Nursing 321 Exam 1 Conflict Resolution
Review Questions and Answers
Conflict ✅•When two or more people want different things
•Conflict may be:
• Within people (intrapersonal).
• Between people (interpersonal).
• Within groups (intragroup).
• Between groups (intergroup).
--> Conflict is a natural part of life.
--> Conflict can be good or bad, depending on how we deal with it
--> Conflict resolution skills will help you in personal and work relationships, as part of a
team, and as a leader.
Conflict & the Amygdala ✅•The amygdala is a part of the brain's emotional system. It
can cause a person to go into default behavior based on what the person remembers
about past situations.
•This part of the brain is the "fight or flight" mechanism. It is there to protect us when we
are threatened.
•In learning to manage conflict, it is important to remember that people who are
emotional, angry, or acting out are sometimes reacting to something in which you had
no role.
•They are reacting to past trauma that has been brought to the forefront by this new
experience.
Conflict Can be a Good Thing ✅•Handled properly, conflict can be a good thing for a
person or company.
•Opposing views and different perspectives help an organization grow.
• New strategies and solutions can be developed from a thorough discussion by those
who do not necessarily agree.
, Conflict styles ✅•Everyone has different ways that they handle conflict:
-Avoiding
-Accommodating
-Forcing/competing/dominating
-Compromising
-Collaborating
Avoiding (conflict style) ✅Issue and relationship both are insignificant.
Accommodating (conflict styles) ✅Relationship is more important than the issue.
Forcing/competing/dominating (conflict styles) ✅The issue is more important than the
relationship.
Compromising (conflict styles) ✅Cooperation is important (give a little, get a little).
Collaborating (conflict styles) ✅Relationship and issue are both important (takes more
time).
Conflict Scenario ✅-Jane has been following the night shift nurse for the past two days
and each time she comes in, she feels like she is over-burdened with tasks left over
from the day-shift nurse which she has to deal with before she can start her night.
-Ariel, the day shift nurse has felt harried the past two days. The day shift has been
popping busy and even though she feels sorry for having to leave some of her tasks for
night shift nurse, Jane, she feels justified in doing so; after all nursing is a 24hour job!
-A conflict is brewing because Jane is nearing her tolerance peak and is about to
escalate. Ariel can feel the unspoken vibe and is waiting for Jane to "bring it on".
--> If you were one of these two nurses, how do you think you would handle the
situation?
--> Which conflict style would you lean toward?
--> What do you think is the best way for them to handle this?
Analyzing Conflict Style ✅•What is your Conflict Style, and is it working for you?
•When analyzing your conflict style in a particular situation, ask the following questions:
•How is this conflict style working for you?
•What are your needs, and are they being met?
Review Questions and Answers
Conflict ✅•When two or more people want different things
•Conflict may be:
• Within people (intrapersonal).
• Between people (interpersonal).
• Within groups (intragroup).
• Between groups (intergroup).
--> Conflict is a natural part of life.
--> Conflict can be good or bad, depending on how we deal with it
--> Conflict resolution skills will help you in personal and work relationships, as part of a
team, and as a leader.
Conflict & the Amygdala ✅•The amygdala is a part of the brain's emotional system. It
can cause a person to go into default behavior based on what the person remembers
about past situations.
•This part of the brain is the "fight or flight" mechanism. It is there to protect us when we
are threatened.
•In learning to manage conflict, it is important to remember that people who are
emotional, angry, or acting out are sometimes reacting to something in which you had
no role.
•They are reacting to past trauma that has been brought to the forefront by this new
experience.
Conflict Can be a Good Thing ✅•Handled properly, conflict can be a good thing for a
person or company.
•Opposing views and different perspectives help an organization grow.
• New strategies and solutions can be developed from a thorough discussion by those
who do not necessarily agree.
, Conflict styles ✅•Everyone has different ways that they handle conflict:
-Avoiding
-Accommodating
-Forcing/competing/dominating
-Compromising
-Collaborating
Avoiding (conflict style) ✅Issue and relationship both are insignificant.
Accommodating (conflict styles) ✅Relationship is more important than the issue.
Forcing/competing/dominating (conflict styles) ✅The issue is more important than the
relationship.
Compromising (conflict styles) ✅Cooperation is important (give a little, get a little).
Collaborating (conflict styles) ✅Relationship and issue are both important (takes more
time).
Conflict Scenario ✅-Jane has been following the night shift nurse for the past two days
and each time she comes in, she feels like she is over-burdened with tasks left over
from the day-shift nurse which she has to deal with before she can start her night.
-Ariel, the day shift nurse has felt harried the past two days. The day shift has been
popping busy and even though she feels sorry for having to leave some of her tasks for
night shift nurse, Jane, she feels justified in doing so; after all nursing is a 24hour job!
-A conflict is brewing because Jane is nearing her tolerance peak and is about to
escalate. Ariel can feel the unspoken vibe and is waiting for Jane to "bring it on".
--> If you were one of these two nurses, how do you think you would handle the
situation?
--> Which conflict style would you lean toward?
--> What do you think is the best way for them to handle this?
Analyzing Conflict Style ✅•What is your Conflict Style, and is it working for you?
•When analyzing your conflict style in a particular situation, ask the following questions:
•How is this conflict style working for you?
•What are your needs, and are they being met?
