ANM - Assistant Nurse Manager Conflict Resolution and Communication Questions and Answers

Question 1

An Assistant Nurse Manager (ANM) is mediating a conflict between two staff nurses who disagree on the fairness of the patient care assignment.
One nurse feels consistently overburdened.
To facilitate a collaborative resolution, which action should the ANM take first?

Accepted Answer

Meet with each nurse separately to explore their perspectives and feelings.

Answer

Ask each nurse to propose a solution to the charge nurse.

Answer

Implement a rotating patient assignment system immediately.

Answer

Review the unit's staffing policies with both nurses together.

Question 2

An ANM observes a seasoned nurse using a competing conflict management style, characterized by high assertiveness and low cooperativeness, during a disagreement with a new graduate over a clinical procedure. In which situation would this style be most appropriate?

Accepted Answer

When an immediate decision is required during a patient emergency.

Answer

When deciding on the theme for the next unit-based social event.

Answer

When trying to build long-term team cohesion and morale.

Answer

When exploring the underlying causes of a recurring workflow issue.

Question 3

Which of the following is the primary goal of using a structured communication tool like SBAR (Situation, Background, Assessment, Recommendation) in a clinical setting?

Accepted Answer

To create a standardized framework that reduces ambiguity and supports patient safety.

Answer

To replace the need for written documentation in the electronic health record.

Answer

To ensure all conversations between staff are of a specific duration.

Answer

To assign blame when a clinical error has occurred.

Question 4

An ANM is coaching a nurse who tends to use an 'avoiding' conflict resolution style. This approach is characterized by being:

Accepted Answer

Low in assertiveness and low in cooperativeness.

Answer

High in assertiveness and high in cooperativeness.

Answer

High in assertiveness and low in cooperativeness.

Answer

Low in assertiveness and high in cooperativeness.

Question 5

During a tense team meeting about staffing changes, an ANM makes the following statement: 'I can see that you are frustrated about the new weekend schedule. Can you tell me more about what aspects are most concerning?' This statement is an example of which therapeutic communication technique?

Accepted Answer

Reflecting and exploring.

Answer

Providing false reassurance.

Answer

Using a closed-ended question.

Answer

Disagreeing and confronting.

Question 6

Two departments are in conflict over the use of a shared piece of equipment. The ANM decides to use mediation to resolve the dispute. What is the role of the ANM as a mediator?

Accepted Answer

To act as a neutral third party who facilitates negotiation and problem-solving.

Answer

To listen to both sides and then make a final, binding decision.

Answer

To advocate for the department with the most critical patient care needs.

Answer

To enforce existing hospital policy without discussing the parties' concerns.