Managing Conflict Flashcards Preview

MS3 Exam 3 > Managing Conflict > Flashcards

Flashcards in Managing Conflict Deck (29)
Loading flashcards...
1

The nature of conflict

-stemming from differences in goals or desires are not good or bad

-fundamental to conflict are information and perception

2

Beneficial consequences of conflict

-recognizes talents and innovative abilities

-identifies an outlet for expression of aggressive urges

-introduces innovation and change

-diagnoses problems or areas of concern

-establishes unity

3

Harmful consequences of conflict

-negative effect on emotional and physical well-being

-emphasis on personal welfare over that of the group

-diversion of time and energy from important goals

-financial and emotional costs

-personal fatigue

4

Maintaining an environment supportive of professional communication enables....

conflict to be handled appropriately with positive outcomes

5

Empathy

-feeling what the other person is feeling and seeing the situation as he/she sees it

-believing that the other person's feelings are valid, legitimate and justified

6

Equality

-all participants in the process are equal

-respect for individual differences is apparent

-people are comfortable expressing themselves freely and openly

7

Openness

-feelings and thoughts stated directly and honestly

-no attempt to disguise real object of disagreement

8

Positiveness

-using agreement as a basis for approaching disagreements and impasses

-conflict is viewed as positive

9

Supportiveness

**
-feelings expressed with spontaneity rather than strategy

-requires flexibility and a willingness to change personal opinions/positions

10

Conflict Resolution

-conflict is seldom created intentionally

-may occur because of lack of awareness of how our own behavior contributes to interpersonal problems

11

First step to conflict resolution

-recognize one's own conflict resolution style

12

Common conflict resolution styles

-avoidance
-accommodation
-force
-compromise
-collaboration

13

Avoidance

one person uses passive behaviors and withdraws from the conflict; neither person is able to pursue goals

14

Accommodation

one person puts aside his/her goals in order to satisfy the other person's desires

15

Force

one person achieves his/her own goals at the expense of the other person

16

Compromise

both people give up something to experience partial goal attainment

17

Collaboration

both people actively try to find solutions that will satisfy them both

18

Second step to conflict resolution

engage in active listening

-reduces the emotional charge from the situation

-active listening techniques

19

Active listening techniques

-paraphrasing
-reflecting
-open questioning
-acknowledging
-summarizing
-framing
-reframing

20

Third step of conflict resolution

all people involved must view their conflict as a problem to be solved mutually

21

When conversation is escalating...

move to private location

22

How to speak when there is a conflict

normal tone of voice

-use "I" messages

-maintain eye contact

-open body stance with hands at your side or open towards the individual (not invading their space)

23

Do not physically back away unless...

you perceive you are actually in physical danger

24

Offer _______, but do not make excuses

explanations

25

If you say you will take care of something, or report something, or change something....

do it

26

Promoting a Professional Nursing Image

-use positive communication techniques

-provide a safe environment in which patients and coworkers can ask questions and learn

-focus energy toward solving conflict

-maintain clear, open, sensitive communication

27

Constructive Conflict

-results in either:

-improved client care or

-improved work satisfaction or

-improved communication among the work group

-presents opportunity to stimulate desired change that benefits the organization

28

Destructive Conflict

-causes stress and interferes with the quality of client care provided

-decreases work satisfaction

-decreases effectiveness of communication between coworkers

29

Communication Techniques

-cool down and think about the message you want to send

-do it in private

-speak in normal tone of voice

-use "I" messages

-maintain eye contact

-open body stance

-offer explanations not excuses

-follow through