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Test Bank for Nursing Today Transition and Trends 7th Edition by Zerwekh Link download full:

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Chapter 13: Conflict Management MULTIPLE CHOICE

1. A newborn has several congenital anomalies incompatible with living beyond a month. He cannot retain formula, and his temperature drops when he is removed from the warmer. Two nurses who alternate caring for the baby argue about whether or not to attempt bottle feedings and whether he should be removed from the warmer to be held. What is the origin of the conflict described? a. Ethical values b. Nursing role concerns c. Personal goals for advancement d. Personality differences


ANS: A This situation depicts personal issues based on two separate sets of ethics or values regarding the infant’s care. One nurse places value on nutritional needs and the other on the need for bonding.

DIF: Cognitive Level: Analysis REF: Identify

p. 267 OBJ:

common factors that lead to conflict. TOP: Conflict management MSC: NCLEX®: Safe, effective care environment—management of care

2. Of the following common areas of conflict between nurses and their patients and families, which is most easily resolved? a. Issues of concern about quality of care b. Issues surrounding treatment decisions c. Issues of family involvement d. Issues about quality of parental care

ANS: A Families typically are concerned with how well their loved one is being attended to. Conflict often arises out of concerns related to quality of care. This is something that the nurse can directly address, whereas issues of treatment decisions, family involvement, and quality of parental care often require more discussion and intervention.


DIF: Cognitive Level: Comprehension

REF: p. 268

OBJ: Discuss five methods to resolve conflict. TOP:

Conflict management

MSC: NCLEX®: Safe, effective care environment—management of care

3. What is the best strategy for resolving the conflict in a situation in which two staff nurses request the same vacation weeks? a. Accommodation b. Collaboration c. Competition d. Avoidance

ANS: B Collaboration is the strategy that involves confrontation and problem solving. Needs, feelings, and desires of both parties are considered to create a winwin outcome.

DIF:

Cognitive Level: Analysis

REF:

p. 269 OBJ:

Discuss five methods to resolve conflict. TOP: Conflict management MSC: NCLEX®: Safe, effective care environment—management of care


4. On the unit in which you work, one nurse’s aide is usually pleasant and helpful; the other is often abrasive and angry. What is the most important basic guideline to be observed by a nurse who must resolve a conflict between the two nurse‟s aides? a. Deal with issues, not personalities. b. Require the aides to reach a compromise. c. Weigh the consequences of each possible solution. d. Encourage ventilation of anger and use humor to minimize the conflict.

ANS: A Dealing with the issues and not the personalities is one of seven important key behaviors in managing conflict. Issues tend to be more concrete, whereas personalities involve emotional issues.

DIF:

Cognitive Level: Analysis

REF: p. 272

OBJ:

Discuss techniques to use in dealing with difficult people.

TOP:

Conflict management

MSC: NCLEX®: Safe, effective care environment—management of care

5. One of your peers, a staff nurse, is a “potshot artist.” She often makes you the butt of innuendo or teasing digs. You are fed up and decide to take action the next


time it happens. What strategy should be considered as an effective way of dealing with a “sniper?” a. Clam up and allow the individual to fully ventilate her concern. b. Confront the individual, saying that she is wrong. c. Coldly withdraw from the individual. d. Obtain group confirmation or denial of criticism raised by the individual.

ANS: D When confronting the sniper, it is important to involve the rest of the staff to get a group consensus of denial or confirmation.

DIF:

Cognitive Level: Application

REF:

OBJ:

Discuss techniques to use in dealing with difficult people.

