# Situation: A 36-bed orthopedic and ophthalmology ward of a public hospital is staffed by a charge nurse, staff nurses, and nursing attendants. Nursing students from an affiliated college have clinical duty on the ward three days a week. What is the term for conflict resolution in which a neutral third party helps the parties reach their own agreement but does not decide for them?

> source: MyMerci (mymerci.kr)  
> url: https://mymerci.kr/pages/nclex_q.php?qn_id=630551  
> language: ko  
> subject: Nursing Practice IV — Care of Clients with Problems in Nutrition and Gastrointestinal, Metabolism and Endocrine, Perception and Coordination

## 문제

Situation: A 36-bed orthopedic and ophthalmology ward of a public hospital is staffed by a charge nurse, staff nurses, and nursing attendants. Nursing students from an affiliated college have clinical duty on the ward three days a week.

What is the term for conflict resolution in which a neutral third party helps the parties reach their own agreement but does not decide for them?

## 보기

1. Mediation **✔ 정답**
2. Arbitration
3. Smoothing
4. Adjudication

**정답: 1**

## 해설

In mediation, a neutral third party helps the parties communicate and reach their own agreement. In arbitration, the neutral third party hears both sides and makes the decision.

## 심화 해설

Mediation: help to agree, not a decision
The term asked for describes a conflict resolution method in which a neutral third party helps the parties reach their own agreement but does not decide for them. That is mediation. The mediator sets ground rules, helps each side express its concerns, clarifies the issues, keeps communication respectful, and helps the parties generate and evaluate options. The outcome belongs to the parties; the mediator has no power to impose a solution. Because the parties shape the agreement themselves, they are often more committed to it.

How mediation differs from related methods
Third-party methods differ mainly in who makes the final decision. Other conflict strategies, such as smoothing, do not use a neutral third party at all.

| Method | Neutral third party? | Who decides? |
| --- | --- | --- |
| Mediation | Yes | The parties themselves |
| Arbitration | Yes | The arbitrator |
| Adjudication | Yes (judge or hearing officer) | The judge or hearing officer |
| Smoothing | No | No real decision; differences are played down |

Why the other terms are wrong
In arbitration, a neutral third party hears both sides and then makes the decision, which may be binding. In adjudication, a judge or hearing officer decides the dispute formally under rules of law or policy. Smoothing is a conflict management strategy in which one party plays down differences and stresses areas of agreement to keep peace; it does not involve a neutral third party and often leaves the underlying issue unresolved.

Use on a hospital ward
On a busy ward with staff nurses, nursing attendants, and students, conflicts over assignments, schedules, or responsibilities are common. A charge nurse or nurse manager may act as mediator when two staff members cannot resolve a disagreement on their own. The manager remains neutral, helps both sides understand each other's position, and supports them in reaching an agreement that serves client care. If mediation fails, the matter may move up to formal processes.

Exam takeaway
Key point Mediator helps; arbitrator decides. If the third party leaves the decision to the parties, the answer is mediation.

## 임상 시나리오

Mediation in Conflict ResolutionA neutral helper, not a judge
In mediation, a neutral third party helps the parties communicate and reach their own agreement; the mediator does not decide.

In arbitration, the neutral third party hears both sides and makes the decision. Adjudication is a formal decision by a judge or hearing officer.

Smoothing plays down differences without a third party and often leaves the issue unresolved.

CautionDo not confuse mediation with arbitration. The key difference is who makes the final decision.

## 핵심 개념

- **Mediation** — Conflict resolution in which a neutral third party helps the parties reach their own agreement.
- **Arbitration** — Conflict resolution in which a neutral third party hears both sides and decides the outcome.
- **Smoothing** — A conflict strategy that plays down differences and stresses agreement to keep harmony.
- **Adjudication** — Formal settlement of a dispute by a judge or hearing officer who decides the outcome.

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