Chapter 15: Welcome to Conflict

Chapter 15: Welcome to Conflict

 

Complete Chapter Questions With Answers

 

Sample Questions Are Posted Below

 

Multiple Choice

Identify the choice that best completes the statement or answers the question.

 

____     1.   Poorly managed conflict:

1.	is inevitable.
2.	is a result of putting nurses in management roles.
3.	results in lowered productivity.
4.	is caused by autocratic managers.

 

 

____     2.   Well-managed conflict:

1.	can stimulate competition.
2.	identifies legitimate differences.
3.	serves as a strong motivator for employees.
4.	All of the above are correct.

 

 

____     3.   Conflict is best handled by:

1.	managing it.
2.	avoidance behavior.
3.	aggressive management.
4.	passive management.

 

 

____     4.   Category-two conflict, or mental struggle resulting from incompatible or opposing needs, drives, wishes, or internal or external demands, is best demonstrated by which scenario?

1.	Students compete for front-row seating in the classroom.
2.	A student disagrees with an instructor’s point of view.
3.	A student is unhappy with her clinical assignment due to attitudes of staff.
4.	Two nurses bicker over who gets which patient assignments.

 

 

____     5.   Category-three conflict is best demonstrated by which scenario?

1.	Students compete to register early for favorite classes.
2.	Two nurse’s aides argue about whose turn it is to take care of a belligerent patient.
3.	A husband and wife argue about the time the wife spends on her nursing studies.
4.	Faculty compete for merit raises.

 

 

____     6.   In order for you to understand conflict, you must be able to:

1.	quickly judge the behavior of those involved.
2.	identify the conflict and its category.
3.	manage the conflict yourself.
4.	realize that conflict is inevitable.

 

 

____     7.   A strong and frequent cause of conflict for licensed practical nurses (LPNs) is:

1.	scarce resources.
2.	family problems.
3.	unclear roles.
4.	competition among staff nurses.

 

 

____     8.   As an LPN charge nurse, one of the best actions you can take when there is a problem of scarce resources is to:

1.	be proactive and manage potential conflict.
2.	wait until a decision has to be made.
3.	keep everyone at a distance.
4.	do nothing and wait until your supervisor gives you directions.

 

Answer Section

 

MULTIPLE CHOICE

 

1. ANS:  3

Poorly managed conflict can create distance and distrust among employees and lead to lowered productivity or less attention to the quality indicators of patient care.

 

PTS:   1                    REF:   Chapter: 15    OBJ:   Objective: 1

KEY:  Content Area: Conflict | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Knowing

 

2. ANS:  4

Well-managed conflict can stimulate competition, identify legitimate differences and problems in an organization, and serve as a strong motivator for employees.

 

PTS:   1                    REF:   Chapter: 15    OBJ:   Objective: 1

KEY:  Content Area: Conflict | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Knowing

 

3. ANS:  1

Currently, sociologists say that conflict should not be encouraged or discouraged, but when it occurs, it must be managed.

 

PTS:   1                    REF:   Chapter: 15    OBJ:   Objective: 4

KEY:  Content Area: Conflict | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Knowing

 

4. ANS:  1

When individuals or groups of people participate in a mental struggle resulting from incompatible or opposing needs, drives, wishes, or external or internal demands, they have a category-two conflict. This is a conflict that often focuses on the distribution of scarce resources.

 

PTS:   1                    REF:   Chapter: 15    OBJ:   Objective: 2

KEY:  Content Area: Conflict | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Knowing

 

5. ANS:  2

The third category of conflict is a hostile encounter or a collision.

 

PTS:   1                    REF:   Chapter: 15    OBJ:   Objective: 2

KEY:  Content Area: Conflict | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Knowing

 

6. ANS:  4

Conflict is a reality that is present in all aspects of life, and also in all organizations because of their complexity and the multiple interactions of those who work in these organizations. Conflict is inevitable.

 

PTS:   1                    REF:   Chapter: 15    OBJ:   Objective: 1

KEY:  Content Area: Conflict | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Understanding

 

7. ANS:  3

Unclear roles for LPNs are a potential source of conflict. The way that LPNs are assigned in healthcare often leads to unclear roles. To alleviate or prevent any conflict when a change in assignment is taking place, the LPN should clarify with management the extent of the role and the length of time this change will remain in effect.

 

PTS:   1                    REF:   Chapter: 15    OBJ:   Objective: 2

KEY:  Content Area: Conflict | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Knowing

 

8. ANS:  1

A problem of scarce resources calls for you to be proactive and manage potential conflicts before they escalate into unmanageable situations.

 

PTS:   1                    REF:   Chapter: 15    OBJ:   Objective: 3

KEY:   Content Area: Conflict | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Understanding