- Information
- AI Chat
19 - Leadership and management practice questions
Applied Leadership and Management II (MSCI 2202)
San Antonio College
Recommended for you
Related documents
Preview text
Chapter 19: Organizational, Interpersonal, and Group Communication
- A nurse-manager is communicating with a subordinate. What component of this communication would be considered as part of the external climate? a. The clarity of the message b. The subordinate’s personality c. The culture of the organization d. The manager’s stress level
ANS: C Feedback: The organizational climate and culture would be considered part of the external climate of this communication. The sender’s and receiver’s personality and stress levels are components of the internal climate. The clarity of a message is not a component of the external climate.
PTS: 1 DIF: Easy REF: Page: 496 OBJ: 2 | 3 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: The Communication Process KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Understand NOT: Multiple Choice
- What strategy best increases the likelihood that a nurse-manager’s communication will be accurately interpreted? a. Using more than one mode of communication b. Using face-to-face communication c. Producing clear, simple, written communication d. Repeating the message as often as possible
ANS: A Feedback: Using various communication methods in combination increases the likelihood that everyone in the organization who needs to hear the message actually will hear it. The other options are single methods. Repeating a message is often not as effective as communicating it in a different way using a different mode.
PTS: 1 DIF: Moderate REF: Page: 499 OBJ: 5 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Organizational Communication Strategies KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
- Which principle should guide the nurse-manager’s use of nonverbal communication? a. It is generally consistent across cultures, unlike verbal communication. b. It supersedes verbal communication when the two are incongruent. c. Nonverbal communication should be minimized because it confuses the receiver regarding the true intent of the message. d. Nonverbal communication is a significant part of the communication exchange only when it is not congruent with the verbal exchange.
ANS: B
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
Feedback: Because nonverbal communication indicates the emotional component of the message, it is generally considered more reliable than verbal communication. It varies widely between cultures, and the manager does not normally have to make a conscious effort to minimize it. It is always significant regardless of how it aligns with the verbal message.
PTS: 1 DIF: Moderate REF: Page: 501 OBJ: 6 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Elements of Nonverbal Communication KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
- An RN is a team leader for a small module of clients. While listening to a recorded report on a client, one of the team members remarks, “My mother lives near him, and she says his home life is in chaos.” How should the RN best respond? a. Politely ask the team member to be quiet. b. Include the information in report for the next shift. c. Ask the team member how this information relates to the client’s care. d. Ignore the team member’s comment.
ANS: C Feedback: The role of the leader is to encourage communication that is appropriate and discourage communication that is inappropriate among staff. The RN’s question about the purpose of this communication helps to determine whether it was appropriate or not. This should be clarified before deciding how to proceed.
PTS: 1 DIF: Moderate REF: Page: 495 OBJ: 3 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Display 19 Leadership Roles and Management Functions Associated With Organizational, Interpersonal, and Group Communication KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
- A hospital is downsizing, but the RNs have been assured that everyone on the unit will keep their jobs and that downsizing will occur through normal attrition. Today, the evening charge nurse reported to the manager that the staff was discussing rumors about mass layoffs. What is the best approach to take? a. Tell an informal leader the truth and let the leader spread the news informally. b. Hold a meeting for all staff members and tell them that the rumor is not true. c. Ignore the rumor because it will soon pass. d. Find out who started the rumor and correct the information. ANS: B Feedback: Nurse-leaders should intervene appropriately when communication problems (in this case, rumors) arise. It is not particularly important who started the rumor if all staff members are now privy to it. Direct action is preferred to indirect action, such as introducing a competing message. Inaction would likely fuel the rumors.
PTS: 1 DIF: Moderate REF: Page: 519 OBJ: 5 NAT: Client Needs: Safe and Effective Care Environment: Management of Care
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
ANS: A
Feedback: Assertive communication is not rude or insensitive, nor is it passive–aggressive. Backing up the communication to focus on the RN’s intention is respectful and solution-oriented. The manager should not presume that the nurse is having difficulty with assessment unless there is evidence of this. The manager should avoid accusatory descriptors such as “inadequate in every way.” Suggesting remediation would likely be premature before trying to work collaboratively with the nurse.
PTS: 1 DIF: Difficult REF: Page: 504 OBJ: 7 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Verbal Communication Skills KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
- The RN overhears the nurses’ aide speaking in a harsh tone to a client with early Alzheimer’s memory loss. Which statement should the RN make to begin addressing this issue? a. “You must remember to watch your tone of voice with clients. Someone might overhear.” b. “Do you think it would be a good idea to have an in-service on dealing with Alzheimer’s patients?” c. “I am concerned about your conversation with the client. It sounded short and impatient.” d. “I have decided to reassign that client to another aide.”
ANS: C Feedback: Assertive communication effectively identifies and addresses an issue without being rude, insensitive, or passive–aggressive. None of the remaining options actually identifies the specific communication problem.
