Time Management and Leadership in Nursing: A Document for University Students, Exams of Nursing

Download Time Management and Leadership in Nursing: A Document for University Students and more Exams Nursing in PDF only on Docsity!

NUR2520 QUESTIONS PERFECT FOR FINAL EXAM

• A change in the skills mix has been proposed at a healthcare facility. What action by the nurse manager would best support a ration-empirical change strategy? o Presenting the research evidence that supports the change
• What characteristic of a healthcare organization most clearly suggests that it is an aged organization? o The organization has a history of stifling innovation
• Which activity should a change agent perform in order to best assure a successful implementation of a change? o Being available to support those affected by a change until the change is complete
• The nurse manager is describing the forces that are driving change in today’s healthcare environment. What phenomena should the nurse describe? Select all that apply. o Shortages of healthcare professionals & providers o Increased need to update healthcare related technologies o Decreased third party reimbursement for healthcare services o Increased cost of healthcare services
• A multidisciplinary team has been assigned responsibility for managing the change process in a large healthcare organization. What goal should this team set for their activities? o Employees will not sabotage the change process
• A nurse manage is having difficulty finishing the necessary tasks for each day. When implementing the time management process, what should the manager do first? o Allow enough time for sufficient daily planning
• A nurse manager has set a goal of addressing external time wasters. What phenomenon should the manager address? o The large quantity of paperwork that the manager must complete
• A manager is trying to get in the habit of creating daily lists of tasks. The manager should: o Include flexibility in the implementation of the list
• Which statement about time management is true?

o Keeping a time inventory for a day will allow the manager to identify a time management pattern

• Which tasks should the team leader perform first when planning care for a group of clients? o Prioritize the amount & type of nurse care each client requires
• The nurse manager is frustrated by the quantity of paper clutter. How should the manager best deal with this time waster? o Deal with paper correspondence as soon as possible after it arrives
• A nurse manager is prioritizing tasks. Which tasks should the manager put into the “do now” category? o Covering sick calls for the upcoming shift to ensure there are enough nurses
• The nurse manager is creating a list in order to promote efficiency & productivity. What is the managers best action? o Begin by ranking the priority tasks that need to be accomplished
• What is the best response for a nurse manager to handle someone who has a pattern of lengthy chatter? o “I can’t speak with you now, but I am going to have free time at 11am”
• A leader manager has recognized the need to be more consistent with time management. What skill should the nurse develop in order to facilitate time management? o Prioritizing tasks accurately
• A manager has identified the need to spend more time planning in order to accomplish each day’s tasks. When should the manager do this planning? o At the beginning of each day
• Which statement identifies a common mistake made related to daily planning? o “I always handle each client’s needs as they arise”
• The nurse manager of a hospital unit has categorized some tasks in the “do now” category. The tasks most likely reflect: o The unit’s day-to-day operational needs
• How should the nurse manager most effectively deal with the ever- changing nature of the nursing work environment? o Frequently reassessing personally established priorities
• What is the primary reason for documenting nursing interventions as soon as possible after an activity is completed?

o Deceasing the risk of inaccurate documentation

• A unit manager has been instructed to complete a comprehensive audit of the units use of resources. The manager is daunted by the size of the task, which will likely take several weeks to complete. The manager should: o Divide the project into smaller components that can be more easily completed
• A nurse manager makes lists of tasks for each day. What should the manager do in order to ensure that lists accurately reflect changes in priorities? o Reevaluate the lists on a regular basis & adjust them as needed
• Which statement about time management is true? o Nurses with clearly identified personal goals & priorities have greater control over how they spend their time
• Which activity is associated with a leadership role in time management? o Assisting followers in working cooperatively to maximize time use
• A nurse manager set a goal early in the year to take better control of time management. Upon achieving this goal, the manager is likely to experience what benefits? Select all that apply. o Decrease stress o Enhanced productivity
• The nurse manager at a long-term care facility is participating in fiscal planning for the first time. What is fiscal planning? o A learned skill that improves with practice
• What is an implication of responsibility accounting for a nurse who manages a hospital unit? o The manager is accountable for the way that resources are used on the unit
• A recent switch to a new laundry provider at a long-term care facility has been described as “cost-effective.” What does this imply about the change in laundry service? o It is worth the cost
• The nurse manager of a community health clinic is participating in budget planning for the next year. The manager will most likely assign the most money to what expenditure category? o The personnel budget

