Question 1

Identify the characteristics required in a person who is able to resolve difficult crises.&#10;A)Has decreased self-esteem and motivation&#10;B)Uses newly developed coping skills to resolve future crises&#10;C)Views the experience as personally destructive&#10;D)Avoids difficult situations in the future

Accepted Answer

A person who is able to resolve difficult crises needs to have strong coping skills and the ability to apply them in new and challenging situations. Choices A, C, and D are not characteristics of someone who is effective at resolving crises. Decreased self-esteem and motivation, a view that the experience was personally destructive, and avoidance of difficult situations are all indicators of ineffective coping strategies.

Question 2

Which behavior indicates that a nurse who is forced to confront a conflict situation is using a submissive approach to communication?&#10;A)Sets up a one-on-one meeting at a specific time&#10;B)Confronts the other person loudly and in front of an audience&#10;C)Refers the problem to a supervisor&#10;D)Uses the incident as a threat

Accepted Answer

Referring the problem to a supervisor can be considered a submissive approach because the nurse is avoiding direct confrontation and passing the responsibility to someone else. Setting up a one-on-one meeting (A) is considered a more assertive approach, while confronting someone loudly and in front of an audience (B) and using the incident as a threat (D) are aggressive approaches.

Question 3

A particularly vocal staff nurse on a busy obstetrical unit has been complaining to the other nurses about the unit manager's preferential treatment of the night-shift nurses. Select the action the unit manager should take to resolve this problem that best demonstrates the use of the assertive approach to conflict resolution.

A)Notes that the vocal staff nurse is not intelligent enough to understand the situation and disregards her comments as worthless
B)Arranges for the transfer of the staff nurse to the night shift
C)Sets up a time and place for a one-on-one meeting with the staff nurse
D)Waits until there is an opportunity to use the incident to confront the staff nurse in front of his or her colleagues

Accepted Answer

The assertive approach to conflict resolution involves directly addressing the issue with the other party in a respectful manner. Setting up a one-on-one meeting with the staff nurse allows the unit manager to listen to the nurse's concerns and provide clarification about the situation. This approach is more productive than disregarding the nurse's comments or confronting them in front of colleagues, which may escalate the conflict. Transferring the nurse to the night shift also does not address the underlying issue and may create new conflicts.

Question 4

Identify what the act of making a decision on the basis of an analysis of the available information is called.&#10;A)Bias&#10;B)Prejudice&#10;C)Stereotyping&#10;D)Judgment

Accepted Answer

The act of making a decision on the basis of an analysis of the available information is called judgment. Bias, prejudice, and stereotyping refer to preconceived notions or attitudes that can affect one's judgment, but they are not the same as the act of making a decision based on analysis.

Question 5

Depending on how it is channeled, expressed, and used, ________________can be a positive or negative force within the group.Multiple Response
Identify one or more choices that best complete the statement or answer the question.

Accepted Answer

The answer of Depending on how it is channeled, expressed,...

Question 6

What role does anger play in communication?&#10;A)It is always negative and destructive.&#10;B)It can be used positively to produce change.&#10;C)It should be held in as a controlled rage.&#10;D)It needs to be expressed immediately.

Accepted Answer

Anger can be a powerful motivator for change when expressed in a constructive and controlled manner. However, it can also be destructive if not managed properly. Therefore, it is important to recognize and validate the emotion of anger, but then work to channel it in a positive direction.

Question 7

What result can be anticipated when nurses do not participate in changes in their work environment?&#10;A)Feelings that the most qualified individuals will make the best decisions&#10;B)A sense of increased security&#10;C)Decreased stress levels because they are not required to perform difficult tasks&#10;D)Feelings of insecurity

Accepted Answer

When nurses do not participate in changes in their work environment, it can lead to feelings of insecurity as they are not involved in decision-making processes that may affect their job duties and responsibilities. This can also lead to a lack of ownership and investment in the changes being implemented.

Question 8

Select all those items from the list below that constitute barriers to clear communication.&#10;A)Retaliation&#10;B)Desire for power&#10;C)Comfort&#10;D)Increased knowledge&#10;E)Preoccupation

Accepted Answer

Retaliation, desire for power, and preoccupation are all potential barriers to clear communication. Retaliation can make someone defensive and less open to hearing the other person's perspective. Desire for power can make someone more interested in asserting their own authority than in listening to others. Preoccupation can distract someone and make it difficult for them to fully focus and engage in the communication. Comfort and increased knowledge are not typically considered barriers to clear communication.