PTS: 1 DIF: Moderate REF: Page: 504 OBJ: 4 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Verbal Communication Skills KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
- A new nurse-manager has been warned by colleagues about the prevalence of “the grapevine in the organization’s communication.” What is the manager’s best initial response to this phenomenon? a. Seek to understand the patterns and contributors of this pattern of communication. b. Inform subordinates about the harmful effects of grapevine communication and that it will not be tolerated. c. Instruct subordinates to use formal patterns of communication rather than informal patterns. d. Use grapevine communication to disseminate messages that are accurate and respectful. ANS: A
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
Feedback: Given the frequency of grapevine communication in all organizations, all managers must attempt to better understand how the grapevine works in their own organization as well as who is contributing to it. It cannot normally be dictated into nonexistence, and the manager should avoid using this form of informal communication because messages can be easily distorted.
PTS: 1 DIF: Moderate REF: Page: 499 OBJ: 5 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Channels of Communication KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
- A nurse-manager is drafting a memo that will be distributed within the organization. When using this form of communication, the manager should: a. send it to everyone in the organization to ensure equal access to information. b. begin with at least one page of background information to ensure clarity. c. avoid using headings so the reader is not confused. d. include only essential information.
ANS: D Feedback: Only essential information is included in a memo because extraneous information will detract from the message. Headers should be used to make the memo easier to read, and it should only be sent to a small to moderate number of people. Brevity is valued, so one page of background information would be excessive.
PTS: 1 DIF: Moderate REF: Page: 508 OBJ: 10 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Written Communication Within the Organization KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
- The nurse-manager is sitting on a practice committee and has adopted the role of gatekeeper. What action should the manager perform in this role? a. Acknowledge and praise each member’s contributions. b. Mediate, harmonize, and resolve conflict when it arises. c. Facilitate and promote participation by all group members. d. Record the group’s process and provide feedback to the group.
ANS: C Feedback: The gatekeeper makes sure all voices in the group are heard in order to facilitate and promote open communication. Acknowledging and praising each member’s contributions is the role of the encourager. The recorder records the group’s process and provides feedback to the group. The harmonizer mediates, harmonizes, and resolves conflict.
PTS: 1 DIF: Difficult REF: Page: 517 OBJ: 18 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Group Building and Maintenance Roles KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
ANS: B
Feedback: The “B” in the SBAR tool denotes “background.” This is the stage of the tool where the nurse communicates the clinical context, including the client’s diagnosis.
PTS: 1 DIF: Easy REF: Page: 506 OBJ: 9 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Table 19 SBAR as a Communication Tool KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
- What is the best example of downward communication by a nurse-manager? a. The manager reports a nurse’s serious error to the chief nursing officer. b. The manager seeks advice from a colleague about how to deal with an employee who is chronically late. c. The manager contacts a client’s physician to confirm the client’s scheduled transfer. d. The manager reviews the results of a nurse’s performance appraisal with the nurse.
ANS: D Feedback: In downward communication, the manager relays information to subordinates. Reporting to the chief nursing officer would be upward communication; communication with a fellow manager would be horizontal. Communication with a physician would be diagonal.
PTS: 1 DIF: Moderate REF: Page: 499 OBJ: 8 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Channels of Communication KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Analyze NOT: Multiple Choice
- The nurse-manager is using the GRRRR model of listening when interacting with a colleague who exhibits challenging behaviors. What is the final action that the manager should implement when using this model? a. Confirm an action plan. b. Request any necessary information from the colleague. c. Thank the colleague for the collaborative conversation. d. Reflect privately on the quality of the interaction.
ANS: C Feedback: The final phase of the GRRRR model of listening involves reward, when both parties reward each other by recognizing and thanking each other for a collaborative exchange. The model does not explicitly prescribe a time of reflection. Confirming an action plan and requesting information take place in earlier phases of the model.
PTS: 1 DIF: Moderate REF: Page: 508 OBJ: 11 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Table 19 GRRRR (Boynton, 2009) as a Listening Tool KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
- A nurse-manager is having a difficult conversation with a subordinate whose performance has long been inadequate. The emotional component of the manager’s message will be most clearly conveyed by: a. the formality or informality of the words the manager chooses. b. the pace and pitch of the manager’s speech. c. facial expressions, body movements, and gestures. d. the amount of time that the manager lets the employee speaks before interrupting.
ANS: C Feedback: Nonverbal communication is considered more reliable because it conveys the emotional part of the message. The other variables are not as significant communicators of emotion.
