A nurse manager is planning to assist with resolving conflict within a group of nurses. Which of the following actions should the nurse manager take?

Rationale: A. Closed-ended questions restrict expression and hinder understanding of the root cause. Open-ended questions encourage communication and collaboration. B. Allowing defensive responses escalates tension and prevents constructive resolution. The goal is to promote respectful dialogue, not defensiveness. C. Gathering individual information ensures all perspectives are heard and accurately represented. This helps the manager identify underlying causes, misunderstandings, or emotional concerns before facilitating a joint discussion. D. Passive listening (such as nodding without engagement) is ineffective in conflict management. Active listening—demonstrating understanding and paraphrasing key points—is necessary for effective resolution.