Certified Nurse Manager and Leader (CNML) Practice Test

What approach should a manager take when mediating a conflict?

1. Dominate the conversation

2. Encourage unilateral decisions

3. Facilitate mutual understanding

4. Set rigid outcomes

The correct answer is: Facilitate mutual understanding

The approach that focuses on facilitating mutual understanding is essential in conflict mediation. This method encourages open communication and allows all parties involved to express their perspectives and feelings. By listening to each side and promoting empathy, the manager creates an environment where individuals can acknowledge each other's viewpoints. This collaborative atmosphere helps to build trust and lays the foundation for finding a resolution that is agreeable to everyone involved. Facilitating mutual understanding also involves guiding the conversation in a way that addresses the underlying issues rather than just the symptoms of the conflict. When parties feel heard and understood, they are more likely to work towards a solution that satisfies their needs and fosters ongoing positive relationships, which is crucial in a team-oriented setting. This type of approach not only resolves the immediate issue but also equips team members with better conflict-resolution skills for the future.