• What is the name for a provision of health care in an organized system to subscribing members in a geographical area with an agreed-on set of basic & preventative supplemental health maintenance & treatment services for a fixed, prepaid charge? o A health maintenance organization (HMO)
• What was the primary reason for the development of the prospective payment system? o Skyrocketing healthcare costs following the advent of Medicare & Medicaid
• A client has a managed care program that is organized on the basis of capitation. What is a characteristic of this client’s healthcare? o The client’s providers are paid the same amount each month, regardless of the client’s use of services
• An older adult client has been admitted to the hospital with pneumonia & has been placed on a critical pathway. This tool will allow the care team to: o Standardize the client’s care
• The manager is using a decision package to set funding priorities for a hospital unit. What type of budgeting is the manager most likely using? o Zero based
• What aspect of a client’s care is most likely to be influenced by the Patient Protection & Affordable Care Act? o The number of health insurance plans that the client can choose between
• Which statement concerning a budget is true? o A budget’s reliability decreases if it is prepared significantly in advance of the funding period
• What changed the structure of Medicare payments from a retrospectively adjusted cost reimbursement system to a prospective, risk-based one? o Diagnosis-related groupings
• A client belongs to an HMO that is a preferred provider organization (PPO). When requiring healthcare, this client will most likely: o Choose between the healthcare providers that are in the PPO
• Which statements regarding fiscal planning are true? Select all that apply. o An understanding of economic forces is necessary to perform fiscal planning o Practical experience is key to being a good fiscal planner

o Social influences affect fiscal planning o A successful fiscal planner must be creative

• Which statement about American healthcare budget spending is correct? o Outcomes related to low-birth-weight infants are worse than many other industrialized countries
• Which statements regarding a budget are true? Select all that apply. o A budget contains an estimate of both expenses & income for a fixed period o It allows for an institution to plan for the effective use of its resources o A mortgage is an example of a fixed expense o The cost of supplies is an example of a variable expense
• The leader manager of several inpatient units is participating in fiscal planning. During this process, the leader manager should: o Monitor & evaluate all aspects of the unit’s budget control
• Which client would be most likely to qualify for Medicaid? o An adult client who earns $750 each month
• A nurse is currently in the “promise” phase of career development. What goal should the nurse prioritize during this stage? o Gaining exposure to a variety of experiences
• A nurse manager has been required to justify each item of the following year’s proposed budget. The manager has been instructed that referring to the previous year’s expenditures is not a sufficient justification. What type of budgeting is being used in this facility? o Zero-based budgeting
• A nurse manager is participating in the budgeting process. What task should the manager perform first? o Determining what needs to be covered in the budget
• A nurse is constructing a resumé, the nurse should: o Ensure that the document is concise & easy to read
• A nurse has recently graduated from nursing school & is transitioning into a nursing career. Which activity is the nurse’s personal responsibility for career management? o Developing career goals
• A nurse is interviewing for a position in a healthcare facility. The interviewer identifies a long-term coaching program for career development as one of the

benefits in the organization. The nurse should identify what characteristic of this program? o It occurs over the entire employment tenure of an employee

• A nurse is applying for a job & is not writing a cover letter. The nurse should integrate what characteristics of a cover letter? Select all that apply. o Make a positive first impression o Briefly highlight key points of the resume o Always used when submitting a resume o Introduce the applicant
• A nurse has a colleague for assistance with a complex wound dressing change. What response suggests that the colleague is at a novice level of nursing experience? o “Sure. Can you give me directions & then I’ll do what you say?”
• How can a nursing professional best demonstrate advanced achievement of competencies? o Achieving a new specialty certification
• A nurse is currently in the “momentum” career phase. What activity is most appropriate during this stage of the nurse’s career? o Being a role model to other nurses
• What characteristic of a nurse best indicates the attainment of an “expert” level of nursing experience? o The nurse possesses an intuitive grasp of complex clinical situations
• A recent nursing graduate has begun working full-time & is committed to career planning. What action will be most likely to advance the nurse’s career? o Obtaining professional certification
• An experienced nurse manager describes a recently hired nurse as “very promising>” the manager can best promote this nurse’s career development by: o Providing the nurse with increasingly challenging work assignments
• A nurse manager is arguing for the establishment of a formal career development program in the healthcare facility. What potential benefits should the manager describe? Select all that apply. o Employee attrition can be reduced o Personnel can be used more effectively o New skills are brought into the organization
• What activity is most likely to promote a nurse’s continued competence?

