Let’s Argue About it
(Conflict Management)
(Conflict Management)
During this stage of conflict management, there is no attempt to resolve the conflict, even though both parties are aware of the conflict
What is Avoiding?
During ______ each party gives up something and the emphasis is on accommodating the differences between the parties
What is Negotiation?
_____ is difference in performance between top performing health care organizations and the national average
What is Quality gap?
This phase of conflict is intelectilized and often involves issues and roles. The individual recognizes that that conflict is present
What is perceived conflict?
The first step in approaching a difficult conversation is to sort out ______, the first of the three conversations.
What is What happened?
This type of conflict occurs between two or more people with differing values, goals, and beliefs
What is interpersonal?
True or False, it is okay to use a third party to help negotiate and mediate.
Bonus 100 points if you can name what this process is called
True
What is arbitration/mediation?
____ is the process of measuring products, practices, and services against best performing organizations.
What is Benchmarking?
This is the phase of conflict where no conflict has yet happened but there is a potential for conflict
What is latent phase?
The second step in approaching a difficult conversation is to determine what is your ______ for raising your concern.
What is Purpose?
Focusing on causes, obtaining all the information needed, differentiating between facts and opinions, and arriving at acceptable solutions are all examples of
What is Conflict Management Strategies?
This is defined as all parties reaching an agreement that all parties can support
What is consensus?
This is the most fundamental reason for failure of inefficiency of a process?
What is Root cause?
This stage occurs when conflict is emotionalized
What is felt conflict?
This is defined as a story told in the perspective of an observer with no stake in a certain issue, which allows them to see both sides.
What is Third story?
One party sacrifices their beliefs and allows the other party to win
What is Cooperating/Accommodating?
What is the biggest challenge to reaching a consensus
What is time?
Which organization is in charge of writing national patient safety goals and who takes care of sentinel event reporting?
What is JCO?
This phase occurs when action is taken. This action may be to withdraw, compete debate or seek resolution
What is manifest/overt?
True or False, The individual who starts the difficult conversation has full control over how the conversation will go
What is False?
The internal or external discord that occurs as a result of differences in ideas, values, or beliefs of two or more people is known as
What is Conflict?
What are some strategies to maintain composure during negotiation
What is being patient, taking breaks, keep an open mind?
____ occur in about 6% of hospitalized patients and are to blame for about 20% of all disabling patients due to medical errors
What is Adverse drug events (ADE’s)?
This is the end result of a conflict, it always occurs after a conflict
What is conflict aftermath?
The final step of problem-solving is to determine how to keep open _________ going forward.
What is Communication?