The nurses on the unit have approached the nurse-manager with reports

QUESTION

The nurses on the unit have approached the nurse-manager with reports that a physician is abusive and rude in interactions with staff.

The nurse-manager says, “Don’t take the remarks personally and maybe they will stop.” This is an example of which negotiation technique?
1. Forcing
2. Bargaining
3. Smoothing over
4. Avoidance

ANSWER:

Correct Answer: 3

Smoothing over is a short-term resolution focused on minimizing the felt conflict without resolving it. Forcing uses power or influence to impose a preference and may include using a higher authority to enforce change. In this situation, forcing could be done by the nurse-manager complaining to the chief of medical staff about the physician’s behavior. Bargaining is the same as negotiating. Avoidance is when one side of the conflict makes the decision to cease discussion and withdraw. If the nurse-manager had said “Just ignore the remarks,” that would be avoidance.