NCOM 1000 Final Exam Study Set
with Complete Solutions
What is conflict? - ANSWER--Active disagreement
-Individuals cannot agree on a way in which their needs can be met
Interpersonal conflict - ANSWER-Our daily personal & professional life is
inevitable
Conflict Resolution - ANSWER-A method & process used in facilitating the
peaceful ending of conflict
Non-confrontational Approach - ANSWER--(Non-assertive)
-Avoids conflict at all costs
-Individual avoids expressing their opinions and feelings
-Individual avoids identifying & meeting their needs
-Give up & put the other person's needs above their own
2 types of confrontational approaches - ANSWER--Aggressive Approach
-Passive-Aggressive Approach
Healthy Work Environment - ANSWER--Mutual respect among healthcare
members is integral to healthy communication
-Yet physical and emotional abuse continues to be a problem
Behaviors Contributing to Incivility - ANSWER--All result in a negative effect
on the recipient, the culture of the unit or organization
,-All contribute to the mortality of a patient, compromise patient safety and
exist on a continuum from subtle to threatening
Aggressive Approach - ANSWER--Expression of feelings & opinions and
advocate for needs in a way that demeans or violates the rights of others
-Can be verbally and/ or physically abusive, Could verbally attack the
character or competence of an individual
-Use blaming or scapegoating
-Demonstrate little insight into the effect the behavior has on others
Organizational Culture - ANSWER--Pertains to how & why things are done in
the workplace & rules that guide them
-Can be healthy or unhealthy
-Interrelated with communication practices, emotional intelligence &
behavior
-Impacts patient safety, workplace morale & patient experience
Healthy Organizational Culture - ANSWER-Communication, emotional
intelligence & behaviors among staff are demonstrated by:
-Open, honest & respectful exchange of ideas
-Requests for & offering of help
-Timely and compassionate response to patient needs & requests
-The setting of limits & honoring of others' boundaries
-An exchange of constructive feedback, ownership of mistakes & willingness
to teach or learn
Passive-Aggressive Approach - ANSWER--Expresses
anger/resentment/hostility in a manner that is incomprehensible & appears
to actually be kind and caring
-Intimidating, counterproductive & does not constructively resolve conflict
, 3 Responses used by the individual in a non-confrontational approach -
ANSWER--Accommodating
-Avoiding
-Compromising
Accommodating - ANSWER--Willingness to meet the needs of others at your
own expense
-Person is not typically assertive and is cooperative to a fault
Avoiding - ANSWER--Avoid conversations on controversial topics
-May worry about hurting someone's feelings, or not feel confident in their
own opinions.
-Not good reasons to avoid conflict
Compromising - ANSWER--Try's to find a solution so everyone gets partly
satisfied
-Used well in holiday scheduling or weekend sick call
-Doesn't always work as everyone stands to lose something
Respectful Approach to Resolve Conflict - ANSWER--Assertive Approach
Assertive Approach - ANSWER--Respectful and cooperative approach to
resolve conflict
-individual states what they want, feel, think or believe in a manner that is
open & nonjudgmental
-Ensures the rights of the other's person are respected
-Demonstrates ownership of thoughts, feelings, & actions in working toward
a resolution
with Complete Solutions
What is conflict? - ANSWER--Active disagreement
-Individuals cannot agree on a way in which their needs can be met
Interpersonal conflict - ANSWER-Our daily personal & professional life is
inevitable
Conflict Resolution - ANSWER-A method & process used in facilitating the
peaceful ending of conflict
Non-confrontational Approach - ANSWER--(Non-assertive)
-Avoids conflict at all costs
-Individual avoids expressing their opinions and feelings
-Individual avoids identifying & meeting their needs
-Give up & put the other person's needs above their own
2 types of confrontational approaches - ANSWER--Aggressive Approach
-Passive-Aggressive Approach
Healthy Work Environment - ANSWER--Mutual respect among healthcare
members is integral to healthy communication
-Yet physical and emotional abuse continues to be a problem
Behaviors Contributing to Incivility - ANSWER--All result in a negative effect
on the recipient, the culture of the unit or organization
,-All contribute to the mortality of a patient, compromise patient safety and
exist on a continuum from subtle to threatening
Aggressive Approach - ANSWER--Expression of feelings & opinions and
advocate for needs in a way that demeans or violates the rights of others
-Can be verbally and/ or physically abusive, Could verbally attack the
character or competence of an individual
-Use blaming or scapegoating
-Demonstrate little insight into the effect the behavior has on others
Organizational Culture - ANSWER--Pertains to how & why things are done in
the workplace & rules that guide them
-Can be healthy or unhealthy
-Interrelated with communication practices, emotional intelligence &
behavior
-Impacts patient safety, workplace morale & patient experience
Healthy Organizational Culture - ANSWER-Communication, emotional
intelligence & behaviors among staff are demonstrated by:
-Open, honest & respectful exchange of ideas
-Requests for & offering of help
-Timely and compassionate response to patient needs & requests
-The setting of limits & honoring of others' boundaries
-An exchange of constructive feedback, ownership of mistakes & willingness
to teach or learn
Passive-Aggressive Approach - ANSWER--Expresses
anger/resentment/hostility in a manner that is incomprehensible & appears
to actually be kind and caring
-Intimidating, counterproductive & does not constructively resolve conflict
, 3 Responses used by the individual in a non-confrontational approach -
ANSWER--Accommodating
-Avoiding
-Compromising
Accommodating - ANSWER--Willingness to meet the needs of others at your
own expense
-Person is not typically assertive and is cooperative to a fault
Avoiding - ANSWER--Avoid conversations on controversial topics
-May worry about hurting someone's feelings, or not feel confident in their
own opinions.
-Not good reasons to avoid conflict
Compromising - ANSWER--Try's to find a solution so everyone gets partly
satisfied
-Used well in holiday scheduling or weekend sick call
-Doesn't always work as everyone stands to lose something
Respectful Approach to Resolve Conflict - ANSWER--Assertive Approach
Assertive Approach - ANSWER--Respectful and cooperative approach to
resolve conflict
-individual states what they want, feel, think or believe in a manner that is
open & nonjudgmental
-Ensures the rights of the other's person are respected
-Demonstrates ownership of thoughts, feelings, & actions in working toward
a resolution
