The unit manager is negotiating a conflict between the staff RNs and nursing assistants. The manager talked to everyone involved and created a list of the main issues. Which step in the negotiation process does this best describe?
A. Manage the emotions.
B. Set ground rules.
C. Clarify the problem.
D. Perform an opening move.
ANS: C. Clarify the problem.
A. This is incorrect. Managing emotions requires the manager to first get his or her own emotions under control and then find out why emotions are high and refocus the discussion on the main issues.
B. This is incorrect. Setting ground rules allows everyone involved a chance to speak and be heard. The manager should also remind staff to speak for themselves and not to criticize or make personal remarks.
C. This is correct. Clarifying the problem includes listing the issues and finding a common theme or cause.
D. This is incorrect. The opening statement sets the stage for the negotiation process.
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