1
Q
What are some barriers to communication?
A
- stereotyping
- agreeing and disagreeing
- Being defensive
- Challenging
- Probing
- Testing
- Rejecting
- changing topic and subjects
- Unwarranted reassurance
- Passing judgment
- Giving common advice
2
Q
How would you conduct proper communication with someone whose primary language is not English?
A
- Avoid buzz words, slang, technical jargon
- Speak clearly and directly to the client
- Select gestures with care
- Listen to client’s words, watch gestures
- thoughts may appear disordered when language is a real problem
3
Q
What are the three types of expressing self?
A
- Aggressive
- Passive
- Assertive
4
Q
What is an aggressive expression of self?
A
Focus is primarily on own needs, can become impatient when needs are not satisfied
5
Q
What are the signs that someone has an aggressive expression of self?
A
- loud, heated, arguing
- Physically violent encounters
- blaming, name-calling, verbal insults
- Walking out of arguments before they are resolved
- Being demanding
6
Q
What is a passive expression of self?
A
When someone focuses primarily on the needs of others and often deny selves power, causing frustration
7
Q
What are some signs that someone is passive?
A
- Concealing one’s own feelings
- Denying one’s own anger
- Feeling that one has no right to express anger
- Avoiding arguments
- Being noncommittal
8
Q
What is an assertive expression of self?
A
when someone declares and affirms their opinions while respecting the rights of others to do the same
9
Q
What are some signs that someone is assertive?
A
- Strikes a balance between aggression and passivity
- Expressing feelings without being nasty or overbearing
- Acknowledging emotions by staying open to discussion
- Expressing self, giving others a chance to express themselves equally
- Using “I” statements to defuse arguments
- Asking and giving reasons
- Promotes client safety by minimizing miscommunication
10
Q
What is positive reinforcement?
A
- Positive reinforcement provides a reward for the desired behavior
- A pleasant experience such as praise and encouragement in fostering repetition of n action
- Motivation to follow through with plans and goals is provided by positive reinforcement or rewards
11
Q
What are the types of conflict?
A
- Intrapersonal
- Interpersonal
- Intergroup
- Intraorganizational
12
Q
What does overt mean with regard to conflicts?
A
The conflict is addressed openly
13
Q
What does covert mean with regard to conflicts?
A
The conflict is not discussed and may be ignored or avoided
14
Q
What are some typical causes of conflict?
A
- Miscommunication
- Inaccurate information
- Mistrust
- Ambiguous role expectations
- Ineffective teamwork
- Inadequate project planning
- Ineffective leadership
15
Q
What are some typical responses to conflict?
A
- Avoidance
- Accommodation
- Competition
- collaboration
16
Q
What is accommodation?
A
- When the individual tries to make the situation better by cooperating with the individual with whom he or she is in conflict with
- The goal is to eliminate conflicts as quickly as possible
17
Q
What are some ways to prevent conflict?
A
- Clear communication is essential
- Identify potential issues
- Manage stress
18
Q
What are some ways to deal with a hostile or aggressive staff member?
A
- First response: Communicate control to the staff member
- Insert calm into the situation
- try to move hostile staff member to a private place
- May need to simply walk away
19
Q
How can conflicts with patients and families be resolved?
A
- Setting limits
- Clients or families should never be allowed to demonstrate anger inappropriately
- Inappropriate demonstrations of anger, including hostile verbal or physical behaviors should be reported immediately to the team leader or charge nurse
- Consider cultural differences
- Listening, communication critical
- Tolerance of acts of aggression may lead to escalation
20
Q
Describe bullying
A
- abuse and mistreatment of someone vulnerable by someone stronger or more powerful
2, Acts or written or spoken words intended to intimidate or harass a person or to cause physical harm to a person or his or her property
21
Q
Describe verbal abuse
A
Malicious, repeated, harmful mistreatment of an individual with whom one works
22
Q
Describe horizontal violence
A
Aggressive acts committed against a nurse by one or more nursing colleagues
23
Q
Describe incivility
A
- the quality or state of being uncivil
2. Rude or unsociable speech or behavior
24
Q
What are some key behaviors of someone who acts with incivility?
A
- rude comments
- offensive or condescending language
- Name-calling
- Public criticism
- Ethnic or sexual jokes
- Screaming
- Attacking a person’s integrity
- Disregard for interdisciplinary input about pt care
25
What are some key behaviors of bullying?
1. persistent hostility
2. Regular verbal attacks
3. Repeated physical threats
4. Refusal to assist with duties
5. Write retaliatory comments about the nurse to the nurse manager
6. Taunting the nurse in front of others
7. Speaking negatively about the nurse to administrators
26
What are some key behaviors of horizontal/lateral violence?
1. Complaints shared with others without first discussing with the individual
2. sarcastic comments
3. withholding support
4. Ignoring or discounting individual's input
5. Insulting, condescending, patronizing, behaviors
27
What should reports of bullying in the workplace include?
1. Date
2. Time
3. Description of events
4. Identification of witnesses
28
Differences in status and authority within the health-care team can generate conflict. What is the most common cause of conflict?
1. Disrespect and incivility
2. Inappropriate language and sarcasm
3. Blaming and finger pointing
4. Physical violence
The correct answer is: Disrespect and incivility
Disrespect and incivility are the leading cause of conflict within health-care teams
The other options and cause conflict but less likely to when compared with disrespect and incivility.
29
What is the purpose of learning how to negotiate conflict?
1. Eliminate conflict entirely
2. Resolve conflicts more effectively
3. Win
4. Eliminate stress
The correct answer is: Resolve conflicts more effectively.
The use of negotiating skills can resolve conflicts more effectively by helping differing parties see each other as people with similar needs and concerns instead of as competitors or blocks in the way of progress.
Eliminating conflict entirely is something that is difficult to achieve
The purpose of negotiation is to build consensus and agreement between parties, not to win more for you or your side.
Negotiating can be stressful, however, the outcome of a good negotiation would be reduced stress caused by the conflict.
30
Patient census on your unit has increased dramatically forcing nurses to work overtime and short-staffed. As a nurse manager, you know that workflow change can cause conflict in the workplace. What can the nurse manager do to reduce possible conflict among the team? Select all that apply.
1. Monitor the quality of patient care
2. Have each nurse every shift come in an hour early and stay an hour late
3. Assess the equity of nursing assignments
4. Give special privileges to special nurses
5. Ensure that supplies and equipment are readily available
The correct answers are: Monitor the quality of patient care, Assess the equity of nursing assignments and Ensure that supplies and equipment are readily available.
Observing the quality of patient care will allow the nurse manager to see that no patient care is missed. Ensuring that supplies and equipment are readily available will alleviate hoarding or competition for limited resources. Keeping the patient care assignments equitable will allow for prompt intervention should workloads become unmanageable and will give all nurse an equal number of patients and level of acuity decreasing conflict.
Have each nurse every shift come in an hour early and stay an hour late does not alleviate the conflict of unmanageable workloads during most of the shifts. An hour before and after regular shift hours will not help unit workloads.
Give special privileges to special nurses will promote competition, favoritism, and possibly jealousy.
