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Rationale 3: Smoothing includes statements or actions such as complementing one’s opponent, downplaying
differences, and focusing on minor areas of agreement. Agreeing about the length of lunch break is one such
minor area.
Rationale 4: The statement the “we can get along” is a statement of avoidance.
Global Rationale:
Cognitive Level: Analyzing
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Evaluation
Learning Outcome: 12-4: Identify different approaches that can be used to manage conflict.
Question 14
Type: MCSA
The hospital has an annual campaign in which the staff is divided into two teams to raise money for hospital
special events. The team raising the most money gets possession of a “trophy” designed by the administrative
staff. This is an example of which type of conflict?
1. A conflict that is disruptive to the work of the hospital
2. A competitive conflict that is positive to the work environment
3. An intragroup conflict that is not appropriate in health care
4. A felt conflict that will result in unresolved feelings of frustration
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Assessment
Sullivan, Effective Leadership and Management, 8/e Test Bank
Copyright 2013 by Pearson Education, Inc.
Learning Outcome: 12-1: Describe why conflict can be positive or negative.
Question 15
Type: MCMA
Why does conflict help generate change?
Note: Credit will be given only if all correct choices and no incorrect choices are selected.
Standard Text: Select all that apply.
1. Conflict assists change to occur more rapidly than it would otherwise.
2. It brings more attention to an issue in need of change.
3. People get involved because conflict breeds curiosity.
4. If there is an existing conflict, a change must occur to stop the conflict.
5. Change is inevitable, and some people refuse to change, which causes conflict.
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Assessment
Learning Outcome: 12-2: Discuss how conflict can help generate change.
Question 16
Type: MCSA
Sullivan, Effective Leadership and Management, 8/e Test Bank
A new triage area has been built in the emergency department causing conflict between the nurse manager and the
nurses who think the design is not “user friendly.” After repeated complaints the nurse manager asks maintenance
to change the arrangement of the room. What is the most important reason this change occurred?
1. The complaints motivated the nurse manager to make the change to increase unit effectiveness.
2. The room design was uncomfortable for the nurses, which convinced the nurse manager to change the design.
3. The nurse manager was afraid the nurses would refuse to work in the room so the room had to be changed.
4. The nurses would keep complaining so the nurse manager changed the room to stop the griping.
4. Physicians do not know what is going on with clients if the residents do not tell them.
Rationale 4: This situation is a potential conflict between the health care workers who believe that the husband
can take care of the wife and the husband who believes that he cannot.
Global Rationale:
Cognitive Level: Analyzing
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Implementation
Learning Outcome: 12-3: Describe the components of conflict.
Question 19
Type: MCSA
The nursing staff is continually upset about inability to provide clients with supplies needed because third-party
payers will not reimburse for those items. This is an example of which conflict antecedent?
1. Task interdependencies
2. Distancing
3. Role
4. Incompatible goals
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Assessment
Learning Outcome: 12-3: Describe the components of conflict.
Question 20
Type: MCSA
Sullivan, Effective Leadership and Management, 8/e Test Bank
Which is the most important factor in whether a conflict will be perceived or felt between two nurses?
1. How well the nurses know and trust each other
2. If the nurses are on the same job level
3. The congruence of the nurse’s values and beliefs
4. Whether or not the nurses perform the same roles
3. “I’ve almost forgotten what started this, I just focused on beating her.”
4. “I am going to win this argument.”
5. “He is so wrong, he just has to go.”
