Question 1

What is the best strategy for resolving the conflict in a situation in which two staff nurses request the same vacation weeks?

Accepted Answer

A)  Accommodation
B)  Collaboration
C)  Competition
D)  Avoidance B

Question 2

A nurse feels angry over a patient assignment and feels that assignments always include the "bad ones." What is the best way to control this anger?

Accepted Answer

A)  Ignore the negative feelings.
B)  Talk about the charge nurse in order to vent.
C)  Face this anger and determine what is being felt.
D)  Refuse to speak to any coworkers for fear of lashing out. C

Question 3

Which statement by the nurse is true regarding sexual harassment?

Accepted Answer

A)  "Sexual harassment no longer occurs in the workplace."
B)  "Sexual harassment is only caused by men."
C)  "The most common sexual harassment complaint is inappropriate remarks and touching."
D)  "Nothing can be done to prove sexual harassment." C

Question 4

Which of the following are common factors of conflict encountered in nursing?

Accepted Answer

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 healthF) Vacation schedules posted with new staff members having to work at least one day during all holidays

Question 5

What is important for the nurse manager to understand about resolving conflict in the workplace?

Accepted Answer

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 that promotes conflict.

Question 6

What are some positive results that can come from conflict?

Accepted Answer

A)  Disturbing issues are brought out,which may lead to more serious conflict.
B)  Group cohesiveness may increase as individuals resolve issues.
C)  Results of conflict can be constructive.
D)  Groups can learn from each other.
E)  Talking about issues can avert serious conflict.

Question 7

A female nurse is experiencing sexual harassment in the workplace by a male nurse.Which action should this nurse take to stop the sexual harassment?

Accepted Answer

A)  Ignore the comments made by the male nurse.
B)  Laugh about the comments.
C)  Tell the male nurse to stop.
D)  Begin to sexually harass the male nurse.

Question 8

During a staff meeting,an upset nursing assistant tells the group that 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?

Accepted Answer

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.

Question 9

The nurse manager is attempting to resolve an interpersonal conflict between two nurses.Which action below should be done first?

Accepted Answer

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.

Question 10

What can staff nurses do to reduce conflict with patients and families?

Accepted Answer

A)  Allow nurses to enforce what they feel comfortable with.
B)  Keep treatment decisions between the patient and health care team only.
C)  Do not allow family to participate in patient care.
D)  Maintain consistency in enforcing rules and policies.

Question 11

A nurse is caring for an older adult patient when conflict regarding treatment arises between the family and the health care provider.What can the nurse do to resolve this conflict?

Accepted Answer

A)  Defend the health care provider's treatment,and try to explain it to the family.
B)  Try to convince the family that the health care provider knows what is best for the patient.
C)  Allow the family to participate in the decision-making process for their loved one.
D)  Encourage the family to speak directly to the health care provider regarding treatments.
E)  Clarify the health care provider's order with the family.

Question 12

A nurse is frustrated about being scheduled on a holiday that had been requested off,but a new nurse with less seniority was given the holiday off.Which action by the nurse shows accommodation?

Accepted Answer

A)  The nurse works out a schedule change with the new nurse.
B)  The nurse doesn't mention the issue but feels angry and frustrated.
C)  The nurse works the holiday while the new nurse has the day off.
D)  The nurse requests to have the day before the holiday off.

Question 13

One of your peers,a staff nurse,is a "potshot artist." This nurse 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"?

Accepted Answer

A)  Clam up and allow the individual to fully ventilate her concern.
B)  Confront and tell the individual he/she is wrong.
C)  Coldly withdraw from the individual.
D)  Obtain group confirmation or denial of criticism raised by the individual.

Question 14

To resolve a scheduling conflict,a nurse manager is using employment seniority.The nurse manager interprets this as

Accepted Answer

A)  a win-win strategy.
B)  a win-lose strategy.
C)  a lose-lose strategy.
D)  a compromise.

Question 15

A nurse is aware that an area of conflict between nurses and patients' families is quality of parental care.Which action would not help the nurse reduce conflict?

Accepted Answer

A)  Become frustrated with the parents for lack of participation in care.
B)  Model positive parenting techniques.
C)  Encourage parents to meet other parents.
D)  Give out information about parenting classes.

Question 16

A newborn has several congenital anomalies incompatible with living beyond 1 month.The newborn cannot retain formula,and the temperature drops when the newborn is removed from the warmer.Two nurses who alternate caring for the baby argue about whether or not to attempt bottle feedings and whether the newborn should be removed from the warmer to be held.What is the origin of the conflict described?

Accepted Answer

A)  Ethical values
B)  Nursing role concerns
C)  Personal goals for advancement
D)  Personality differences

Question 17

What actions can a nurse implement into daily practice to reduce conflict?

Accepted Answer

A)  Deal with issues and not personalities.
B)  Worry about themselves and no one else.
C)  Communicate openly.
D)  Listen actively.
E)  Sort out issues.

Question 18

Which action by the nurse has a potential for creating role conflict?

Accepted Answer

A)  Arguing that the nurse on the next shift is responsible for weighing a patient
B)  Failing to discuss differences with a coworker the nurse is angry with
C)  Placing the nurse's personal achievement over that of coworkers
D)  Trying to change another nurse's personality

Question 19

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?

Accepted Answer

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.

Question 20

What action(s)by the staff nurse is an effective way to deal with a sexual harassment issue in the workplace?

Accepted Answer

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.

Exam 13: Conflict Management