Test Bank for Conflict Resolution- Solution Manual Fully Solved Latest Update (2025-2026)
Conflict Definiton - Answers A disagreement that occurs when a perceived threat or difference exists in
the needs, interests, or concerns of the involved parties
Major Sources of Conflict - Answers Power
Communication
Goals
Values
Resources
Roles
Personalities
** communication is key, not having proper communication
When do conflicts arise - Answers Arises naturally in stressful situations where we are significantly
invested; responses are based on personal perceptions; parites with contasting goals come in contact
80% of conflict due to: - Answers misunderstanding - key to resolve this issue is COMMUNICATION
Good interpersonal skills - Answers respect - tone, non verbal actions
Positive conflict outcomes - Answers clarified thoughts and feelings, new solutions, problems/issues in
the open, interest and creativity
Negative conflict outcomes - Answers distrust, suspicion, turnover, resisitance to teamwork; divided
loyalties
Benefits of CR in HC - Answers -vent feelings
-new perspective on old problems (creativity and negotiating strategies)
-harmony
-more productive, growing relationships
-increase awareness of and appreciation for others needs
-better understanding of motivations, goals, behaviors
, Conflict responses - Answers emotional, cognitive, physical (stress response) - combo of all these can
escalate the conflict
Behavior characteristics in conflict - Answers -Increased miscommunication.
-!! High self-concern.
- Interrupting.
- Controlling.
- Blocking ideas.
- Not listening.
Conflict Perception Influences - Answers -Culture, race, ethnicity
-Gender and sexuality
-Knowledge base of issue
-Impressions and credibility of the "messenger"
-Prior conflict experiences
-Individual conflict style
4 steps for addressing conflict - Answers pause, identify, listen, think
pause- before you lose control
identify - the problem
listen - to the other side and use empathy
think - present solutions to resolve issues
Conflict resolution steps - Answers -Collect information: What caused the conflict?
- Clarify issues: Defuse hostility by listening
- Move to neutral territory; Away from others (espec. Patients)
-Identify common ground
-Form an action plan
How can we make things better?
Conflict Definiton - Answers A disagreement that occurs when a perceived threat or difference exists in
the needs, interests, or concerns of the involved parties
Major Sources of Conflict - Answers Power
Communication
Goals
Values
Resources
Roles
Personalities
** communication is key, not having proper communication
When do conflicts arise - Answers Arises naturally in stressful situations where we are significantly
invested; responses are based on personal perceptions; parites with contasting goals come in contact
80% of conflict due to: - Answers misunderstanding - key to resolve this issue is COMMUNICATION
Good interpersonal skills - Answers respect - tone, non verbal actions
Positive conflict outcomes - Answers clarified thoughts and feelings, new solutions, problems/issues in
the open, interest and creativity
Negative conflict outcomes - Answers distrust, suspicion, turnover, resisitance to teamwork; divided
loyalties
Benefits of CR in HC - Answers -vent feelings
-new perspective on old problems (creativity and negotiating strategies)
-harmony
-more productive, growing relationships
-increase awareness of and appreciation for others needs
-better understanding of motivations, goals, behaviors
, Conflict responses - Answers emotional, cognitive, physical (stress response) - combo of all these can
escalate the conflict
Behavior characteristics in conflict - Answers -Increased miscommunication.
-!! High self-concern.
- Interrupting.
- Controlling.
- Blocking ideas.
- Not listening.
Conflict Perception Influences - Answers -Culture, race, ethnicity
-Gender and sexuality
-Knowledge base of issue
-Impressions and credibility of the "messenger"
-Prior conflict experiences
-Individual conflict style
4 steps for addressing conflict - Answers pause, identify, listen, think
pause- before you lose control
identify - the problem
listen - to the other side and use empathy
think - present solutions to resolve issues
Conflict resolution steps - Answers -Collect information: What caused the conflict?
- Clarify issues: Defuse hostility by listening
- Move to neutral territory; Away from others (espec. Patients)
-Identify common ground
-Form an action plan
How can we make things better?
