Yoder-Wise's Leading and Managing in Canadian Nursing 3rd Edition Yoder-
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Chapter 24: Understanding and Resolving Conflict
Waddell/Walton: Yoder-Wise’s Leading and Managing in Canadian Nursing, Third Edition
MULTIPLE CHOICE
A group of staff nurses is dissatisfied with the new ideas presented by the newly hired nu
rse manager. The staff members want to keep their old procedures, and they resist the ch
anges. Conflict arises from:
Group decision-making options.
Perceptions of injustice.
Increases in group cohesiveness.
Debates, negotiations, and compromises.
ANS: B
Interpersonal factors such as distrust, perceptions of injustice or disrespect, and inadequa
t e or poor communication style can lead to conflict.
DIF: Cognitive Level: Understand REF: Pages 445-
446 TOP:
Nursing Process: Assessment
Two staff nurses are arguing about working on holidays. In trying to resolve this confl
i ct, the nurse manager understands that interpersonal conflict arises when:
Risk taking seems to be unavoidable.
People see events differently.
Personal and professional priorities do not match.
The ways in which p e o Np l Ue RshSouIldNaGcTtdBo.nCotOmMatch the ways in which they do a
ct. ANS: B
By definition, conflict involves a difference in perception between two or more individuals.
DIF: Cognitive Level: Understand REF:
Page 434 TOP:
Nursing Process: Assessment
The nurse manager is aware that conflict is occurring on her unit; however, she is focus
ed on preparing for a provincial health department visit, so she ignores the problem. A
factor that can increase stress and escalate conflict is:
The use of avoidance.
An enhanced nursing workforce.
Accepting that some conflict is normal.
Managing the effects of fatigue and error.
ANS: A
Purposeful avoiding is an appropriate strategy when the conflict is interpersonal and the i
ndividuals involved in the conflict have the necessary skills and insight to be able to own
the problem and solve it themselves. When these conditions are not present and avoidanc
e is not purposeful, then avoidance can increase stress and escalate conflict.
DIF: Cognitive Level: Understand REF:
Page 440 TOP:
Nursing Process: Assessment
,Yoder-Wise's Leading and Managing in Canadian Nursing 3rd Edition Yoder-
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The nurse manager decides to use a mediator to help resolve the conflict among staff. Wh
i ch of the following is a basic strategy for truly addressing this conflict?
Identify the conflicting facts.
Be determined to resolve the conflict.
Schedule a meeting time for resolution.
Have a clear understanding of the differences between the parties in conflict.
ANS: D
The manager must determine whether a conflict is constructive or destructive. In this sit
uation, the manager has determined that the conflict is destructive and does not want the
conflict to escalate, and so a mediator has been engaged.
DIF: Cognitive Level: Understand REF: Pages 444-
445 TOP:
Nursing Process: Planning
Ylena, a staff nurse on your unit, witnesses another nurse striking a patient. Ylena wants
to remain friends with her colleague and worries that confrontation with her colleague o
reporting her colleague will destroy their relationship. Ylena is experiencing which typ
of conflict?
Intrapersonal.
Interpersonal.
Organizational.
Professional.
ANS: A
Intrapersonal conflict occurs within a person when confronted with the need to think or
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N R I G B.C
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S N T HH O
act in a way that seems at odds w i t h o n e ‘ s s en se of self. Questions often arise that creat
ea
conflict over priorities, ethical standards, and values. Some issues present a conflict ov
er comfortably maintaining the status quo and taking risks to confront people when ne
eded, which can lead to interpersonal conflict.
DIF: Cognitive Level: Apply REF: Pages 435-
436 TOP:
Nursing Process: Assessment
The chief nursing officer plans a series of staff development workshops for the nurse m
anagers to help them deal with conflicts. The first workshop introduces the four stages o
conflict, which are:
Frustration, competition, negotiation, and action. Frustration,
conceptualization, action, and outcomes. Frustration,
cooperation, collaboration, action, and outcomes.
Frustration, conceptualization, negotiation, action, and outcomes.
ANS: B
Thomas (1992) determined that conflict proceeds through the four stages of frustration,
c onceptualization, action, and outcomes, in that particular order.
