ATI CAPSTONE LEADERSHIP STUDY GUIDE
FULL PAPER 2026 COMPREHENSIVE
SOLUTIONS GRADED A+
⩥ actions nurses can take to promote open communication and de-
escalate conflicts. Answer: -use "I" statements
-focus on problem not personal differences
-listen carefully
-move escalating conflict to a private location or postpone the discussion
until later time
⩥ steps of the problem-solving process. Answer: Identify the problem -
stayed it in objective terms, minimizing emotional overlay.
Discuss possible solutions - brainstorming solutions as a group may
stimulate new solutions to the old problems. Encourage individuals to
think outside the box.
Analyze identified solutions - the potential pros and cons of each
possible solution should be discussed and attempt to narrow down the
number of viable solutions.
Select a solution - based on this analysis, select a solution for
implementation.
,Implement the selected solution - a procedure and timeline for
implementation checkoff me the implementation of the selected solution.
Evaluate the solutions ability to resolve the original problem. The
outcome surrounding the new solution should be evaluated according to
the predetermined time line. The solution should be given adequate time
to become established as a new routine before is evaluated. If the
solution is deemed unsuccessful, the problem-solving process will need
to be reinstituted and the problem discussed again.
⩥ Negotiation. Answer: process by which interested parties: resolve
ongoing conflicts, agree on steps to take, bargain to protect individual or
collective interests, pursue outcomes that benefit mutual interests
⩥ Negotiation Strategies. Answer: -*avoiding/withdrawing*- both
parties know there is a conflict, but refuse to face it. this is usually a
lose/lose situation.
-*smoothing*- one party tries to smooth another party by trying to
satisfy the other party. this is usually a lose/lose situation
-*competing/coercing* - one party persues a desired outcome at the
expense of the other. this is a win/lose situation
-*cooperating/accomodating*- one party sacrifices something, allowing
the other party to get what it wants. opposite of competing. this is a
lose/win situation.
,-*compromising/negotiating* - each party gives up something. to make
it a win/win each party needs to give up something equally important.
⩥ assertive communication. Answer: Can be necessary during conflict
negotiation.
Allows expression in direct, honest, and nonthreatening ways that do not
infringe upon the rights of others.
A communication style that acknowledges and deals with conflict,
recognizes others as equals, and provides a direct statement of feelings.
⩥ elements of assertive communication. Answer: Selecting an
appropriate location for verbal exchange.
Maintenance of eye contact.
Establishing trust.
Being sensitive to cultural needs.
Speaking using "I" statements and including affective elements of the
situation.
Avoiding "you" statements that can indicate blame.
Stating concerns using open, honest, direct statements.
Conveying empathy.
Focusing on the behavior or issue of conflict and avoiding personal
attacks.
Concluding with a statement that describes a fair solution.
, ⩥ grievances. Answer: A wrong perceived by an employee based on a
feeling of unfair treatment that is considered grounds for a formal
complaint.
Grievances that cannot be satisfactorily resolved between the parties
involved can require management by a third party.
Facilities have a formal grievance policy that should be followed when a
conflict cannot be resolved.
The steps of an institution's grievance procedure should be outlined in
the grievance policy.
⩥ Typical steps of the grievance process. Answer: Formal presentation
of the complaint is in the proper chain of command.
Formal hearing if the issue is not resolved at a lower level.
Professional mediation if a solution is not reached during a formal
hearing.
⩥ resource management. Answer: Includes budgeting and resource
allocation. Human, financial, and material resources must be considered.
Budgeting is usually the responsibility of the unit manager, but staff
nurses can be asked to provide input.
Resource allocation is a responsibility of the unit manager as well as
every practicing nurse.
FULL PAPER 2026 COMPREHENSIVE
SOLUTIONS GRADED A+
⩥ actions nurses can take to promote open communication and de-
escalate conflicts. Answer: -use "I" statements
-focus on problem not personal differences
-listen carefully
-move escalating conflict to a private location or postpone the discussion
until later time
⩥ steps of the problem-solving process. Answer: Identify the problem -
stayed it in objective terms, minimizing emotional overlay.
Discuss possible solutions - brainstorming solutions as a group may
stimulate new solutions to the old problems. Encourage individuals to
think outside the box.
Analyze identified solutions - the potential pros and cons of each
possible solution should be discussed and attempt to narrow down the
number of viable solutions.
Select a solution - based on this analysis, select a solution for
implementation.
,Implement the selected solution - a procedure and timeline for
implementation checkoff me the implementation of the selected solution.
Evaluate the solutions ability to resolve the original problem. The
outcome surrounding the new solution should be evaluated according to
the predetermined time line. The solution should be given adequate time
to become established as a new routine before is evaluated. If the
solution is deemed unsuccessful, the problem-solving process will need
to be reinstituted and the problem discussed again.
⩥ Negotiation. Answer: process by which interested parties: resolve
ongoing conflicts, agree on steps to take, bargain to protect individual or
collective interests, pursue outcomes that benefit mutual interests
⩥ Negotiation Strategies. Answer: -*avoiding/withdrawing*- both
parties know there is a conflict, but refuse to face it. this is usually a
lose/lose situation.
-*smoothing*- one party tries to smooth another party by trying to
satisfy the other party. this is usually a lose/lose situation
-*competing/coercing* - one party persues a desired outcome at the
expense of the other. this is a win/lose situation
-*cooperating/accomodating*- one party sacrifices something, allowing
the other party to get what it wants. opposite of competing. this is a
lose/win situation.
,-*compromising/negotiating* - each party gives up something. to make
it a win/win each party needs to give up something equally important.
⩥ assertive communication. Answer: Can be necessary during conflict
negotiation.
Allows expression in direct, honest, and nonthreatening ways that do not
infringe upon the rights of others.
A communication style that acknowledges and deals with conflict,
recognizes others as equals, and provides a direct statement of feelings.
⩥ elements of assertive communication. Answer: Selecting an
appropriate location for verbal exchange.
Maintenance of eye contact.
Establishing trust.
Being sensitive to cultural needs.
Speaking using "I" statements and including affective elements of the
situation.
Avoiding "you" statements that can indicate blame.
Stating concerns using open, honest, direct statements.
Conveying empathy.
Focusing on the behavior or issue of conflict and avoiding personal
attacks.
Concluding with a statement that describes a fair solution.
, ⩥ grievances. Answer: A wrong perceived by an employee based on a
feeling of unfair treatment that is considered grounds for a formal
complaint.
Grievances that cannot be satisfactorily resolved between the parties
involved can require management by a third party.
Facilities have a formal grievance policy that should be followed when a
conflict cannot be resolved.
The steps of an institution's grievance procedure should be outlined in
the grievance policy.
⩥ Typical steps of the grievance process. Answer: Formal presentation
of the complaint is in the proper chain of command.
Formal hearing if the issue is not resolved at a lower level.
Professional mediation if a solution is not reached during a formal
hearing.
⩥ resource management. Answer: Includes budgeting and resource
allocation. Human, financial, and material resources must be considered.
Budgeting is usually the responsibility of the unit manager, but staff
nurses can be asked to provide input.
Resource allocation is a responsibility of the unit manager as well as
every practicing nurse.
