NCOM 1000 Final Exam Study Set with Complete Solutions
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Course
NCOM 1000
Institution
NCOM 1000
NCOM 1000 Final Exam Study Set with Complete SolutionsNCOM 1000 Final Exam Study Set with Complete SolutionsNCOM 1000 Final Exam Study Set with Complete SolutionsNCOM 1000 Final Exam Study Set with Complete Solutions
What is conflict? - ANSWER--Active disagreement
-Individuals cannot agree on a w...
NCOM 1000 Final Exam Study Set
with Complete Solutions
What is conflict? - ANSWER--Active disagreement
-Individuals cannot agree on a way in which their needs can be met
Interpersonal conflict - ANSWER-Our daily personal & professional life is
inevitable
Conflict Resolution - ANSWER-A method & process used in facilitating the
peaceful ending of conflict
Non-confrontational Approach - ANSWER--(Non-assertive)
-Avoids conflict at all costs
-Individual avoids expressing their opinions and feelings
-Individual avoids identifying & meeting their needs
-Give up & put the other person's needs above their own
2 types of confrontational approaches - ANSWER--Aggressive Approach
-Passive-Aggressive Approach
Healthy Work Environment - ANSWER--Mutual respect among healthcare
members is integral to healthy communication
-Yet physical and emotional abuse continues to be a problem
Behaviors Contributing to Incivility - ANSWER--All result in a negative effect
on the recipient, the culture of the unit or organization
,-All contribute to the mortality of a patient, compromise patient safety and
exist on a continuum from subtle to threatening
Aggressive Approach - ANSWER--Expression of feelings & opinions and
advocate for needs in a way that demeans or violates the rights of others
-Can be verbally and/ or physically abusive, Could verbally attack the
character or competence of an individual
-Use blaming or scapegoating
-Demonstrate little insight into the effect the behavior has on others
Organizational Culture - ANSWER--Pertains to how & why things are done in
the workplace & rules that guide them
-Can be healthy or unhealthy
-Interrelated with communication practices, emotional intelligence &
behavior
-Impacts patient safety, workplace morale & patient experience
Healthy Organizational Culture - ANSWER-Communication, emotional
intelligence & behaviors among staff are demonstrated by:
-Open, honest & respectful exchange of ideas
-Requests for & offering of help
-Timely and compassionate response to patient needs & requests
-The setting of limits & honoring of others' boundaries
-An exchange of constructive feedback, ownership of mistakes & willingness
to teach or learn
Passive-Aggressive Approach - ANSWER--Expresses
anger/resentment/hostility in a manner that is incomprehensible & appears
to actually be kind and caring
-Intimidating, counterproductive & does not constructively resolve conflict
, 3 Responses used by the individual in a non-confrontational approach -
ANSWER--Accommodating
-Avoiding
-Compromising
Accommodating - ANSWER--Willingness to meet the needs of others at your
own expense
-Person is not typically assertive and is cooperative to a fault
Avoiding - ANSWER--Avoid conversations on controversial topics
-May worry about hurting someone's feelings, or not feel confident in their
own opinions.
-Not good reasons to avoid conflict
Compromising - ANSWER--Try's to find a solution so everyone gets partly
satisfied
-Used well in holiday scheduling or weekend sick call
-Doesn't always work as everyone stands to lose something
Respectful Approach to Resolve Conflict - ANSWER--Assertive Approach
Assertive Approach - ANSWER--Respectful and cooperative approach to
resolve conflict
-individual states what they want, feel, think or believe in a manner that is
open & nonjudgmental
-Ensures the rights of the other's person are respected
-Demonstrates ownership of thoughts, feelings, & actions in working toward
a resolution
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