Conflict Management

  1. List the different kinds of conflict (3)
    • 1. Intergroup: occurs between two or more groups
    • 2. Intrapersonal conflict: occurs within ONE person; workplace constraints preventing nurses applying own values
    • 3. Interpersonal conflict: occurs between two or more people
  2. What are the 5 stages of conflict?
    • 1. Latent conflict / antecedent conditions
    • 2. Perceived conflict: the conflict can now be recognized logically, but it's not progressed to feeling or internalized conflict
    • 3. Felt / affective conflict: the conflict has been emotionalized; the person may feel conflict but not perceive the conflict (hostility, fear, mistrust, anger)
    • 4. Manifest / overt conflict: action stage **where conflict management occurs**
    • 5. Aftermath: can be positive or negative
  3. Which stage of conflict is this?
    People may be in conflict without being aware that they are. An example of this could be that a server at a restaurant may have input the order incorrectly and brought the wrong food.
    Latent stage: the first stage
  4. Which stage of conflict is this: this is when the people involved in a conflict become fully aware of it, and will start the complaint process.
    Perceived stage: the second stage
  5. What stage of conflict is this: customers at a restaurant are complaining to the manager that their food is not the correct order. The manager does not enjoy dealing with the conflict, and the waiter does not enjoy being under scrutiny.
    Felt stage: the third stage
  6. What stage of conflict is this: After the manager hears the complaint about their food being the wrong order, he takes his waiter aside and talks to him about what happened.
    Manifest stage: the others perceive the conflict and it has manifested
  7. What stage of conflict is this: After hearing the complaints of customers about the incorrect order, talking to his employee about it, he now corrects the mistakes and takes the appropriate steps to ensure the employee is more careful in the future.
    Aftermath stage: this takes place when there is some outcome of the conflict, such as a resolution to or dissolution of the problem.
  8. What is this term: 
    It is used to manage conflict, and it occurs when one party in a conflict attempts to pacify the other party or to focus on agreements rather than differences. 

    When is it often used by managers?
    Is it an optimal form of conflict management?
    Smoothing: often used to get someone to acccomodate or cooperate with another party by minimizing the emotional component of the conflict. 

    Although it may work for minor disagreements, it rarely results in resolution of the actual conflict.
  9. Match: This is reserved for serious cases of dysfunctional conflict. Educational modes, training development, or sensitivity training can be used to solve the conflict.

    C. Behavior change
  10. What is this term: This is a temporary solution that should be used in a crisis when there is no time to handle the conflict effectively or when the parties are so enraged that immediate conflict resolution is unlikely.
Card Set
Conflict Management