ANM Communication Strategies & Conflict Resolution 5 — Questions and Answers
Question 1: Which Thomas-Kilmann conflict mode involves high assertiveness and high cooperativeness?
- Competing
- Avoiding
- Compromising
- Collaborating (Correct answer)
Correct answer: Collaborating
Collaborating is the only mode that is simultaneously highly assertive and highly cooperative, seeking a fully satisfying solution for both parties.
Question 2: An ANM needs to communicate a new policy change that staff may resist. The MOST effective strategy is to:
- Announce it via email to avoid questions
- Implement it without announcement to minimize resistance
- Hold a staff meeting to explain the rationale and answer questions (Correct answer)
- Delegate the communication to charge nurses without briefing them first
Correct answer: Hold a staff meeting to explain the rationale and answer questions
Transparent communication of the rationale and an open Q&A reduces resistance and increases staff buy-in.
Question 3: Cultural humility in communication, as it applies to an ANM's role, PRIMARILY means:
- Treating all staff identically regardless of background
- Recognizing and respecting cultural differences while remaining open to learning (Correct answer)
- Deferring all cultural concerns to the diversity officer
- Avoiding discussions of cultural differences altogether
Correct answer: Recognizing and respecting cultural differences while remaining open to learning
Cultural humility involves ongoing self-reflection and respect for diverse perspectives rather than assuming a one-size-fits-all approach.
Question 4: A staff member repeatedly misses deadlines despite prior verbal reminders. The ANM should NEXT:
- Continue with verbal reminders
- Issue a formal written warning documenting the behavior and expectations (Correct answer)
- Terminate the employee after the next missed deadline
- Remove the staff member from committee responsibilities
Correct answer: Issue a formal written warning documenting the behavior and expectations
Escalating to a written warning creates a formal record and communicates the seriousness of the pattern.
Question 5: During a conflict mediation session, the ANM notices one party is dominating the conversation. The BEST intervention is to:
- Allow the dominant party to continue to reach resolution faster
- Summarize the dominant party's points and explicitly invite the other party to respond (Correct answer)
- End the session and refer both parties to HR
- Side with the quieter party to balance the discussion
Correct answer: Summarize the dominant party's points and explicitly invite the other party to respond
Summarizing and redirecting ensures equitable participation and prevents one-sided resolution.
Question 6: Which of the following BEST describes 'downward communication' in a nursing unit?
- Staff reporting concerns to the ANM
- The ANM sending performance feedback to staff (Correct answer)
- Two staff nurses discussing patient assignments
- A staff nurse communicating with the pharmacy
Correct answer: The ANM sending performance feedback to staff
Downward communication flows from a higher authority to subordinates, such as directives and feedback from manager to staff.
Question 7: An ANM is preparing to deliver bad news to a staff member about a schedule change that significantly impacts them. The BEST approach includes:
- Delivering the news via text to give the employee time to process alone
- Scheduling a private in-person meeting, stating the facts clearly, and allowing time for the employee to respond (Correct answer)
- Asking a charge nurse to deliver the news on the ANM's behalf
- Announcing the change at a staff meeting to be transparent with everyone simultaneously
Correct answer: Scheduling a private in-person meeting, stating the facts clearly, and allowing time for the employee to respond
Private, direct, compassionate delivery respects the individual's dignity and allows for a genuine two-way conversation.
ANM Communication Strategies & Conflict Resolution 5
Which Thomas-Kilmann conflict mode involves high assertiveness and high cooperativeness?