The nurse manager of a long-term care facility was mediating an interpersonal conflict between a staff nurse and a nurse's aide who worked together on the night shift. One strategy that the nurse manager used was to:
a. Allow each staff member to blame the other
b. Encourage the staff nurse to tell her side of the story
c. Allow the nurse's aide to tell the staff nurse which of her personality traits bothered him
d. Encourage each staff member to listen to the other's point of view
Question 2During the breakthrough negotiation between the hospital's unlicensed workers and the nurse manager of a unit, the nurse manager reframed a personal attack by the unlicensed workers by saying:
a. I don't agree with you.
b. I understand that you are angry.
c. How would you deal with the situation?
d. What do you think will happen if we reach agreement?
Question 3The hospital administrator began the bargaining process with the staff nurses by sarcastically saying, I know that you are intelligent people. The hospital administration was playing what dirty trick?
a. Seducing the staff nurses
b. Annoying the staff nurses
c. Demeaning the staff nurses
d. Using a smoke screen approach
Question 4The licensed personnel were told that they could no longer wear different-colored scrubs as their uniforms. They were told that they had to wear white uniforms.
Because the licensed personnel were unionized, they refused to continue working until they could resume wearing different-colored scrubs. The best way for the nurse manager to handle this situation would be to:
a.
Express the shared value of choice with the licensed personnel
b.
Use the nurse manager's authority and force them to comply
c.
Demonstrate acceptance of their request
d.
Explore the reason for the resistance to wearing white uniforms
Question 5The hospital hired a consultant in the hopes of developing:
a. An adversary
b. An opponent
c. An ally
d. A bedfellow
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