Flashcards in Ch 13 Conflict Management Deck (18)
What are common causes of conflict between nurses and patients? (5)
1. Quality of Care
2. Treatment decisions
3. Family involvement
4. Quality of parental care
5. Staff inconsistency
is a win-lose situation. The use of power occurs, usually used to resolve conflict when one person has more power than the other
is a lose-lose situation. Conflict does not get resolved and neither party is satisfied
is a lose-win situation. One person accommodates the other person at own expense to avoid conflict, but feels resentful and angry
is a modified win-lose situation. Recognized the importance of both the resolution of the problem and the relationship between the two people.
is a win-win solution to conflict. The needs and feeling of both parties are addressed, it deals with confrontation and problem solving.
Sherman tanks (difficult people)
Are the attackers. These people abusive, abrupt, and intimidating. Always have to prove themselves right. Devalue people who are not confident
How do deal with a "Sherman tank"?
Stand up for yourself
Give them little time to rant
Sometimes, it is necessary to be rude;get your word in.
Make them sit down
Dont argue with them or cut them down
Snipers (difficult people)
They are not as openly aggressive as the Sherman tanks. These people use innuendos, digs, and non-playful teasing as weapons. Undercut people to make them feel bad.
How to deal with a Sniper?
Expose the attack. Ask them very calmly "that sounded like a put down, did you mean it that way?"
Obtain group confirmation. (does anyone else feel this way?)
Constant complainers (difficult people)
Feel like they are powerless so they draw attention -- but rarely action -to their problem
How do deal with a constant complainer?
Listen to their complaints
Dont necessarily agree with them
Move into problem solving mode by asking specific informative questions
Clams (difficult people)
Refuse to respond when you need an answer or want to have a discussion
How to deal with a clam?
Use open-ended questions to get them to open up
Wait for a response
Be attentive when they finally open up
What is anger?
Guilt and resentment. Accumulate over time and lead to a cycle of negative energy that poisons personal growth and relationships
How to deal with anger?
Refocus on the positive.
Pay attention to your breathing.
refers to the conduct, typically experienced as offensive in nature, in which unwanted sexual advances are made in the context of a relationship of unequal power of authority."