DIF: Cognitive Level: Understand REF: Pages 436-
437 TOP:
Nursing Process: Assessment
, Yoder-Wise's Leading and Managing in Canadian Nursing 3rd Edition Yoder-
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A nursing instructor is teaching a class on conflict and conflict resolution. She relates to t
he class that conflict in an organization is important and that an optimal level of conflict
will generate which of the following?
Creativity, a problem-
solving atmosphere, a weak team spirit, and motivation of its workers.
Creativity, a staid atmosphere, a weak team spirit, and motivation of its workers.
Creativity, a problem-solving atmosphere, growth, and motivation for its workers.
A bureaucratic atmosphere, a strong team spirit, and motivation for its workers.
ANS: C
Differences in ideas, perceptions, and approaches, when managed well, can lead to creati ve
solutions and deepened human relationships. Conflict can stimulate growth, creativit
y , and change.
DIF: Cognitive Level: Understand REF:
Page 434 TOP:
Nursing Process: Assessment
Jane has transferred from the intensive care unit to the critical care unit. She is very set i
n the way she makes assignments and encourages her new peers to adopt this method wi
thout sharing the rationale for why it is better. This is a good example of a process and p
rocedure that creates conflict.
Organizational.
Intrapersonal.
Interpersonal.
Disruptive.
ANS: C NRIGB.CM
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Interpersonal conflict transpires between and among nurses, physicians, members of other
departments, and patients.
DIF: Cognitive Level: Apply REF:
Page 436 TOP:
Nursing Process: Assessment
Two nurses on a psychiatric unit come from different backgrounds and have graduated fr
o
different universities. They are given a set of new orders from the unit manager. Each
nurse displays different emotions in response to the orders. Nurse A indicates that the ne
orders include too many changes; Nurse B disagrees and verbally indicates why. This
step in the process is which of the following in Thomas‘s (1992) four stages of conflict?
Frustration.
Conceptualization.
Action.
Outcomes.
ANS: B
Thomas‘s stages of conflict include conceptualization, which involves different ideas an
d emphasis on what is important or about what should occur.
DIF: Cognitive Level: Apply REF: Pages 436-
437 TOP:
Nursing Process: Assessment
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Chapter 24: Understanding and Resolving Conflict
Waddell/Walton: Yoder-Wise’s Leading and Managing in Canadian Nursing, Third Edition
MULTIPLE CHOICE
A group of staff nurses is dissatisfied with the new ideas presented by the newly hired nu
rse manager. The staff members want to keep their old procedures, and they resist the ch
anges. Conflict arises from:
Group decision-making options.
Perceptions of injustice.
Increases in group cohesiveness.
Debates, negotiations, and compromises.
ANS: B
Interpersonal factors such as distrust, perceptions of injustice or disrespect, and inadequa
t e or poor communication style can lead to conflict.
DIF: Cognitive Level: Understand REF: Pages 445-
446 TOP:
Nursing Process: Assessment
Two staff nurses are arguing about working on holidays. In trying to resolve this confl
i ct, the nurse manager understands that interpersonal conflict arises when:
Risk taking seems to be unavoidable.
People see events differently.
Personal and professional priorities do not match.
The ways in which p e o Np l Ue RshSouIldNaGcTtdBo.nCotOmMatch the ways in which they do a
ct. ANS: B
By definition, conflict involves a difference in perception between two or more individuals.
DIF: Cognitive Level: Understand REF:
Page 434 TOP:
Nursing Process: Assessment
The nurse manager is aware that conflict is occurring on her unit; however, she is focus
ed on preparing for a provincial health department visit, so she ignores the problem. A
factor that can increase stress and escalate conflict is:
The use of avoidance.
An enhanced nursing workforce.
Accepting that some conflict is normal.
Managing the effects of fatigue and error.
ANS: A
Purposeful avoiding is an appropriate strategy when the conflict is interpersonal and the i
ndividuals involved in the conflict have the necessary skills and insight to be able to own
the problem and solve it themselves. When these conditions are not present and avoidanc
e is not purposeful, then avoidance can increase stress and escalate conflict.
DIF: Cognitive Level: Understand REF:
Page 440 TOP:
Nursing Process: Assessment
,Yoder-Wise's Leading and Managing in Canadian Nursing 3rd Edition Yoder-
vb vb vb vb vb vb vb vb vb
The nurse manager decides to use a mediator to help resolve the conflict among staff. Wh
i ch of the following is a basic strategy for truly addressing this conflict?
