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26 Cards in this Set

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Collaboration
Collaboration is a development of partnerships to achieve the best possible outcomes that reflect the particular needs of the patient, family, or community, requiring an understanding of what others have to offer.

The word collaboration is derived from the Latin word collaborare, which means to labor together or to work with others in an intellectual endeavor.
Nurse-to-nurse collaboration includes
Mentoring, educating, bedside
happens in all levels of nursing and in various types of practice
Interorganizational collaboration
Pooling resources and information benefits both patients and communities
What are the Four attributes necessary for effective interprofessional collaboration
Values and ethics
Roles and responsibilities
Communication
Teams and teamwork
Role conflict is when?
when two people have same or related responsibilities with ambiguous boundaries
Lateral violence
Communication conflict is?
failing to discuss differences with one another can lead to problems with communication
Lateral violence
Goal conflict is when?
when one nurse places his/her personal achievement and advancement above everyone else’s, conflict can occur
Personality conflict is when?
can’t we all just get along?
Lateral violence
Ethical or values conflict is when?
different types of nurses have different value systems
Lateral violence
Common Areas of Conflict
Between Nurses and Patients and Between Nurses and Patients’ Families:
Quality of care—how does hospital meet their special needs?
Treatment decisions—physician may order treatments with which family does not agree
Family involvement—family’s real need to feel significant
Quality of parental care—model positive parenting techniques
Staff inconsistency—make sure that each shift is consistent in enforcing hospital policies, and that they notify other shifts of any attempts at manipulation by family members or patients
Possible Outcomes of Conflict
Disturbing issues brought out into open may avert more serious conflict
Group cohesiveness may increase as individuals resolve issues
New leadership may develop as consequence of resolution
Results of conflict can be constructive, as occurs when productive outcomes are achieved; or they can be destructive, leading to poor communication and creating dissatisfaction
What Are Ways to Resolve Conflict?
Accomodation
Collaboration
Compromise
Avoidance
Competition
The key to successfully managing conflict is tailoring your response to fit each conflict situation instead of just relying on one particular technique
Accommodation
Lose-Win
"The peace Maker"
Suppresses and Smothes over differences.
Dreads Conflict
Maintains Harmony
Collaboration
Win-Win
"The Problem-Solver
Assertive and cooperative
Objectively evaluates differing views
Often leads to creativity and new ideas
Compromise
No Lose- No Win
"The Treder"
Middle of the Road position
Give and take both parties
Seldom Confronts Conflict
Avoidance
Lose-Lose
"The Escapist"
Withdrawals from situations
Tries to remain neutral
Delays Responding to Conflict
Competition
Win-Lose
"The Player"
Bassed on Power
Aggressive and Uncooperative
Appropriate in short term needs.
Lateral Violence
Nurse-to-Nurse

occurs between peers at the same power level on the nursing hierarchy (e.g.,
staff nurse to staff nurse; nurse manager to nurse manager
includes behaviors such as withholding information, backbiting, making snide remarks, and nonverbal expressions of disapproval such as raising eyebrows or making faces

It interferes with effective health care team communication and jeopardizes patient safety.
What Are Some Basic Guidelines for Which Technique to Use?
Deal with issues, not personalities
Take responsibility for yourself and your participation
Communicate openly
Listen actively
Sort out the issues
Identify key themes in the discussion
Weigh the consequences
Vertical Violence
Vertical violence occurs between individuals at different
power levels on the nursing hierarchy and may be directed downward (e.g., nurse
manager or charge nurse to staff nurse) or upward, (e.g., staff nurse to nurse manager
or charge nurse).
Vertical violence behaviors are intimidating and/or undermining and reflect either an abuse of legitimate authority or abuse of informal power. The abuse of
legitimate authority includes behaviors such as excessive criticism, unreasonable work
assignments, and withholding opportunities3
What Are Some Techniques for Handling Difficult People?
Don’t get run over, step aside
Stand up for yourself
Give them a little time to run down and express what they might be ranting about
Sometimes it is necessary to be rude; get your word in any way you can
If possible, try to get them to sit down
Maintain eye contact
Don’t argue with them or try to cut them down
When they finally hear you, be ready to be friendly
What Is Anger?
Anger has two faces
Guilt: Anger aimed inward at what we did or did not do

Resentment: Anger directed toward others at what they did or did not do
Both accumulate over time and lead to a cycle of negative energy poisoning our relationships and stifling our personal growth
What Is the Solution for Dealing with Anger?
Stop
Look
Change
Get Active
Refocus
Stop—Appraise situation
Look—What image is about to be or has been breached about yourself or another?
Change—How do you change the image? One of the ways is to use humor. Humor makes the anger (guilt and resentment) tolerable
Get active—Try exercise
Refocus on something positive—Breathe
The management of a community hospital is trying to encourage a more collaborative environment among staff members. Which concept is most important for management to develop first?
1).Post educational posters about how well collaboration is being performed
2). Highlight that no single profession can meet the needs of all patients
3). Provide meetings for each department on how their role affects patients
4) Begin implementing evaluations of collaborative skills on annual performance reviews
A nurse manager has recently overheard several negative comments made by nurses on the unit about other nurses on the unit. The manager recognizes that the nurses are exhibiting what type of behavior that is detrimental to collaboration?
Vertical violence
Lateral violence
Descending violence
Personal violence
Lateral Violence
The nurse and physician are explaining the home care that will be needed by a patient after discharge. The patient's spouse states angrily that it will not be possible to provide the care recommended. What is the best response by the nurse?
1) "Let me review what is needed again."
2) "It is important that you do what the physician has prescribed."
3) "What concerns do you have about the prescribed care?”
4) "I can come back after you talk with your spouse about the care."