Chapter 13: Conflict Management
MULTIPLE CHOICE
1. Consider the following terms used to label different styles of handling anger—the
Sherman tank, the sniper, the constant complainer, and the clam. Which of the
following comments would you expect a Sherman tank to make?
a. “That sure sounded like a put-down to me.”
b. “How dare you accuse me of not putting away the linen!”
c. “So, you think you know everything, eh?”
d. “Why do we always have to rotate shifts?”
ANS: B
Sherman tanks attack individuals and have a strong need to prove to themselves and
to others that their view of a situation is right. Their comments are abusive and abrupt
and can be intimidating. Snipers take “potshots” at others and are not as openly
aggressive as Sherman tanks. Constant complainers do just that—they complain but
offer no solution. Clams also behave like their name—they clam up and refuse to
respond when you need an answer or want to talk.
PTS: 1 DIF: Cognitive Level: Knowledge/Remembering
REF: p. 288 OBJ: Discuss solutions and alternatives in dealing with anger.
TOP: Conflict management MSC: NCLEX®: Not applicable
2. Which action by the nurse has a potential for creating role conflict?
a. Arguing that the nurse on the next shift is responsible for weighing a
patient
b. Failing to discuss differences with a coworker the nurse is angry with.
c. Placing the nurse’s personal achievement over that of coworkers
, d. Trying to change another nurse’s personality
ANS: A.
Arguing with another nurse about whose responsibility it is to weigh a patient is an
example of a role conflict. Failing to discuss differences is a communication conflict.
Placing personal achievements about those of others is goal conflict. Trying to change
another nurse’s personality is personality conflict.
PTS: 1 DIF: Cognitive Level: Knowledge/Remembering
REF: p. 283 OBJ: Identify common factors that lead to conflict.
TOP: Conflict MSC: NCLEX®: Not applicable
3. Which of the following scenarios shows an ethical conflict?
a. A nurse who consistently speaks poorly of another nurse for always being
“grumpy”
b. A nurse who has a hard time respecting “no codes” on young patients
c. A nurse who refuses to run a systems check on the glucometers because
“it’s night shift’s duty”
d. A nurse who forgets to alert family members to a change in visiting hours
ANS: B.
A nurse who has a hard time respecting “no codes” on young patients is experiencing
an ethical conflict. A nurse who speaks poorly of another nurse has a personality
conflict. A nurse who refuses to run controls on a glucometer has a role conflict. A
nurse who forgets to alert family members to a change in visiting hours has a
communication conflict.
PTS: 1 DIF: Cognitive Level: Knowledge/Remembering
REF: p. 283 OBJ: Identify common factors that lead to conflict.
TOP: Conflict MSC: NCLEX®: Not applicable
, 4. A nurse is aware that an area of conflict between nurses and patients’ families is
quality of parental care. Which action would not help the nurse reduce conflict?
a. Become frustrated with the parents for lack of participation in care.
b. Model positive parenting techniques.
c. Encourage parents to meet other parents.
d. Give out information about parenting classes.
ANS: A
To reduce conflict that nurse can model positive parenting techniques, encourage
parents to meet other parents and give out information about parenting classes. The
nurse should avoid becoming frustrated with parents because this will likely cause
conflict.
PTS: 1 DIF: Cognitive Level: Comprehension/Understanding
REF: p. 284 OBJ: Identify common factors that lead to conflict.
TOP: Conflict MSC: NCLEX®: Not applicable
5. What can staff nurses do to reduce conflict with patients and families?
a. Allow nurses to enforce what they feel comfortable with.
b. Keep treatment decisions between the patient and health care team only.
c. Do not allow family to participate in patient care.
d. Maintain consistency in enforcing rules and policies.
ANS: D
To reduce conflict with patients and families, the nurse can maintain consistency in
enforcing rules and policies. Allowing each nurse to enforce rules they are
comfortable with, keeping treatment decisions between the patient and the health care
team, and not allowing family to participate in care may increase conflict.