Identify the conflicting facts.
Be determined to resolve the conflict.
Schedule a meeting time for resolution.
Have a clear understanding of the differences between the parties in conflict.
ANS: D
The manager must determine whether a conflict is constructive or destructive. In this sit
uation, the manager has determined that the conflict is destructive and does not want the
conflict to escalate, and so a mediator has been engaged.
DIF: Cognitive Level: Understand REF: Pages 444-
445 TOP:
Nursing Process: Planning
Ylena, a staff nurse on your unit, witnesses another nurse striking a patient. Ylena wants
to remain friends with her colleague and worries that confrontation with her colleague o
reporting her colleague will destroy their relationship. Ylena is experiencing which typ
of conflict?
Intrapersonal.
Interpersonal.
Organizational.
Professional.
ANS: A
Intrapersonal conflict occurs within a person when confronted with the need to think or
vb vb vb vb
N R I G B.C
vb vb vb
U
vb
S N T HH O
act in a way that seems at odds w i t h o n e ‘ s s en se of self. Questions often arise that creat
ea
conflict over priorities, ethical standards, and values. Some issues present a conflict ov
er comfortably maintaining the status quo and taking risks to confront people when ne
eded, which can lead to interpersonal conflict.
DIF: Cognitive Level: Apply REF: Pages 435-
436 TOP:
Nursing Process: Assessment
The chief nursing officer plans a series of staff development workshops for the nurse m
anagers to help them deal with conflicts. The first workshop introduces the four stages o
conflict, which are:
Frustration, competition, negotiation, and action. Frustration,
conceptualization, action, and outcomes. Frustration,
cooperation, collaboration, action, and outcomes.
Frustration, conceptualization, negotiation, action, and outcomes.
ANS: B
Thomas (1992) determined that conflict proceeds through the four stages of frustration,
c onceptualization, action, and outcomes, in that particular order.
DIF: Cognitive Level: Understand REF: Pages 436-
437 TOP:
Nursing Process: Assessment
, Yoder-Wise's Leading and Managing in Canadian Nursing 3rd Edition Yoder-
vb vb vb vb vb vb vb vb vb
A nursing instructor is teaching a class on conflict and conflict resolution. She relates to t
he class that conflict in an organization is important and that an optimal level of conflict
will generate which of the following?
Creativity, a problem-
solving atmosphere, a weak team spirit, and motivation of its workers.
Creativity, a staid atmosphere, a weak team spirit, and motivation of its workers.
Creativity, a problem-solving atmosphere, growth, and motivation for its workers.
A bureaucratic atmosphere, a strong team spirit, and motivation for its workers.
ANS: C
Differences in ideas, perceptions, and approaches, when managed well, can lead to creati ve
solutions and deepened human relationships. Conflict can stimulate growth, creativit
y , and change.
DIF: Cognitive Level: Understand REF:
Page 434 TOP:
Nursing Process: Assessment
Jane has transferred from the intensive care unit to the critical care unit. She is very set i
n the way she makes assignments and encourages her new peers to adopt this method wi
thout sharing the rationale for why it is better. This is a good example of a process and p
rocedure that creates conflict.
Organizational.
Intrapersonal.
Interpersonal.
Disruptive.
ANS: C NRIGB.CM
vbvbvbvb vb
O
UvbSvbNvbT
Interpersonal conflict transpires between and among nurses, physicians, members of other
departments, and patients.
DIF: Cognitive Level: Apply REF:
Page 436 TOP:
Nursing Process: Assessment
Two nurses on a psychiatric unit come from different backgrounds and have graduated fr
o
different universities. They are given a set of new orders from the unit manager. Each
nurse displays different emotions in response to the orders. Nurse A indicates that the ne
orders include too many changes; Nurse B disagrees and verbally indicates why. This
step in the process is which of the following in Thomas‘s (1992) four stages of conflict?
Frustration.
Conceptualization.
Action.
Outcomes.
ANS: B
Thomas‘s stages of conflict include conceptualization, which involves different ideas an
d emphasis on what is important or about what should occur.
DIF: Cognitive Level: Apply REF: Pages 436-
437 TOP:
Nursing Process: Assessment