Question 9

Identify an important communication difference between men and women.&#10;A)Men have a larger and better-developed vocabulary at an earlier age than women.&#10;B)Women prefer the face-to-face communication style.&#10;C)Men prefer close proximity when communicating important information.&#10;D)Women tend to be more physical when communicating.

Accepted Answer

Research shows that women tend to prefer face-to-face communication and are more skilled at reading nonverbal cues, while men may be more comfortable with indirect and brief communication.

Question 10

During a discussion between the nurse manager and a staff RN about the RN's recent erratic performance on the unit, the RN states: "After my husband announced that he was leaving me, I thought I was dying." Identify the best response by the nurse manager.

A)"Tell me how you were feeling."
B)"That was a pretty unrealistic way to feel.There are a lot of fish in the sea."
C)"Your personal life should not affect the way you perform your job."
D)"You didn't die, did you? You seem okay now."

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Accepted Answer

This response shows empathy and encourages the RN to open up about their feelings, which could be impacting their work performance. It also allows for the nurse manager to better understand how to support the RN through this difficult time. Option B is dismissive and could make the RN feel unsupported, while option C is insensitive and shows a lack of understanding about the impact of personal struggles on work performance. Option D is also insensitive and dismissive.

Question 11

Identify an important characteristic of informal norms found in most nursing units.&#10;A)Expressed clearly so that everyone knows what is expected&#10;B)Promulgated through memos&#10;C)Unclear but often used for informal evaluation of work behaviors&#10;D)Logical and well organized

Accepted Answer

The answer of Identify an important characteristic of informal norms...

Question 12

Which behavior would the nurse expect an adult who is the youngest child of several children to display?&#10;A)Assertive and competitive&#10;B)Organized and directive&#10;C)Submissive and quiet&#10;D)Angry and hostile

Accepted Answer

The answer of Which behavior would the nurse expect an...

Question 13

Which statement by a nurse manager during a staff meeting best demonstrates use of an assertive style of communication?&#10;A)&#34;I am the manager, and we will do it my way.&#34;&#10;B)&#34;I'm sorry, but your suggestion was useless to solving the problem.&#34;&#10;C)&#34;I really don't care; do it the way you think best.&#34;&#10;D)&#34;You have made some good points, but I have another suggestion.&#34;

Accepted Answer

The answer of Which statement by a nurse manager during...

Question 14

When does the encoding process of communication take place?&#10;A)The receiver thinks about the information, understands it, and forms an idea based on the message.&#10;B)The receiver responds to the message and gives feedback.&#10;C)The sender sends the message.&#10;D)The message is sent in a way that causes confusion in the receiver.

Accepted Answer

The answer of When does the encoding process of communication...

Question 15

What function do personal standards fulfill in a person's life?&#10;A)Determining a person's sense of right and wrong&#10;B)Forming the basis for a code of ethics&#10;C)Acting as more specific criteria for behavior&#10;D)Determining how a person responds to individual situations

Accepted Answer

The answer of What function do personal standards fulfill in...

Question 16

Identify a communication style that involves interpersonal behaviors that permit people to defend and maintain their legitimate rights in a respectful manner that does not violate the rights of others.

A)Submissive
B)Assertive
C)Aggressive
D)Dishonest

Accepted Answer

The answer of Identify a communication style that involves interpersonal...

Question 17

Which factor contributes most to an 82-year-old client's understanding of the discharge teaching given by a nurse?&#10;A)The client believes he knows all the information already and is not really paying attention.&#10;B)The client asks so many questions that the nurse loses his or her train of thought.&#10;C)The nurse attempts to communicate at the client's knowledge level.&#10;D)The client believes that asking questions may be perceived as a threat to the nurse's authority.

Accepted Answer

The answer of Which factor contributes most to an 82-year-old...

Question 18

What may cause some people to make responses that seem inappropriate or overemotional?&#10;A)The lack of an opportunity to develop coping skills&#10;B)The successful resolution of a crisis situation&#10;C)A group response to a minor situation&#10;D)A mature attitude developed by resolving past crises

Accepted Answer

The answer of What may cause some people to make...

Deck 14: Communicating Successfully