o Acquiring new knowledge & skills on a regular basis

• A manager is conducting career coaching for an employee who is new to the organization. When coaching this employee, the manager should: o Make sure not to intimidate the employee during questioning
• A recent graduate’s mentor is explaining the importance of career planning. What should the mentor teach the recent graduate about career planning? o It required development & implementation of a long-term plan
• A nurse is selectin areas to focus on for continuing education & personal growth over the next year. During this process, the nurse should: o Engage in reflective practice
• A nurse has applied for a new position & has presented a nurse portfolio to the human resources department. This portfolio will allow the nurse to: o Give examples of professional growth
• A nurse manager is launching a career coaching program in the workplace. What is the manager’s best initial action? o Observe employees to see who would most benefit from coaching
• A nurse manager is appraising employees’ competency levels during performance reviews. What goal should the manager set when performing competency assessments? o Helping nurses identify ways to exceed minimal licensing requirements
• Max Weber, as part of the scientific management era, contributed immensely to the development of organizational theory. Which statements are representative of his beliefs? Select all that apply. o Organization charts could depict the hierarch of authority o Impersonality of relationships should exist in organizations o Bureaucracy could provide a rational basis for administrative decisions
• A nurse will soon be creating a plan for continuing competence. What activity should the nurse prioritize when making this plan? o Reflecting on his or her own practice
• After starting a new job, a nurse manager has been surprised at the amount of grapevine communication that happens. The manager should recognize what characteristic of this type of communication? o It is difficult to control & stop
• Which employee of a healthcare organization would likely be considered a middle-level manager?

o The hospital’s nursing supervisor

• A nurse manager is working with a committee that is showing evidence of groupthink. What characteristic of the committee would show evidence of this phenomenon? o Members of the committee are unwilling to take risks with new ideas
• Which characteristic of an organization would suggest that flattening is occurring? o There is reduction in the administration levels
• A manager is participating in introducing a shared governance model to a healthcare organization. What is the manager’s best action? o Form joint practice committees
• A nurse manager has been commissioned to create a new workplace committee that will focus on client safety issues. When forming this committee, the manager should: o Aim for diversity of genders & cultures among the membership
• A nursing supervisor has been given the responsibility for increasing the frequency & thoroughness of nursing assessments on a hospital unit. However, the supervisor does not have the authority to enforce new guidelines for assessment or assign consequences for noncompliance. What is the most likely outcome of this scenario? o The desired outcome will not be achieved
• What should the leader remember when forming committees? o There should be sufficient expertise among committee members to accomplish the assigned task
• A healthcare organization has undergone an organizational restructure that increases nurses’ autonomy & empowerment. What effect is most likely? o Increased effectiveness of client care
• An organization has proposed a policy stating that no more than 5 people should report to any single manager in the organization. What is the most likely outcome of this change in organizational structure? o Efficiency will decrease in the organization
• A healthcare organization utilizes decentralized decision making. What will most likely happen when there is need for decisions to be made in the organization? o A decision can be made at the lowest practical managerial level
• A rural hospital is considering a sharp reduction in the range & availability of the services it provides. Before making this change, the hospital’s leadership should:

o Consult with local stakeholders

• A nurse has begun working in a new healthcare facility & is beginning to understand the organizational culture. When seeking to understand the organizational culture, the nurse should: o Try to perceive the dominant values, traditions & beliefs in the organization
• The nurse manager is chairing a committee, most of whose members are subordinates. When communicating with the members during meetings, the manager should: o Avoid overt demonstrations of power or authority
• A manager has accepted a new position & there are most than 20 people who directly report to the manager. What description of this manager’s role is most accurate? o The manager has a large span of control
• The nurse is working on a unit whose culture has become firmly entrenched. What solution should the nurses on the unit best propose? o New leadership
• A nurse manager is chairing a workplace committee. What should the manager prioritize in this role? o Keeping members on task & promoting productivity
• Which statements are true concerning bureaucratic organization? Select all that apply. o It is commonly referred to as a line organization o It is typically found in large healthcare organizations o They resemble Weber’s original design of organization o It is authority & represented by its staff organizational chart
• A nurse manager is reviewing the organizational chart of a healthcare facility before accepting a job offer. When reviewing the organizational chart, the nurse should: o Be aware that the informal structure of the organization cannot be discerned from the chart
• The nurse manager has held an educational workshop about the need for nurses to be more comprehensive with their client assessments. What outcome would suggest that there is a wide authority-power gap? o The nurses do not make significant changes to the way they assess clients

