Chapter 23: Conflict: The Cutting Edge of Change

Chapter 23: Conflict: The Cutting Edge of Change

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

MULTIPLE CHOICE

1. A group of staff nurses is dissatisfied with the new ideas presented by the newly hired nurse manager. The staff wants to keep their old procedures, and they resist the changes. Conflict arises from:

ANS:   B

The nurse manager should serve as a change agent, assisting others in understanding the importance, necessity, impact, and process of change.

REF:    Page 467         TOP:    AONE competency: Leadership

2. Two staff nurses are arguing about working on holidays. In trying to resolve this conflict, the nurse manager understands that interpersonal conflict arises when:

ANS:   B

By definition, conflict involves a difference in perception between two or more individuals.

REF:    Page 466         TOP:    AONE competency: Leadership

3. The nurse manager is aware that conflict is occurring on her unit; however, she is focused on preparing for a state health department visit, so she ignores the problem. A factor that can increase stress and escalate conflict is:

ANS:   A

Purposeful avoiding is an appropriate strategy when the conflict is interpersonal and the individuals involved in the conflict have the necessary skills and insight to be able to own the problem and solve it themselves. When these conditions are not present and avoidance is not purposeful, then avoidance can increase stress and escalate conflict.

REF:    Pages 445, 446                        TOP:    AONE competency: Leadership

4. The nurse manager decides to use a mediator to help resolve the staff’s conflict. A basic strategy for truly addressing this conflict is to:

ANS:   D

The manager must determine if a conflict is constructive or destructive. In this situation, the manager has determined that the conflict is destructive and does not want the conflict to escalate, so has engaged a mediator.

REF:    Page 447         TOP:    AONE competency: Business Skills

5. Sarah, a staff nurse on your unit, witnesses another nurse striking a patient. Sarah wants to remain friends with her colleague and worries that confrontation with her colleague or reporting her colleague will destroy their relationship. Sarah is experiencing which type of conflict?

ANS:   A

Intrapersonal conflict occurs within a person when confronted with the need to think or act in a way that seems at odds with one’s sense of self. Questions often arise that create a conflict over priorities, ethical standards, and values. Some issues present a conflict over comfortably maintaining the status quo and taking risks to confront people when needed, which can lead to interpersonal conflict.

REF:    Page 466         TOP:    AONE competency: Communication and Relationship-Building