Conflict Basics
This is defined as a disagreement arising from differences in attitudes, values, or needs that results in stress or tension.
What is conflict?
This conflict style is considered the most effective and results in a “win-win” outcome.
What is collaboration?
These statements take responsibility for personal feelings and reduce defensiveness.
What are “I” statements?
Nurses are at three times greater risk for workplace violence than other professionals in this global health organization’s findings.
What is the World Health Organization (WHO)?
This acronym guides conflict resolution steps: Prepare, Organize, Proceed, Possibilities, Agree.
What is POPPA?
Conflict can be either this type, leading to growth, or this type, leading to dysfunction.
What is functional and dysfunctional conflict?
This style involves surrendering your own needs to maintain harmony and results in an “I lose, you win” outcome.
What is accommodation?
The best type of question to use in conflict resolution because it is neutral and collaborative.
What are “how” questions?
Approximately this percentage of nurses experience violence during their career.
What is 80%?
In deescalation, you should stand at this angle instead of face-to-face positioning.
What is at an angle (side position)?
All conflicts contain these two elements: a concrete content problem and this type of issue involving emotional response.
What are relationship (or process) issues?
This style involves domination and suppression of the other person’s rights.
What is competition?
This tone and pitch are recommended when delivering an assertive message.
What is a firm but moderate tone?
These three hospital settings have the highest risk for workplace violence.
What are emergency departments, psychiatric settings, and nursing homes?
When working with an enraged individual, reasoning is often ineffective; the nurse should focus on this instead.
What is deescalation?
According to The Joint Commission, this is the most common cause of nurse–patient conflict.
What is miscommunication?
This commonly used nursing style postpones the conflict and may damage the relationship long-term.
What is avoidance?
According to the “I” statement format: “I feel ___ when ___ because ___.” The second blank should describe this.
What is the behavior (nonjudgmentally described)?
The 3 Ps of crisis deescalation stand for these three words.
What are Position, Posture, and Proximity?
According to deescalation guidelines, nurses should devote only this many minutes attempting to calm before escalating intervention.
What is 3–5 minutes?
Unresolved conflict can lead to this serious nurse outcome characterized by emotional exhaustion.
What is burnout?
In this style, each party gives up something, but neither is fully satisfied.
What is compromise?
This type of behavior focuses on dominating others and often uses “you” statements that assign blame.
What is aggressive behavior?
During deescalation, if you feel in danger, you should immediately do this.
What is leave and call for help?
After a violent incident, this step is essential to prevent recurrence and improve safety.
What is immediate debriefing and reporting?