TOP:

Conflict management

p. 274

MSC: NCLEX®: Safe, effective care environment—management of care

6. A staff nurse who has worked on the unit for 6 months voices the following concerns to another nurse: “The clinical nurse leader of the unit often follows me into the supply room, where she stands blocking the doorway and chats. She makes opportunities to mention my good looks, muscular physique, or strength in the context of daily work. She says things like,


„You‟re so handsome, no wonder your patients like you.‟ As she talks to me, she frequently touches me on the arm, the shoulder, chest, or the hair, and if I‟m sitting, she touches my leg. Yesterday, she patted my arm and said, „You know, if we were dating, I might be able to give you lighter assignments.‟ I don‟t want to date her. I just want her to leave me alone! What should I do?” What is the best reply? a. “Don‟t be quite so honorable. Date her and see if you get better assignments.” b. “Confront her with a description of her behavior and tell her that you want her to stop.” c. “Go directly to the human relations office at the agency and tell them what you just told me.” d. “Contact your lawyer and get advice ASAP, in case she decides to turn the tables and accuse you of advances.”

ANS: B There are two ways to deal with sexual harassment in the workplace: informally by confrontation and formally through a grievance procedure, keeping a record of all


confrontations and statements in writing. The best first step is to confront the person directly.

DIF: Cognitive Level: Analysis

REF: p. 282

OBJ: Identify situations of sexual harassment in the workplace and discuss possible solutions. TOP: Conflict management MSC: NCLEXŽ: Safe, effective care environment—management of care

7.

When a nurse manager uses employment seniority to resolve a

scheduling conflict between two nurses, this is an example of a _____ strategy. a. Win-win b. Win-lose c. Lose-lose d. Compromise

ANS: B This is an example of a win-lose strategy, which underpins competition as the method of resolving the conflict. The person with the more seniority wins, and the one with the lesser seniority loses the scheduling issue. Compromise or bargaining is a modified win-lose strategy. In this instance, there is no compromise as the nurse manager uses seniority to resolve the conflict. Avoidance is a lose-lose


strategy for conflict resolution, which is unassertive and uncooperative. Win-win strategies involve collaboration and problem solving, which lead to cooperation and objectivity.

DIF:

Cognitive Level: Comprehension

REF:

p. 269 OBJ:

Discuss five methods to resolve conflict. TOP: Conflict management MSC: NCLEXŽ: Safe, effective care environment—management of care

8. The nurse manager understands that the first step in attempting to resolve an interpersonal conflict between two nurses is to: a. Determine the facts related to the situation. b. Schedule a meeting time for resolution. c. Have an accurate understanding of the problem or conflict. d. Have the determination to resolve the conflict.

ANS: C The quality of the outcome of resolving a problem depends on proper recognition and identification of the problem or issue. This assessment is best addressed by determining the nature of the differences and the reasons for them. After this has been achieved, the next steps would be identifying the conflicting facts and developing ways to implement a plan for resolution.


DIF: Cognitive Level: Comprehension

REF: p. 272

OBJ: Discuss five methods to resolve conflict. TOP:

Conflict management

MSC: NCLEX®: Safe, effective care environment—management of care

9. During a staff meeting, an upset nursing assistant tells the group that she thinks the other nursing assistants are given easier patient assignments and are always given their choice of days off. What approach by the nurse manager would be effective to resolve this conflict? a. Attempt to persuade the upset nursing assistant to calm down. b. Tell the group that this type of conversation needs to be handled privately. c. Consider transferring the upset nursing assistant to another unit. d. Acknowledge the feelings of the upset nursing assistant and make a plan to meet with her.

ANS: D Conflict negotiation requires dealing with issues, not personalities, by communicating openly, listening actively to the complaints, sorting out the issues, identifying key themes of the discussion, and weighing the consequences and options to resolve the conflict. Acknowledging the nursing assistant‟s feelings is the first step in this process.


DIF: Cognitive Level: Application

REF:

p. 272 OBJ:

Discuss five methods to resolve conflict. TOP: Conflict management MSC: NCLEX®: Safe, effective care environment—management of care 10. Considering the following terms used to label different styles of handling anger—the Sherman tank, the sniper, the constant complainer, and the clam—

which of the following comments would you expect a Sherman tank to make? a. “That sure sounded like a put-down to me.” b. “How dare you accuse me of not putting away the linen!” c. “So, you think you know everything, eh?” d. “Why do we always have to rotate shifts?”

