Rasmussen College, New Port Richey NUR 2058 Final Exam Concept Guide - $15.98   Add to cart

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Rasmussen College, New Port Richey NUR 2058 Final Exam Concept Guide

Rasmussen College, New Port Richey NUR 2058 Final Exam Concept Guide NUR2058-Final Exam Concept Guide (All Modules) 1. Methods to Measure and Improve Quality (Chapter 15) -Quality assurance (QA) in health care attempts to guarantee that when an action is performed by a health-care professional, it is performed correctly the first time and each time thereafter. QA requires that actions and activities are continuously measured and compared to a standard of care established by a professional organization and that process of monitoring be in place to provide continuous feedback to prevent errors. Quality control is focused on health-care outcomes. 2. Approaches in Resolving Conflict (Chapter 13) -Several different strategies can be used to resolve workplace conflicts. Depending on a person's communication style and personality traits, different outcomes may occur. People who use an assertive style of communication and incorporate the communication builders have much greater success in the positive resolution of conflicts.19 Below are listed some strategies for conflict resolution. Strategy 1: Ignore the Conflict • • Submissive personality: Person avoids bringing the issue to the other through fear of retaliation or ridicule if he or she confronts and expresses honest feelings or opinions. • • Assertive personality: Ignoring the conflict is never an option. They will almost always use strategy 2. • • Aggressive personality: Person has decided not to pursue the conflict because the other person is “too stupid to understand” or it would just be a “waste of my time.” Strategy 2: Confront the Conflict • • Submissive personality: Person does not handle the situation directly but refers the problem to a supervisor or to another person for resolution. • • Assertive personality: Person sets up a time and place for a one-on-one meeting. At the meeting, the two parties focus on the issues that caused the conflict and negotiate to define goals and problem-solve. If conflict is more severe, the parties may resort to negotiation or mediation (see below). • • Aggressive personality: Person confronts the other loudly, in front of an audience, and attacks the other's personality rather than the issue. Person either walks away before the other can speak or keeps talking without stopping and does not allow the other person to respond. The communication is strictly one-sided and very negative. Strategy 3: Postpone the Conflict • • Submissive personality: Person keeps track of the issues until they reach a critical point, then dumps all the issues at one time on the offender in a highly aggressive manner. The other person generally has no idea why he or she is being attacked and may respond with anger or submission. • • Assertive personality: Hardly ever uses this method except to allow the other person to “cool down” and become more receptive to what others have to say. • • Aggressive personality: Person waits until he or she can either use the incident as a threat or blackmail or express the conflict in front of an audience. Professional nurses need to be assertive and feel comfortable when handling conflict and confronting others. The conflict situations that nurses may encounter range from uncooperative clients and lazy coworkers to hostile, insecure, but influential physicians and administrators. Practicing assertiveness skills during confrontational situations helps increase the nurse's confidence in handling daily work-related conflicts and allows the honest but respectful expression of opinion and ideas. Keep in mind that unresolved conflicts never really go away. Ignoring a conflict situation may postpone it, sometimes for a long time, but it will not resolve the issue. Unresolved conflicts often fester until they either reach the boiling point or are manifested in negative behaviors or feelings.19 Some of the feelings and behaviors that are symptoms of unresolved conflicts include the following: • • Tension and anxiety manifested as sudden angry outbursts • • Generalized distrust among the staff members • • Gossiping and rumor spreading • • Intentional work sabotage • • Backstabbing and lack of cooperation • • Isolation of certain staff members • • Division and polarization of the staff • • Low-rated peer evaluation reports20

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