ANM Conflict Resolution and Communication 2

Question 1

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

Accepted Answer

Meet with each nurse individually to understand their perspectives

Answer

Reassign one nurse to a different unit

Answer

Post a memo reminding staff of professional conduct expectations

Answer

Ignore the situation and allow it to resolve naturally

Question 2

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

Accepted Answer

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

Answer

Reprimand the aggressive nurse publicly to deter future behavior

Answer

File a formal grievance immediately without speaking to either party

Answer

Ask other staff members to mediate the situation

Question 3

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

Accepted Answer

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

Answer

Use general statements like 'you always' to emphasize a pattern

Answer

Focus only on the negative behaviors to stress urgency

Answer

Deliver feedback in a group setting to maximize learning

Question 4

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

Accepted Answer

Process conflict

Answer

Substantive conflict

Answer

Interpersonal conflict

Answer

Relationship conflict

Question 5

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:

Accepted Answer

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

Answer

Side with the physician to maintain the interdisciplinary hierarchy

Answer

Ask both parties to document their positions and submit them to administration

Answer

Defer the conflict to the nurse manager above the ANM

Question 6

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

Accepted Answer

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

Answer

Taking notes while the other person speaks to document the conflict

Answer

Waiting for your turn to speak while planning your response

Answer

Repeating the speaker's words verbatim to confirm accuracy

Question 7

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

Accepted Answer

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

Answer

'You made the team feel undervalued when you skipped the meeting.'

Answer

'Everyone agrees that your behavior is unprofessional.'

Answer

'I think you don't care about the team's success.'