ANS: B Sherman tanks attack individuals and have a strong need to prove to themselves and to others that their view of a situation is right. Their comments are abusive and abrupt and can be intimidating. Snipers take “potshots” at others and are not as openly aggressive as Sherman tanks. Constant complainers do just that—they complain but offer no solution. Clams also behave like their name—they clam up and refuse to respond when you need an answer or want to talk.


DIF:

Cognitive Level: Analysis

REF: p. 272

OBJ:

Discuss solutions and alternatives in dealing with anger.

TOP:

Conflict management

MSC: NCLEXŽ: Safe, effective care environment—management of care

MULTIPLE RESPONSE

1. The staff nurse understands that which of the following are effective ways to deal with a sexual harassment issue in the workplace? Select all that apply. a. Tell the person to stop. b. Tell your best friend about the incident. c. File a formal grievance. d. Explain the situation to your spouse. e. Play along with the person and document the activities. f. Threaten the person with a sexual harassment lawsuit.

ANS: A, B, C, D There are two ways to deal with sexual harassment workplace conflict: informally and formally through a grievance procedure. Start with the most direct measure. Ask the person to STOP! Tell the harasser in clear terms that the behavior makes you uncomfortable and that you want it to stop immediately. In addition, put your statement in writing to the person, keeping a copy for yourself. It is also important


to tell other people (for example, family members, friends, your personal physician, your minister) that this is happening and how you are dealing with it.

DIF:

Cognitive Level: Comprehension

REF:

p. 282 OBJ:

Discuss five methods to resolve conflict. TOP: Conflict management MSC: NCLEX®: Safe, effective care environment—management of care

2. Which of the following are common factors of conflict encountered in nursing? Select all that apply. a. Ambiguous boundaries around work responsibilities b. Unclear communication to family members about visiting hours c. Nursing assistant placing personal achievement above everything d. Chief of medicine demanding that the nurse/patient ratio be increased e. Consideration of 26-week termination of pregnancy by a physician because of mother‟s health f. Vacation schedules posted with new staff members having to work at least one day during all holidays

ANS: A, B, C, D, E, F All of these areas are potential factors that can precipitate conflict in a nursing situation—roles, communication, goals, personalities, and conflicting ethics and values.


DIF: Cognitive Level: Application REF: Identify

p. 267 OBJ:

common factors that lead to conflict. TOP: Conflict management MSC: NCLEXŽ: Safe, effective care environment—management of care

3. What is important for the nurse manager to understand about resolving conflict in the workplace? Select all that apply. a. Realize that most new graduates use competition as a form of conflict response. b. Effective role socialization reduces negative conflict behaviors among nursing staff. c. Use of collaboration to solve conflict issues is an important strategy to encourage. d. Thinking like a nurse promotes role socialization and reduces conflict. e. Nurse managers need to create working environments that facilitate professional practice. f. High self-esteem fosters entitlement-type behavior which promotes conflict.

ANS: B, C, D, E


New graduates use compromise and avoidance as primary means of conflict resolution based on current research. High self-esteem is often found in empowering workplace environments where successful positive conflict resolution occurs. Effective role socialization, positive professional practice environments, using collaboration, and thinking like a nurse are noted in effective conflict resolution situations.

Test Bank for Nursing Today Transition and Trends 7th Edition by Zerwekh  

link full download: https://bit.ly/2SJxAKR Product Details Language: English ISBN-10: 1437725678 ISBN-13: 978-1437725674 978143772567...

Test Bank for Nursing Today Transition and Trends 7th Edition by Zerwekh  

link full download: https://bit.ly/2SJxAKR Product Details Language: English ISBN-10: 1437725678 ISBN-13: 978-1437725674 978143772567...

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