Two nurses approach their manager about a conflict regarding the next month's schedule. The nurses are talking loudly and at the same time. The manager most effectively uses communication skills to resolve the conflict by:
a. Taking both nurses aside, separately and then together, and charging them with re-solving the problem without her direct intervention.
b. Listening to each nurse speak to the other without interruption and asking clarifying questions to help them resolve the issue themselves.
c. Separating the nurses, instructing each to decide how the problem can be resolved, and meeting with them the next day.
d. Calling an emergency scheduling com-mittee meeting and asking volunteers to resolve the conflict between the two nurses.
B
Negotiation involves the presentation of an opening position with each party, then moving on until they achieve a mutually agreeable result or until one or both move away from a failed nego-tiation. Negotiation occurs when one party has something that the other party values, such as a desired schedule.
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