• A staff member asks the manager for a particular day off on the next schedule. Which response demonstrates the concept of under promising & help the manager retains the staff’s trust? o “I can’t guarantee it right now, but I will try to find a solution for you”
• Which statement is true regarding the general delegation liability of the registered nurse? o It is reduced when the RN delegates appropriates & supervises the completion of the tasks
• An RN was working with a NAP & delegated some tasks to the NAP. The NAP exceeded his score of practice & caused injury to a client. Ultimately responsibility for this adverse event lies with whom? o The RN
• A manager’s subordinate is having difficulty carrying out a delegated task. What is the managers best initial action? o Be available to the employee as a role model & resource for the task
• What must managers delegate to another RN in order to assure completion of a task? o Authority & responsibility
• A nurse delegated some tasks to a nurse several hours ago. The manager has now learned that the nurse did not complete any of the delegated tasks. What is the managers best initial action? o Determine exactly why the nurse did not complete the delegated tasks
• The nurse manager delegates many tasks in the course of a day. Which practice should the manager reconsider of discontinue? o The manager provides employees with exact instructions for each step of completing the task
• A subordinate is reluctant to accept a task that the nurse manager wants to delegate. The manager suspects that the subordinate’s reluctance is due to a lack of self-confidence. What is the managers best initial action? o Try to empower the subordinate
• A member of the team has been delegated some tasks & report, “I’ve been given too much to do & I’m not going to be able to complete the work on time.” What is the RNs best initial action? o Examine the workload & assist the individual in reprioritizing

• A manager needs to delegate some tasks. What consideration should the manager prioritize when identifying the appropriate person to whom to delegate a specific task? o The qualifications of the person regarding the task
• The Omnibus Budget Reconciliation Act of 1987 established regulations for the education & training of which category of healthcare worker? o CNA
• Which assessment should the RN prioritize when assigning tasks to NAP? o Determining the NAPs skills & knowledge level
• Which action is considered a leadership role associated with delegation? o Demonstrating sensitivity to how cultural phenomena affect transcultural delegation
• A performance appraisal states that the manager often under delegates. What is the potential cause of this delegation error? o A need for perfectionism
• Periodically during the day, the RN checks with the team members to determine whether they are having difficulty completing their assigned tasks. This describes which manager role? o Effective delegation
• Which action on the part of a units nurse manager demonstrates the mark of a great leader? o Acknowledging the accomplishments of staff members at the unit meeting
• A nurse manager is new to the unit & is worried about being perceived as incompetent or underqualified by subordinates. The manager should recognize that this creates a risk for what problem? o Under delegating
• An RN needs to confirm the specific delegation parameters for RNs. The RN should refer to guidelines from what organization? o The state board of nursing
• What action should the nurse manager perform when supporting the delegation of a task to a subordinate? o Occasionally providing learning or “stretching” opportunities for employees
• What is an inappropriate reason for delegation? o The manager does not find the task intellectually challenging

• What principle should guide the nurses delegation of tasks to NAP? o No federal or community standards have been established for training the broad classification of NAP
• A change in the patient care delivery system has been mandated on a hospital unit. The manager can best ensure the successful introduction of a new delivery system by: o Carefully studying the best method for implementing the planned change
• A nurse manager has recently learned that the healthcare facility will be moving toward a case management approach. What factor is most likely driving this change? o The need to contain costs
• A nurse manager is advocating for a switch from team nursing to primary nursing care. What characteristic of primary nursing care should the manager describe to decision makers? o Many nurses find it stimulating & challenging
• A nurse has accepted a position as a staff nurse & will practice primary care nursing. The nurse will be the only RN on the team. What is an appropriate role expectation for role fulfillment? o Assigning work according to the expertise of group members
• Primary care nursing is organized so that the patient is at the center of the structure. How many nurses have 24-hour responsibility for care planning & coordination for a particular patient? o One
• A registered nurse is providing care in a setting that uses modular nursing. What task should the nurse perform during a shift? o Confirming that each member of the mini-team is completing their assigned tasks
• A registered nurse is paired with a practical nurse & the two nurses are working together to provide all the needs for a group of patients. What type of nursing care delivery are these nurses demonstrating? o Modular nursing
• Which historical event is known to have had a major effect on the delivery model of nursing care? o Shifts from home-based care to hospital-based care

