NUR 4120 Leadership Chapter 21 Questions & Answers
2026 | Complete Study Guide | Latest Update | Graded A+
1. If two departments in a healthcare organization are at an impasse after
negotiations, what steps should management take to initiate the arbitration
process effectively?
Management should appoint a neutral party to listen to both
departments and provide a binding recommendation.
Management should escalate the issue to legal counsel immediately.
Management should encourage both departments to negotiate
without any third-party involvement.
Management should conduct a vote among staff to decide the
outcome.
2. Why is identifying a common goal crucial in resolving conflicts between
nurses?
It encourages the involvement of a neutral third party to resolve the
conflict.
It allows nurses to avoid discussing their emotions during the conflict.
It emphasizes the importance of previous relationships over current
issues.
Identifying a common goal helps both parties focus on shared
interests, fostering collaboration and resolution.
3. A nurse manager wants to implement a new method for delivery of patient
care. While the nurses do not all agree that primary care will be the solution,
they acknowledge that they will be able to live with and support the group's
decision. This is an example of which of the following?
Decision making
, Consensus building
Problem solving
Nursing process
4. A nurse-manager is attempting to help a group of staff members reach a
consensus on a sensitive issue. What is a consequence of using a consensus-
based approach?
There is an increased risk for similar conflict in the future.
It is likely that neither group will achieve their desired "ideal"
outcome.
One group will be perceived as the "winner" and one group as the
"loser."
A solution that is ideal to both groups will be selected.
5. What type of conflict is characterized by a manager's internal struggle
between loyalty to staff and loyalty to the organization?
Group conflict
Intrapersonal conflict
Organizational conflict
Interpersonal conflict
6. In a situation where two nurses have opposing views on patient care, how
should a nurse-manager approach the negotiation to ensure a positive
outcome?
Facilitate a discussion that leads to a mutually beneficial agreement.
Implement a solution that is quickest to execute.
, Choose one nurse's perspective to enforce as the solution.
Encourage the nurses to avoid discussing their differences.
7. A nurse manager is assisting with negotiations between two charge nurses
who are having a conflict over staff not completing assignments. Which of the
following actions should the nurse manager take?
Establish ground rules before beginning discussions between the
charge nurses
Decrease tension by holding the meeting in a communal area
Listen passively while the charge nurses are talking
Encourage the charge nurses to respond to concerns with natural
emotions
8. In a scenario where a nursing team is experiencing conflicts due to role
ambiguity after integrating LPNs and NAPs, which approach should the
manager prioritize to resolve these issues effectively?
Seek third-party consultation to mediate conflicts.
Implement structure change to define roles clearly.
Encourage behavior change among staff to adapt to new roles.
Focus on responsibility charting to assign tasks.
9. An employee who is involved in a dispute has sought the assistance of the
organization's ombudsperson. What role will the ombudsperson play in
resolving the employee's conflict?
Providing psychosocial support to employees in distress
Providing expert testimony in conflict cases
Monitoring the implementation of the terms of a conflict's compromise
, Investigating the employee's grievance against the other party
10. When is the competing approach to resolving conflict used?
When one party wins at the expense of the others
When an appropriate political strategy is necessary
When fair play is important to all involved parties
When managers need to control a volatile situation
11. What conflict management strategy involves clarifying roles and
responsibilities to resolve misunderstandings?
Behavior change
Responsibility charting
Confrontation
Third party consultation
12. The nurse leader mentors the staff on types of conflict. Which statement of
the leader describes intrapersonal conflict?
It is related to hierarchical structure and role differentiation among
employees.
It arises when a discord about policies and procedures exists.
It arises due to imbalances between the nurse's personal and
professional priorities.
It occurs due to difference in opinions with others.
13. What is the role of a neutral party in the arbitration process within a
healthcare organization?
2026 | Complete Study Guide | Latest Update | Graded A+
1. If two departments in a healthcare organization are at an impasse after
negotiations, what steps should management take to initiate the arbitration
process effectively?
Management should appoint a neutral party to listen to both
departments and provide a binding recommendation.
Management should escalate the issue to legal counsel immediately.
Management should encourage both departments to negotiate
without any third-party involvement.
Management should conduct a vote among staff to decide the
outcome.
2. Why is identifying a common goal crucial in resolving conflicts between
nurses?
It encourages the involvement of a neutral third party to resolve the
conflict.
It allows nurses to avoid discussing their emotions during the conflict.
It emphasizes the importance of previous relationships over current
issues.
Identifying a common goal helps both parties focus on shared
interests, fostering collaboration and resolution.
3. A nurse manager wants to implement a new method for delivery of patient
care. While the nurses do not all agree that primary care will be the solution,
they acknowledge that they will be able to live with and support the group's
decision. This is an example of which of the following?
Decision making
, Consensus building
Problem solving
Nursing process
4. A nurse-manager is attempting to help a group of staff members reach a
consensus on a sensitive issue. What is a consequence of using a consensus-
based approach?
There is an increased risk for similar conflict in the future.
It is likely that neither group will achieve their desired "ideal"
outcome.
One group will be perceived as the "winner" and one group as the
"loser."
A solution that is ideal to both groups will be selected.
5. What type of conflict is characterized by a manager's internal struggle
between loyalty to staff and loyalty to the organization?
Group conflict
Intrapersonal conflict
Organizational conflict
Interpersonal conflict
6. In a situation where two nurses have opposing views on patient care, how
should a nurse-manager approach the negotiation to ensure a positive
outcome?
Facilitate a discussion that leads to a mutually beneficial agreement.
Implement a solution that is quickest to execute.
, Choose one nurse's perspective to enforce as the solution.
Encourage the nurses to avoid discussing their differences.
7. A nurse manager is assisting with negotiations between two charge nurses
who are having a conflict over staff not completing assignments. Which of the
following actions should the nurse manager take?
Establish ground rules before beginning discussions between the
charge nurses
Decrease tension by holding the meeting in a communal area
Listen passively while the charge nurses are talking
Encourage the charge nurses to respond to concerns with natural
emotions
8. In a scenario where a nursing team is experiencing conflicts due to role
ambiguity after integrating LPNs and NAPs, which approach should the
manager prioritize to resolve these issues effectively?
Seek third-party consultation to mediate conflicts.
Implement structure change to define roles clearly.
Encourage behavior change among staff to adapt to new roles.
Focus on responsibility charting to assign tasks.
9. An employee who is involved in a dispute has sought the assistance of the
organization's ombudsperson. What role will the ombudsperson play in
resolving the employee's conflict?
Providing psychosocial support to employees in distress
Providing expert testimony in conflict cases
Monitoring the implementation of the terms of a conflict's compromise
, Investigating the employee's grievance against the other party
10. When is the competing approach to resolving conflict used?
When one party wins at the expense of the others
When an appropriate political strategy is necessary
When fair play is important to all involved parties
When managers need to control a volatile situation
11. What conflict management strategy involves clarifying roles and
responsibilities to resolve misunderstandings?
Behavior change
Responsibility charting
Confrontation
Third party consultation
12. The nurse leader mentors the staff on types of conflict. Which statement of
the leader describes intrapersonal conflict?
It is related to hierarchical structure and role differentiation among
employees.
It arises when a discord about policies and procedures exists.
It arises due to imbalances between the nurse's personal and
professional priorities.
It occurs due to difference in opinions with others.
13. What is the role of a neutral party in the arbitration process within a
healthcare organization?
