Question 1

The hospital administrator insinuated that overtime hours would be cut from a certain staff member's work schedule.This staff member had a history of complaining about the hospital's policies.An essential rule that the staff member needs to remember when negotiating is to:

Accepted Answer

A)  Show no fear
B)  Be ready to be intimated
C)  Complain to others about the problem
D)  Be ready for the conflict A

Question 2

After a physician reprimanded a staff nurse for not reporting the patient's vital signs,the staff nurse began experiencing a severe migraine headache.The staff nurse then asked the nurse manager if he could take a sick day and leave the unit.The staff nurse was coping with the physician's reprimand by:

Accepted Answer

A)  Displacement
B)  Denial
C)  Somatization
D)  Regression C

Question 3

A nurse manager wanted to use the nominal group process as a team development technique to help resolve conflicts on the unit.The nurse manager asked each staff member to state his or her goal,which the manager then wrote on a chalkboard for all to see.What step of the nominal group process was the nurse manager using?

Accepted Answer

A)  Listing of ideas
B)  Round-robin sessions
C)  Serial discussions for clarification
D)  Preliminary vote B

Question 4

A rural hospital was switching to computerized charting.Many of the senior nurses were feeling anxious about the changes because of the new technology involved.In what stage of conflict were the senior nurses?

Accepted Answer

A)  Latent
B)  Perceived
C)  Felt
D)  Manifest

Question 5

The licensed personnel were told that they could no longer wear different-colored scrubs as their uniforms.They were told that they had to wear white uniforms.Because the licensed personnel were unionized,they refused to continue working until they could resume wearing different-colored scrubs.The best way for the nurse manager to handle this situation would be to:

Accepted Answer

A)  Express the shared value of choice with the licensed personnel
B)  Use the nurse manager's authority and force them to comply
C)  Demonstrate acceptance of their request
D)  Explore the reason for the resistance to wearing white uniforms

Question 6

A staff member came to the in-service session upset because it was her day off.She was wearing tight,revealing clothes.The nurse manager realized that the staff nurse was demonstrating what reaction to the conflict?

Accepted Answer

A)  Sublimation
B)  Attention getting
C)  Identification
D)  Rationalization

Question 7

An equipment sales representative made frequent visits to a skilled nursing facility.During his visits,he continually asked one of the married staff nurses out to eat.The married staff nurse kept refusing his offer.One less direct way the staff nurse can deal with the equipment sales representative is to:

Accepted Answer

A)  Provide him with a copy of the sexual harassment policy
B)  Notify the medical director
C)  Lodge a complaint with the equipment company
D)  Ignore the sales representative when he comes to the unit

Question 8

The hospital administrator began the bargaining process with the staff nurses by sarcastically saying,"I know that you are intelligent people." The hospital administration was playing what dirty trick?

Accepted Answer

A)  Seducing the staff nurses
B)  Annoying the staff nurses
C)  Demeaning the staff nurses
D)  Using a smoke screen approach

Question 9

Two staff nurses were unable to resolve their differences regarding the number of assigned days they had to float to another unit.The two staff nurses agreed to ask the nurse manager to help manage this conflict by:

Accepted Answer

A)  Mediating
B)  Planning
C)  Collaborating
D)  Competing

Question 10

During the breakthrough negotiation between the hospital's unlicensed workers and the nurse manager of a unit,the nurse manager reframed a personal attack by the unlicensed workers by saying:

Accepted Answer

A)  "I don't agree with you."
B)  "I understand that you are angry."
C)  "How would you deal with the situation?"
D)  "What do you think will happen if we reach agreement?"

Question 11

The nurse manager,using the nominal group process,made a list of ways to handle conflicts on the unit.The next step was to decide who should be involved in decision making and who would be responsible for implementing that decision.This is known as:

Accepted Answer

A)  A round-robin session
B)  A negotiating session
C)  Decision charting
D)  Implementation charting

Question 12

The nurse manager of a long-term care facility was mediating an interpersonal conflict between a staff nurse and a nurse's aide who worked together on the night shift.One strategy that the nurse manager used was to:

Accepted Answer

A)  Allow each staff member to blame the other
B)  Encourage the staff nurse to tell her side of the story
C)  Allow the nurse's aide to tell the staff nurse which of her personality traits bothered him
D)  Encourage each staff member to listen to the other's point of view

Question 13

Which of the following is the most effective way to manage conflict?

Accepted Answer

A)  Avoiding
B)  Compromising
C)  Collaborating
D)  Competing

Question 14

A physician reprimanded a staff nurse in front of a patient about missing laboratory work in the chart.The staff nurse excused himself and left the room without answering the physician.The staff nurse managed the conflict by:

Accepted Answer

A)  Avoiding
B)  Accommodating
C)  Compromising
D)  Competing

Question 15

Because of an increased risk of workplace violence,an urban medical center instituted a workplace violence prevention training program.All of the following are topics that need to be included except:

Accepted Answer

A)  Risk factors that contribute to assault
B)  Information on multicultural diversity
C)  Approaches to dealing with individuals who have a stressful life
D)  Ways of dealing with hostile persons

Question 16

Because of low morale and a high level of territorialism,the unit personnel decided they wanted the administration to remove the new nurse manager.The unit personnel were exhibiting what type of behavior?

Accepted Answer

A)  Performance problems
B)  Bullying behavior
C)  Attendance problems
D)  Healthy behavior

Question 17

Although the house supervisor demanded a high quality of care,the nurse manager's request for more staffing because of increased patient acuity levels was denied.This action by the house supervisor produced what type of conflict?

Accepted Answer

A)  Intrasender conflict
B)  Person-role conflict
C)  Intragroup conflict
D)  Intergroup conflict

Question 18

A staff nurse disagreed with the nurse manager's decision not to allow smoking breaks.The staff nurse then began discussing the decision with other members of the staff who smoked.The staff nurse escalated the conflict by:

Accepted Answer

A)  Competition
B)  Bickering
C)  Constriction of others
D)  Coalition formation

Question 19

After working several years in the hospital setting,a master's-prepared nurse was hired at a local university.As a new faculty member,the nurse began to feel overwhelmed with the responsibilities of teaching,professional development,and community service.The nurse was also expected to develop on-line courses using specific software.Which type of conflict did the faculty member experience?

Accepted Answer

A)  Intrasender conflict
B)  Intersender conflict
C)  Intragroup conflict
D)  Role overload

Question 20

The union representative informed the hospital administrator that the staff members were planning to strike because of failed negotiations regarding an increase in benefits.The union representative is engaged in what type of bargaining?

Accepted Answer

A)  Principle negotiation
B)  Distributive bargaining
C)  Integrative bargaining
D)  Positional bargaining

Exam 6: Conflict Management and Negotiation