NSC 242 Exam Study Guide.
Conflict: - answer*Potential whenever two people come together
*Inevitable - can be advantageous
*Conflict resolution needed: 1) to build positive relationships *2) to meet own needs (not hide
from conflict)
Types of Conflict: - answer*Intrapersonal -occurring within ...
*Identify differences -where do we not agree? -or agree
*Look at other point of view / consider the other person (ex-low staff, people calling in last
minute & no one available)
*Brainstorm - assess all ideas prior to determining best solution
*Select best solution for all parties (give it to the other person for the greater good)
*Reach agreement about how conflict will resolve and not re-occur.
*Plan: what, where, and when (go to charge nurse who can watch patients while managing 11 of
them, both win & come out okay)
*Evaluate how well the solution worked out. (If it doesn't work out well, need to go back to step
1 & have a plan)
Confrontation- Purpose: - answer✔*Being able to identify and respond regarding discrepancies
in another person's behavior in a way that can help the other person to grow (think of triangle)
start to have a conversation, don't refuse.
*Inviting clients and colleagues to examine incongruities between feelings, beliefs, attitudes, and
behavior
Confrontation- Two Parts: - answer✔1. Make others aware of destructiveness or lack of
productiveness of their behavior
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