• A large healthcare organization is reconsidering the model of patient care delivery. What factor should be prioritized in this decision? o Patient needs
• The nurse is assigned to administer medications to all patients throughout the shift. What is this an example of? o Functional nursing care
• Which aspect of care at a long-term care facility most clearly suggests that a functional model of care delivery is being used? o Registered nurses perform all assessments while UAP provide all feeding & hygiene
• A clinical site has a diverse skill mix that includes registered nurses, practical nurses & UAPs. Senior management is proposing a shift from team nursing to primary nursing. What effect will the skills mix have on this transition? o Implementation of primary nursing will likely require hiring for more RNs & laying off some UAPs
• A nurse is practicing in a care management context & a patient has been following a multidisciplinary action plan (MAP). In the last 24 hours it has become clear that the patient’s health status is not improving as quickly as expected & the patient is deviating from the MAP. What is the nurse’s best action? o Document the presence of a variance in the MAP
• A nurse can directly address one of the Institute of Medicine’s points for patient- centered healthcare redesign by: o Centering every decision around the patient’s care around the patient’s family’s best interest
• The majority of patient’s whose care is organized by care management have contact with the healthcare system in what acute care setting? o ED
• What is one of the most important differences between case management & disease management? o High-cost population groups are specifically targeted in disease management
• The nurse is providing care in a setting that uses a team nursing approach. What should be integrated into the routines in the healthcare facility? o Frequent communication between team members

• Which statement demonstrates an intervention focused on the primary disadvantage of team nursing? o “the team will be meeting for a care report update in 5 minutes”
• A new manager is confused why nurses are not heeding her directions in the workplace. What strategy is most appropriate when attempting to resolve this problem? o Assure the nurses that she has their best interests in mind
• A female manager has worked hard in her career to reach a high position in the organization. What action by the manager will directly prevent her from developing the queen bee syndrome? o Working with other women to help them achieve similar success
• A group of nurses have formed an action group that has the goal of increases professional power of the nursing profession. What strategy should the group adopt? o Seek formal positions where member can influence public policy
• Which patient would be most likely to benefit from a disease management approach within the context of the case management? o A client who has COPD
• In order to minimize the potentially negative effect of organizational politics in the workplace, the nurse manager should: o Develop skills in handling information & communication
• A nurse manager is implementing proactive political strategies. What activity by the nurse is most consistent with this type of strategy? o Assuming authority to do something if it is not expressly prohibited
• A nurse has joined a group that has a goal of increasing the power base of the nursing profession. What is the nurse’s best initial action to help achieve the group’s goals? o Become familiarized with relevant public policy issues
• The manager has been experiencing challenges working with a nurse who has a history of making unsympathetic comments about clients to other nurses. The manager has tried various strategies for changing the nurse’s behavior with little effect. The manager feels that an application of coercive power is now appropriate. What action will the manager most likely take? o Implement disciplinary action
• What task should the nurse prioritize when implementing case management?

o Assessing each client’s needs individually

• A nurse at a community health clinic has no formal position of authority but exercises great influence over staff because many of them perceive the nurse as being powerful. What type of power does this nurse possess? o Referent power
• Which strategy should the manager adopt when attempting to empower staff? o Role model the characteristics of an empowered nurse
• Which nurse is experiencing the effects of coercive power? o A nurse who was terminated after assaulting a client
• Which statement about power is correct? o Having power generally results in the gain of additional power
• A nurse manager has been overseeing the care at a clinic for several weeks & has noted that staff members are reluctant to follow instructions. How should the manager attempt to resolve this problem? o Make more of an effort to get to know each of the employees individually
• A new employee is attempting to implement appropriate power-building strategies. What actions should this employee perform? Select all that apply. o Learning the institutions organizational culture o Attending a training seminar on a new piece of unit equipment o Maintaining a sense of humor o Gaining additional nursing certification
• Which of the following nurses would be considered to have expert power? o A nurse with extensive experience & specialized training in perioperative nursing
• What is the primary influence that shapes a person’s response to authority? o Power figures in the family unit
• What is one of the most politically serious errors one can make? o Dispensing untrue information
• The nurse manager has just begun a new assignment in a healthcare organization. What action should the manager prioritize in order to be seen as credible by subordinates? o Avoid any & all forms of dishonesty
• A new nurse manager has set a goal of building a personal power base. What strategy should the manager choose? o Seek to become highly visible in the organization

