Chapter 20. Conflict Resolution in Advanced
Practice Nursing
1. The two biggest problems in health care today are related to:
a. centralized patient data and flow of information.
b. patient safety and soaring health care costs.
c. physician/patient conflicts and consumer groups.
d. clinical expertise and conflict management skills.
ANS: B
The two biggest problems in health care today are related to patient safety and soaring
costs.
PTS: 1 DIF: Comprehension REF: INNOVATION
2. A conflict management technique where both sides work together to develop an optimal
outcome is called:
a. avoiding.
b. competing.
c. confronting.
d. collaborating.
ANS: D
Collaborating is when both sides work together to develop an optimal outcome.
Avoiding is ignoring the conflict. Competing is when two or three sides are forced to
compete, and it produces a winner. Confronting is an obvious movement to stop
conflict at the very start.
PTS: 1 DIF: Comprehension
, REF: CONFLICT MANAGEMENT
3. The nurse manager wants to change the care delivery model from one of team nursing to
that of primary nursing. The nurse manager decides to approach the change using
Havelocks model. Which steps would need to be completed during Havelocks planning
stage?
a. Gaining acceptance
b. Choosing a solution
c. Acquiring resources
d. Stabilizing and self-renewal
ANS: C
According to Havelocks model of change, the nurse manager would acquire resources
during the planning stage. Other steps to be accomplished during this stage include
building relationships and diagnosing the problem. Gaining acceptance and choosing
a solution are steps in the moving stage. Stabilizing and self-renewal occur during the
refreezing stage.
PTS: 1 DIF: Application
REF: TRADITIONAL CHANGE THEORIES
4. A new graduate nurse has been having difficulty working with one of the older nurses and
has requested to be assigned to the evening shift. Which approach to conflict management
has the new nurse chosen?
a. Avoiding
b. Collaboration
c. Competing
d. Accommodation
ANS: A
Practice Nursing
1. The two biggest problems in health care today are related to:
a. centralized patient data and flow of information.
b. patient safety and soaring health care costs.
c. physician/patient conflicts and consumer groups.
d. clinical expertise and conflict management skills.
ANS: B
The two biggest problems in health care today are related to patient safety and soaring
costs.
PTS: 1 DIF: Comprehension REF: INNOVATION
2. A conflict management technique where both sides work together to develop an optimal
outcome is called:
a. avoiding.
b. competing.
c. confronting.
d. collaborating.
ANS: D
Collaborating is when both sides work together to develop an optimal outcome.
Avoiding is ignoring the conflict. Competing is when two or three sides are forced to
compete, and it produces a winner. Confronting is an obvious movement to stop
conflict at the very start.
PTS: 1 DIF: Comprehension
, REF: CONFLICT MANAGEMENT
3. The nurse manager wants to change the care delivery model from one of team nursing to
that of primary nursing. The nurse manager decides to approach the change using
Havelocks model. Which steps would need to be completed during Havelocks planning
stage?
a. Gaining acceptance
b. Choosing a solution
c. Acquiring resources
d. Stabilizing and self-renewal
ANS: C
According to Havelocks model of change, the nurse manager would acquire resources
during the planning stage. Other steps to be accomplished during this stage include
building relationships and diagnosing the problem. Gaining acceptance and choosing
a solution are steps in the moving stage. Stabilizing and self-renewal occur during the
refreezing stage.
PTS: 1 DIF: Application
REF: TRADITIONAL CHANGE THEORIES
4. A new graduate nurse has been having difficulty working with one of the older nurses and
has requested to be assigned to the evening shift. Which approach to conflict management
has the new nurse chosen?
a. Avoiding
b. Collaboration
c. Competing
d. Accommodation
ANS: A
