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L6 Conflict, Stress and Crisis.docx

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NURS 2000
Adele Vukic

Conflict, Stress and Crisis Arnold & Boggs Chapter 14, 20, & 21 Conflict Management:  Avoidance  Accommodation  Competition  Collaboration Avoidance:  Avoid the situation or person  Appropriate when the cost of addressing the conflict is greater than the benefit of resolution.  Postpones the conflict, leads to future problems and damages the relationship.  Lose Lose Accommodation:  Give into the other person.  Cooperative, but not assertive.  Appropriate when the issue is more important to the other person.  Maintain peace, but not dealing with the issue, so it is likely to resurface.  Lose Win Competition:  Domination – exercising power to gain own goals at the expense of the other  Aggression and lack of compromise  Authority is used to suppress conflict.  Justified when quick decision is needed, but leads to problems in long term.  Lose Lose Collaboration  Work together to problem solve.  Identify concerns, clarify assumptions, honest communication & find solution to satisfy all.  Most effective style  Win Win Assertive Behaviour  Setting goals, acting on those goals in a clear, consistent manner and taking responsibilityfor the consequences of those actions.  Stands up for own rights, as well as others. Assertive Indicators  „I” statements; clearly stated  Firm voice; congruent message  Responsible for feelings/needs  Stick to issues  Tactful and aware of others person‟s view  Behaviours are the focus of change. Examples of “I” Statements  I feel uncomfortable when a client‟s personal problems are discussed in the cafeteria because someone may overhear confidential information.  (It is about the behaviour, not about the person.) Aggressive Behaviour  Dominating  Suppressing other person‟s rights  “You” statements  Blaming the other person Passive Behaviour  Denies own rights to avoid conflict Conflict Resolution Principles of Conflict Resolution  Identify conflict issue  Know own response  Stay focused on issue  Identify options  User standards/criteria  Separate issue from people involved Prevention of Conflict  Respectful environment  Notice and intervene if something seems unusual  Utilize verbal and nonverbal commun
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