• A recent graduate has begun working at a health center & finds the behaviors of colleagues stressful & intimidating. The nurse’s colleagues whisper when she is around, roll their eyes at her & laugh when she asks for assistance or clarification. What is the recent graduate’s best action? o Report these behaviors to the nurse manager
• A negotiating session has just concluded with a compromise agreement. What is the manager’s best action? o Clearly restate the terms of the compromise to all involved before dispersing
• A hospital unit is in a major transition from a nursing model that was exclusively RNs to on that involves a mix of RNs, LPNs & NAPs. The transition has resulted in several conflicts between staff. What conflict resolution strategy will the manager most likely need to use? o Responsibility of role charting
• Which personal characteristics will best help meet the psychological needs of conflict negotiation? o Calmness & self-assuredness
• An employee has come to the manager with a long list of complaints about a coworker, all of which are attributed to personality factors rather than unsafe practice. What is the manager’s best initial action? o Encourage the employee to speak directly with the coworker
• The manager has learned that some of the more experienced nurses on the unit have been playing pranks on a newly hired nurse & delegating their most challenging tasks to the nurse. What is the manager’s best response after confirming that these events took place? o Confront the more experienced nurses directly about their behavior
• A nurse manager has accepted a new position on a hospital unit. An experienced nurse on the unit tells the manager, “we all work really well with each other. There’s never any conflict.” How should the manager interpret this statement? o The unit may be lacking growth & new ideas
• Which of the following behaviors should the nurse manager identify as workplace violence, incivility or bullying? Select all that apply. o A nurse asks a colleague to assess a known verbally abusive client without warning to see how the colleague will respond

o A group of nurses consistently refuse to help a nurse when that nurse has a heavy workload, despite having time to do so o Staff members assign an unwanted nickname to a colleague o A nurse tells a nursing student to rush to room 311, knowing that the unit has no room 311

• A nurse manager will be participating in negotiations around the skills mix in the organization. Before these negotiations begin, the manager should perform what action first? o Learn as much as possible about the issue
• Which of the following workplace situations would be categorized as latent conflict? o The most experienced nurses on a unit are allowed to self-schedule, but less experienced nurses are not
• Which nurse is experiencing intrapersonal conflict? o A manager who perceives a dilemma between loyalty to staff & loyalty to the organization in a particular situation
• A nurse is in a conflict with a colleague, but both nurses are committed to collaboration. To promote collaboration, the nurses should: o Identify a common goal that is important to both of them
• A charge nurse has assisted two employees to resolve their conflict, with the outcome being that the two opposing goals were discarded & new goals were adopted. What is this an example of? o Facilitating collaboration
• Which is a true statement about destructive negotiation tactics? o Negotiation tactics can sometimes be manipulative; thus, managers must be cognizant of the other party’s motives
• A registered nurse reports to the nurse manager that he team’s nursing assistant regularly fails to complete assigned tasks. The nurse manager responds that it is the nurse’s initial responsibility to talk with the nursing assistant about this problem. The manager is engaged in what aspect of conflict? o Facilitating conflict resolution
• Two groups in the healthcare organization have been unable to reach an agreement after prolonged negotiation. The groups have agreed to arbitration. What will happen during this process?

o A neutral part will listen to both groups & then present a binding recommendation

• A nurse manager is participating in negotiations around the allocation of resources in the organization. During the negotiations, the manager should? o Use open-ended questions rather than yes-no questions
• A nurse manager is attempting to help a group of staff members reach a consensus on a sensitive issue. What is a consequence of using a consensus- based approach? o It is likely that neither group will achieve their desired “ideal” outcome
• Which statement best defines conflict? o It centers on either internal discord or external discord between individuals
• The nurse manager has learned that two employees are in conflict. The manager’s fact gathering reveals that the conflict exists because each employee misunderstands the job description & role of the other employee. What conflict management strategy should the manager implement first? o Responsibility charting