Leadership NUR 4120 Chapter 21

Leadership NUR 4120 Chapter 21 The nurse-manager is preparing for negotiations. When negotiating, what is the manager's most appropriate action? a. Be willing to win at any cost. b. Communicate only when asked direct questions. c. Compromise only as a last resort. d. Begin with a high but realistic expectations. - D A charge nurse has assisted two employees to resolve their conflict, with the outcome being that the two opposing goals were discarded and new goals were adopted. What is this an example of? a. Smoothing of conflict by the leader b. Facilitating collaboration c. A majority rule approach d. A good lesson in compromising - B Which is a true statement about destructive negotiation tactics? a. Ridicule often takes the form of ambiguous or inappropriate questioning and is a diversionary tactic. b. Most managers successfully resist the helplessness tactic because of their nursing preparation. c. Negotiation tactics can sometimes be manipulative; thus, managers must be cognizant of the other party's motives. d. Nurses are known to be particularly vulnerable to the tactic of flattery. - C What statement about conflict most closely reflects the interactionist theories of organizational conflict? a. "The most important response to conflict is to deal with it immediately." b. "Conflict can actually be a good thing and can help us to grow." c. "The presence of conflict in our workplace shows that there is bad management." d. "The best organizations are places where there is no conflict." - B A nurse-manager has accepted a new position on a hospital unit. An experienced nurse on the unit tells the manager, "We all work really well with each other. There's never any conflict." How should the manager interpret this statement? a. The unit may be lacking in growth and new ideas. b. There is a need for the manager to introduce conflict. c. The manager needs to ensure that this characteristic continues. d. There is likely conflict that the nurse is not recognizing or acknowledging. - A Which nurse is experiencing intrapersonal conflict? a. A manager who has received a negative performance appraisal and who wishes to dispute the findings b. A manager who has to confront a nurse who made a medication error but did not follow up with documentation c. A manager who is in conflict with a long-standing employee who often ignores the manager's directives d. A manager who perceives a dilemma between loyalty to staff and loyalty to the organization in a particular situation - D Which of the following workplace situations would be categorized as latent conflict? a. A nurse expresses frustration to a colleague who did not perform some tasks that were clearly delegated. b. A nurse expresses anger to the manager, accusing the manager of preferential treatment toward other nurses. c. The most experienced nurses on a unit are allowed to self-schedule, but less experienced nurse are not. d. Two nurses were in conflict about inequities in their work assignment but were able to resolve the conflict. - C A nurse-manager was involved in conflict where the other individual adopted a competing approach. This approach is evident in what circumstances? a. When fair play is important to all involved parties b. When one party wins at the expense of the others c. When managers need to control a volatile situation d. When an appropriate political strategy is necessary - B A nurse is in a conflict with a colleague, but both nurses are committed to collaboration. To promote collaboration, the nurses should: a. identify a common goal that is important to both of them. b. possess the ability to negotiate without having emotion get involved. c. have a relationship that existed before the conflict. d. ask a neutral third party to mediate in the conflict. - A A registered nurse reports to the nurse-manager that the team's nursing assistant regularly fails to complete assigned tasks. The nurse-manager responds that it is the nurse's initial responsibility to talk with the nursing assistant about this problem. The manager is engaged in what aspect of conflict? a. Conflict avoidance b. Conflict smoothing c. Encouraging competitive conflict resolution d. Facilitating conflict resolution - D Which statement best defines conflict? a. It involves an internal struggle resulting from value-related discord. b. Its basis is the violation of personal rights or values. c. It centers on either internal discord or external discord between individuals. d. It is the outcome of a visible struggle between individuals. - C A nurse-manager will be participating in negotiations around the skills mix in the organization. Before these negotiations begin, the manager should perform what action first? a. Identify the ideal skills mix for the organization. b. Choose an appropriate negotiation strategy. c. Interact with the other party to identify any hidden agendas. d. Learn as much as possible about the issue. - D A nurse-manager is participating in negotiations around the allocation of resources in the organization. During the negotiations, the manager should: a. try to speak the same amount or slightly more than the other party. b. use open-ended questions rather than yes or no questions. c. declare his or her bottom line at the start of negotiations. d. ensure that the negotiations proceed at a rapid pace. - B The nurse-manager is negotiating for the funds necessary to purchase several new isolettes for the facility's newborn nursery. The chief financial officer (CFO) states, "I've always been curious about that piece of equipment; how does it actually work?" What negotiation action has the CFO engaged in? a. Collaborating b. Smoothing c. A diversionary tactic d. Appropriate fact finding - C Several RNs on the unit want to address the possibility of initiating flextime on the unit because they state that the current scheduling system is unfair. What is the manager's best initial response? a. Assuring the RNs that every effort is being made to streamline the current scheduling system b. Asking the RNs to circulate a partition to be signed by employees who support the change c. Arranging for the RNs to air their views at the next staff meeting d. Sharing with the RNs that they need to address the issue with upper management - C The nurse-manager has learned that two employees are in conflict. The manager's fact gathering reveals that the conflict exists because each employee misunderstands the job description and role of the other employee. What conflict management strategy should the manager implement first? a. Responsibility charting b. Confrontation c. Behavior change