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N126-FINAL REVIEW #5

Dobrisky-Conflict in healthcare

QuestionAnswer
What are the three types of conflict? individual, interpersonal and intergroup/organizational
most common type of workplace individual conflict? role conflict
role conflict when there is incompatibilites between one or more role expectations
interpersonal conflict occurs between people, sometimes due to differences and/or personalities, competition, or concern about territory, control or loss
intergroup/organizational conflict conflict between units, services, teams, agencies, healthcare professionals
name some causes of conflict inadequate communication, incorrect facts, lack of trust, unclear position descriptions, inadequate action plans, directions, unstable leadership, receiving direction from two or more bosses, inability to accept change, lack of leadership
what are the three major causes of inter-group conflict? competition for scarce resources, differences in goals, differentiation between co-workers
give an example of a situation where differentiation between co-workers can lead to conflict RN vs nursing assistant
what are the four stages of conflict? latent conflict, perceived conflict, felt conflict, manifest conflict
latent conflict the anticipation of conflict-i know we are going to have a hard time with this..
perceived conflict stage requires recognition or awareness that conflict exists at a particular time
felt conflict begins when individuals begin to have feelings of anxiety or stress related to the conflict
manifest conflict overt conflict, can be constructive or destructive
give 4 examples of destructive behavior ignoring policy, denying a problem, avoiding a staff member, discussing staff in public with negative terms
give 3 examples of constructive behavior encouraging the group to identify and solve the problem, expressing appropriate feelings, offering to help out a staff member
name four ways to prevent conflict allocate resources fairly, clearly state expectations (at all levels), avoid sudden unexplained changes in processes, address staff fears
what are the major goals of conflict management? eliminate or decrease the conflict, meet the needs of the patient, family/significant others and the organization and ensure that all parties feel positive about the resolution
what are the types of power? legitimate, reward, coercive, referent, exper, informational and persuasive
legitimate power power that comes from having a formal position
reward power power that comes from the person's ability to reward others when they comply...salary increases, desired schedules or assignments
coercive power power based on punishment when a person doesn't do as expected or directed
referent power informal power that comes from others recognizing special qualities and is admired
expert power when a person has a extertise they can have power over others who respect that expertise...experts provide sound advice and direction
informational power power arising from the ability to access and share information
persuasive power power that influences others by providing an effective point of view or argument
chain of command vertical chain for decisions and communication
using the correct chain of command will help an rn in what type of unfortunate situation? court
Created by: Lori Dobrisky
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