Conflict Resolution and Communication Flashcards

A nurse manager notices two staff nurses have stopped speaking to each other after a scheduling dispute. Which initial intervention is most appropriate?

Answer: Meet with each nurse individually to understand their perspectives

Meeting individually with each party allows the manager to gather objective information before facilitating a joint resolution.

During a shift handoff, a day-shift nurse uses aggressive language toward the night-shift charge nurse. The assistant nurse manager should:

Answer: Separate the individuals and address the behavior privately after the handoff is complete

Addressing aggressive behavior privately after ensuring patient safety maintains professionalism and protects dignity.

Which communication technique is MOST effective when delivering constructive feedback to an underperforming nurse?

Answer: Use specific, observable behaviors and describe the impact on patient care

Specific, behavior-focused feedback tied to patient care outcomes is more actionable and less likely to trigger defensiveness.

A staff nurse tells the ANM that a colleague is consistently taking longer breaks, increasing the workload for others. This is best characterized as:

Answer: Process conflict

Process conflict involves disagreements about how work is being carried out, including task responsibilities and procedures.

An ANM is mediating between a physician and a bedside nurse who disagree about a patient's pain management plan. The most collaborative approach is to:

Answer: Facilitate a structured conversation focusing on the patient's best outcome

Facilitating a structured, patient-centered dialogue encourages collaboration and shared problem-solving across disciplines.

Which of the following best describes 'active listening' in a conflict resolution context?

Answer: Fully concentrating, understanding, and responding to what is being said

Active listening involves full engagement, comprehension, and empathetic response rather than passive hearing or scripted repetition.

A nurse manager uses the 'I' statement approach when addressing conflict. An example of a correct 'I' statement is:

Answer: 'I felt concerned when the meeting was missed because care coordination suffers.'

'I' statements express the speaker's feelings and observations without assigning blame, reducing defensiveness in the listener.