PTS: 1 DIF: Cognitive Level: Knowledge/Remembering
MULTIPLE CHOICE
1. Consider the following terms used to label different styles of handling anger—the
Sherman tank, the sniper, the constant complainer, and the clam. Which of the
following comments would you expect a Sherman tank to make?
a. “That sure sounded like a put-down to me.”
b. “How dare you accuse me of not putting away the linen!”
c. “So, you think you know everything, eh?”
d. “Why do we always have to rotate shifts?”
ANS: B
Sherman tanks attack individuals and have a strong need to prove to themselves and
to others that their view of a situation is right. Their comments are abusive and abrupt
and can be intimidating. Snipers take “potshots” at others and are not as openly
aggressive as Sherman tanks. Constant complainers do just that—they complain but
offer no solution. Clams also behave like their name—they clam up and refuse to
respond when you need an answer or want to talk.
PTS: 1 DIF: Cognitive Level: Knowledge/Remembering
REF: p. 288 OBJ: Discuss solutions and alternatives in dealing with anger.
TOP: Conflict management MSC: NCLEX®: Not applicable
2. Which action by the nurse has a potential for creating role conflict?
a. Arguing that the nurse on the next shift is responsible for weighing a
patient
b. Failing to discuss differences with a coworker the nurse is angry with.
c. Placing the nurse’s personal achievement over that of coworkers
, d. Trying to change another nurse’s personality
ANS: A.
Arguing with another nurse about whose responsibility it is to weigh a patient is an
example of a role conflict. Failing to discuss differences is a communication conflict.
Placing personal achievements about those of others is goal conflict. Trying to change
another nurse’s personality is personality conflict.
PTS: 1 DIF: Cognitive Level: Knowledge/Remembering
REF: p. 283 OBJ: Identify common factors that lead to conflict.
TOP: Conflict MSC: NCLEX®: Not applicable
3. Which of the following scenarios shows an ethical conflict?
a. A nurse who consistently speaks poorly of another nurse for always being
“grumpy”
b. A nurse who has a hard time respecting “no codes” on young patients
c. A nurse who refuses to run a systems check on the glucometers because
“it’s night shift’s duty”
d. A nurse who forgets to alert family members to a change in visiting hours
ANS: B.
A nurse who has a hard time respecting “no codes” on young patients is experiencing
an ethical conflict. A nurse who speaks poorly of another nurse has a personality
conflict. A nurse who refuses to run controls on a glucometer has a role conflict. A
nurse who forgets to alert family members to a change in visiting hours has a
communication conflict.
PTS: 1 DIF: Cognitive Level: Knowledge/Remembering
REF: p. 283 OBJ: Identify common factors that lead to conflict.
TOP: Conflict MSC: NCLEX®: Not applicable
, 4. A nurse is aware that an area of conflict between nurses and patients’ families is
quality of parental care. Which action would not help the nurse reduce conflict?
a. Become frustrated with the parents for lack of participation in care.
b. Model positive parenting techniques.
c. Encourage parents to meet other parents.
d. Give out information about parenting classes.
ANS: A
To reduce conflict that nurse can model positive parenting techniques, encourage
parents to meet other parents and give out information about parenting classes. The
nurse should avoid becoming frustrated with parents because this will likely cause
conflict.
PTS: 1 DIF: Cognitive Level: Comprehension/Understanding
REF: p. 284 OBJ: Identify common factors that lead to conflict.
TOP: Conflict MSC: NCLEX®: Not applicable
5. What can staff nurses do to reduce conflict with patients and families?
a. Allow nurses to enforce what they feel comfortable with.
b. Keep treatment decisions between the patient and health care team only.
c. Do not allow family to participate in patient care.
d. Maintain consistency in enforcing rules and policies.
ANS: D
To reduce conflict with patients and families, the nurse can maintain consistency in
enforcing rules and policies. Allowing each nurse to enforce rules they are
comfortable with, keeping treatment decisions between the patient and the health care
team, and not allowing family to participate in care may increase conflict.
PTS: 1 DIF: Cognitive Level: Knowledge/Remembering
