness and low cooperation.

Collaborating

What strategy is most appropriate when both parties want to develop a creative solution that fully addresses their concerns?

Accommodating

What strategy may be useful when an issue is relatively unimportant to one party but maintaining a good relationship is important?

Competing

What strategy may be useful when a rapid decision is necessary to protect patient safety during an emergency?

Avoiding

What strategy may resolve a minor disagreement temporarily but allow the underlying problem to remain unresolved?

Compromising

What strategy may quickly resolve a deadlock but leave both parties less than fully satisfied?

Lose-lose strategy.

What strategy results in a settlement that leaves neither party satisfied?

Majority rule.

What method settles a disagreement by selecting the option supported by the majority of votes?

Lose-lose strategy.

Majority rule.

Enumerate the two additional conflict-resolution approaches discussed in your notes.

Common purpose

Relevant discussion

Agreed terminology

Facts

Trade-offs

Listen

Persuasion

Personal element

Logic

Real interests

Enumerate the Ten Commandments for Negotiators

Critical thinking.

What cognitive process involves examining assumptions, interpreting evidence, analyzing alternatives, and reaching a reasoned conclusion?

Common sense.

Knowledge.

Experience.

What three basic elements contribute to the development of critical-thinking ability

General critical-thinking competencies.

Specific critical-thinking competencies in clinical situations.

Specific critical-thinking competencies in nursing.

Enumerate the three categories of critical-thinking competencies.

Developing critical thinking

Problem-solving.

Decision-making.

Identify the three major processes associated with general critical-thinking competencies.

What do you know about the current issues?

How are evidences interpreted?

How are the arguments to be evaluated?

What are possible alternatives, and why?

What is the best alternative?

What questions should a nurse ask when examining a problem or making a decision?

Outcome-directed or goal-oriented.

Open to new ideas.

Flexible and adaptable.

Willing to change and accept challenges.

Innovative.

Creative.

Assertive

Enumerate the characteristics of an expert critical thinker

Decision-making.

What process involves selecting one course of action from several possible alternatives based on available information?

Define the problem.

Assess all options.

Weigh all options against criteria or standards.

Test possible options.

Consider the consequences of the decision.

Make a final decision.

Enumerate the six steps of decision-making

Nursing process.

What framework helps nurses identify actions that will move patients toward expected outcomes during clinical decision-making?

Client care.

Manpower resources.

Hospital resources.

In nursing management, what areas may a nurse manager consider when exercising clinical judgment?

Whether decisions.

Which decisions.

Contingent decisions.

Enumerate the three kinds of decisions

Whether decision.

What type of decision requires choosing whether to take an action or not, with the final answer being yes or no?

Which decision.

What type of decision involves choosing one option from several alternatives according to predefined criteria?

Contingent decision.

What type of decision is made in advance but will only be implemented if certain conditions or events occur?

Criteria table.

Weighted criteria table.

What tools may help evaluate alternatives in a which decision?

Win-win.

Win-lose.

Disagreement and collaboration.

Solution-shaping.

Enumerate the four decision-making models or approaches discussed in your notes.

Win-win model.

What decision-making model aims to develop an outcome in which all parties can accept the solution and benefit from it?

Win-lose model

What model involves advancing the interests of one individual or group at the expense of another?

Disagreement and collaboration.

What model produces better decisions when disagreements are openly examined through cooperation and collaboration?

Solution-shaping.

What decision-making approach focuses on modifying an unpopular proposal rather than pressuring people to change their opinions?

High-quality decisions.

Creative decisions.

Decisions that are understood.

Decisions that are accepted and owned.

What four characteristics may result when disagreement is openly explored through collaboration and cooperation?

Solution-shaping.

What model is demonstrated when a manager modifies a proposed solution to address the concerns of employees who initially oppose it?

Win-lose.

What model is demonstrated when a decision benefits one group but disadvantages another?

Win-win.

What model seeks an outcome that accommodates the interests and purposes of all parties involved?

Probability theory.

What decision-making tool uses historical data and predictable patterns to help assess uncertainty and risk?

Decision tree.

What graphical tool allows managers to visualize alternative courses of action and their possible outcomes?

Decision tree.

What type of diagram helps managers compare possible choices by examining risks, information needs, and outcomes over time?

Primary decision.

Number of alternatives.

Possible alternative outcomes.

Enumerate the three main elements identified in your notes as parts of a decision tree.

Queuing theory.

What mathematical approach examines waiting lines to determine an appropriate balance between service demand and available service capacity?

Queuing theory.

What decision-making tool can help hospitals identify bottlenecks in patient flow in emergency departments and outpatient departments?

First In First Out (FIFO).

Last In First Out (LIFO).

Processor Sharing (PS).

Enumerate the three queuing disciplines

First In First Out (FIFO).

Which queuing discipline serves patients according to their order of arrival?

Last In First Out (LIFO).

Which queuing discipline serves the most recently arrived patient first?

Processor Sharing (PS).

Which queuing discipline allocates service equally among the individuals being served?

Linear programming.

What mathematical tool uses equations or matrix algebra to determine the best use of limited resources to achieve maximum results?

Team

What do you call a group of people who combine their individual abilities to accomplish a shared objective?

Team building.

What process helps members work together more efficiently and productively toward common goals?

Task aspect.

Relationship aspect.

What two major aspects of group performance should team building address to improve overall efficiency?

Has defined goals.

Is adaptable.

Demonstrates role flexibility

Enumerate the characteristics of an effective team

Initiator-contributor.

Which group member introduces ideas, redefines problems, proposes solutions, clarifies objectives, and suggests agenda items?

Information seeker.

Which member is responsible for gathering information and collecting data needed by the group?

Information giver.

Which member shares information, personal experiences, and inferences that may help the group?

Opinion seeker.

Which member asks questions to clarify issues and identify the viewpoints or values reflected in other members' suggestions?

Opinion giver.

Which member expresses what values or viewpoints the group should consider important?

Elaborator

Which member expands on suggestions, provides examples, and predicts possible outcomes?

Coordinator

Which member connects different ideas and suggestions contributed by other group members?

Orienter

Which member summarizes the group's discussions and actions to maintain direction?

Evaluator-critic.

Which member assesses the quality and quantity of the group's accomplishments against established standards?

Energizer

Which member encourages and motivates the group to achieve its objectives effectively?

Procedural technician.

Which member prepares the environment and supplies the tools needed to support group activities?

Recorder

Which member records the group's activities, decisions, and achievements

Initiator-contributor.

Information seeker.

Information giver.

Opinion seeker.

Opinion giver.

Elaborator.

Coordinator.

Orienter.

Evaluator-critic.

Energizer.

Procedural technician.

Recorder.

Enumerate all twelve task roles of group members