d. Third party consultation - A An employee has come to the manager with a long list of complaints about a coworker, all of which are attributable to personality factors rather than unsafe practice. What is the manager's best initial action? a. Encourage the employee to speak directly with the coworker. b. Ask the employee to e-mail or text message the complaints to the coworker. c. Arrange for third-party mediation. d. Acknowledge and document the employee's complaints. - A The manager has learned that some of the more experienced nurses on the unit have been playing pranks on a newly hired nurse and delegating their most challenging tasks to the nurse. What is the manager's best response after confirming that these events took place? a. Offer support and encouragement to the newly hired nurse. b. Confront the more experienced nurses directly about their behavior. c. Implement a structure change so the experienced nurses no longer work at the same time as the new nurse. d. Arrange for third-party consultation involving the more experienced nurses, the manager and the new nurse. - B Which of the following behaviors should the nurse-manager identify as workplace violence, incivility, or bullying? Select all that apply. a. A group of nurses consistently refuse to help a nurse when that nurse has a heavy workload, despite having time to do so. b. Staff members assign an unwanted nickname to a colleague. c. A nurse's specific vacation request is denied by the manager for 2 years in a row. d. A nurse asks a colleague to assess a known verbally abusive client without warning to see how the colleague will respond. e. A nurse tells a nursing student to rush to room 311, knowing that the unit has no room 311. - A,B, D, E Two groups in the health-care organization have been unable to reach an agreement after prolonged negotiation. The groups have agreed to arbitration. What will happen during this process? a. A neutral party will facilitate new negotiations, starting from the beginning. b. A neutral party will listen to both groups and then present a binding recommendation. c. A neutral third party will act as a "go between" in the negotiations. d. Negotiations will continue in a court setting, and a lawyer will mediate between the groups. - B A nurse-manager is attempting to help a group of staff members reach a consensus on a sensitive issue. What is a consequence of using a consensus-based approach? a. One group will be perceived as the "winner" and one group as the "loser." b. It is likely that neither group will achieve their desired "ideal" outcome. c. A solution that is ideal to both groups will be selected. d. There is an increased risk for similar conflict in the future. - B An employee who is involved in a dispute has sought the assistance of the organization's ombudsperson. What role will the ombudsperson play in resolving the employee's conflict? a. Providing expert testimony in conflict cases b. Providing psychosocial support to employees in distress c. Investigating the employee's grievance against the other party d. Monitoring the implementation of the terms of a conflict's compromise - C A negotiating session has just concluded with a compromise agreement. What is the manager's best action? a. Clearly restate the terms of the compromise to all involved before dispersing. b. Give feedback to the members of the other negotiating team on their behavior and performance. c. Evaluate the fairness of the compromise to all involved parties. d. Restate each party's original bottom line. - A A nurse-manager is engaged in a negotiation with staff representatives when the discussion becomes controlled by a particularly aggressive member. Which action will the nurse-manager take to assure that the process is successful? a. Ask that the aggressive individual recognize the rights of all the other members. b. State, "I need to have time to think over all that we have discussed." c. Halt any discussion until new representatives can be appointed. d. Share with the members that aggressiveness negatively impacts the negotiations. - B Which personal characteristics will best help meet the psychological needs of conflict negotiation? a. Perseverance and assertiveness b. Calmness and self-assuredness c. Compassion and reflectiveness d. Organization and self-reflection - B The nurse-manager is participating in negotiations that have become confrontational and unproductive. As a result, both parties have agreed to mediation. This mechanism for dispute resolution will have what characteristics? Select all that apply. a. The mediator will be a respected person from within the organization. b. Both parties are required to accept the mediator's decision. c. The mediator addresses the process but not the issues. d. The mediator meets with each group separately as well as meeting with them together. e. The mediator is an individual who has no vested interest in the outcome. - D, E A recent graduate has begun working at a health center and finds the behaviors of colleagues stressful and intimidating. The nurse's colleagues whisper when she is around, roll their eyes at her, and laugh when she asks for assistance or clarification. What is this recent graduate's best action? a. Organize a meeting to confront the colleagues about their behavior. b. Avoid the offending colleagues whenever possible. c. Report these behaviors to the nurse-manager. d. Seek assistance from the organization's ombudsperson. - C A hospital unit is in a major transition from a nursing model that was exclusively RNs to one that involves a mix of RNs, LPNs, and NAPs. The transition has resulted in several conflicts between staff. What conflict resolution strategy will the manager most likely need to use? a. Third-party consultation b. Behavior change c. Responsibility charting d. Structure change - C The nurse-manager is mediating a conflict between two nurses on the unit. What goal should the manager prioritize when addressing this conflict? a. A solution is chosen that minimizing the effect on other employees. b. The nurses emerge from the resolution with a close personal relationship. c. A solution is identified that can be easily and quickly implemented. d. The nurses agree to a solution that is mutually beneficial. - D Two nurses in a small community are in conflict because the first nurse's son committed a violent assault on the second nurse's son. In recent weeks, workplace interactions between the two have become increasingly tense. What is the nurse-manager's best strategy for resolving this conflict? a. Confrontation b. Soothing c. Responsibility charting d. Structure change - D