PTS: 1 DIF: Easy REF: Page: 500 OBJ: 6 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Communication Modes KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Understand NOT: Multiple Choice
- Feedback from a nurse-manager’s peers suggests that the manager’s face-to-face communication is often ineffective. The manager should consider what potential cause of this problem? a. Incongruence between the manager’s verbal and nonverbal messages b. Ineffective listening skills on the part of subordinates and colleagues c. Inadequate formal training on communication skills d. Career stagnation by the nurse-manager ANS: A Feedback: The incongruence between verbal and nonverbal messages is the most significant barrier to effective interpersonal communication. Ineffective listening skills on the part of the receivers may contribute to a perception of poor communication by the manager, but this would be unlikely to be the case among many different individuals. Many people never receive formal training on communication, but this does not necessarily inhibit them from becoming reasonably skilled communicators. Career stagnation would be a problem, but it would be less likely to affect overall communication skills.
PTS: 1 DIF: Moderate REF: Page: 520 OBJ: 4 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Key Concepts KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Understand NOT: Multiple Choice
- The nurse-manager has consulted the hospital information system to address a clinical issue. What characteristic is the hospital information system most likely to have? a. It is likely based on a social media platform. b. It is probably not freely available from the Internet. c. There is a high likelihood that it is out of date. d. It is probably accessible only from desktop computers, not wireless devices.
ANS: B
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
- Which nursing action demonstrates compliance with the American Nurses Association (ANA) principles for social networking by nurses? a. Strictly avoiding the use of social networking in a professional setting b. Participating in the development of institutional policies governing online conduct c. Ignoring any information that appears to have the potential to harm a patient’s welfare d. Realizing that social networking is not related to a nurse’s professional boundaries
ANS: B Feedback: The ANA has developed principles for social networking that include participation in policy development, nurse–patient boundaries, separating personal and professional online information, and reporting to authorities when patient welfare has been potentially harmed. There is not an absolute prohibition against the use of social media in a professional setting, but it must adhere to strict guidelines.
PTS: 1 DIF: Moderate REF: Page: 512 OBJ: 15 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Social Media and Organizational Communication KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Choice
- Which vocal delivery suggests to a listener that a person is asking a question rather than making a statement? a. Loudness b. Frequent pauses c. Tentativeness d. Rapid delivery
ANS: C Feedback: Vocal clues such as tone, volume, and inflection add to the message being transmitted. Tentative statements sound more like questions than statements, leading listeners to think that you are unsure of yourself, and speaking quickly may be interpreted as being nervous. Loud and frequent pauses can be barriers to communication but do not suggest questioning.
PTS: 1 DIF: Easy REF: Page: 504 OBJ: 6 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Vocal Expression KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Understand NOT: Multiple Choice
- A nurse sits at the foot of a patient’s bed during an admission interview. This positioning supports the proxemics concept of which psychological comfort zone? a. Intimate relationships b. Personal interactions c. Social exchange d. Public distance
ANS: C
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
Feedback: The study of how space and territory affect communication is called proxemics. In the United States, between 6 and 18 inches of space is typically considered appropriate only for intimate relationships, between 18 inches and 4 feet is appropriate for personal interactions, between 4 and 12 feet is common for social exchanges, and more than 12 feet is a public distance. Most Americans claim a territorial personal space of about 4 feet.
PTS: 1 DIF: Easy REF: Page: 502 OBJ: 6 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Space KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Understand NOT: Multiple Choice
- Electronic health records (EHRs) have recently been introduced in a health-care organization, and the steering committee is ensuring that the system meets the criteria for meaningful use. This characteristic of the EHR ensures that the system: a. is readily accessible in any care setting, nationwide. b. uses language that is accessible to and understandable by clients. c. contains data that has the potential to improve client outcomes. d. means the same thing to every user.
ANS: C Feedback: EHRs must meet meaningful use requirements, which involve capturing the right data that can improve client outcomes. This characteristic of EHRs does not specify their accessibility or require that they mean the same thing to all users.
PTS: 1 DIF: Moderate REF: Page: 514 OBJ: 16 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Electronic Health Records KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Analyze NOT: Multiple Choice
- A large health-care organization has struggled to meet mandated electronic health record (EHR) standards. What actions address the likely challenge that this organization is facing? Select all that apply. a. Improving communication between managers at the organization’s various sites b. Increasing the organization’s budget for technology c. Investing more in employee training d. Engaging clients and families with the process e. Increasing the use of evidence-based practice
ANS: B, C Feedback: Many of the challenges faced during the adoption of EHRs involve inadequate technology and training. Communication between managers has not been identified as a major hurdle. Evidence-based practice enhances client care but does not directly address challenges around EHRs. Similarly, engaging clients and families greatly benefits the care that nurses provide but not the adoption of EHRs.
PTS: 1 DIF: Difficult REF: Page: 514 OBJ: 17 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Electronic Health Records
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
- A manager is careful to address nonverbal aspects of communication when communicating with employees. What practices should the manager adopt? Select all that apply. a. Have communications in public places as much as possible to reduce intimidation. b. Stand between 12 and 18 inches from an employee when having an important conversation. c. Be thoughtful about aspects of appearance that can be controlled by the manager. d. Avoid crossing arms across the chest. e. Limit eye contact with employees to avoid being perceived as aggressive.
ANS: C, D Feedback: The manager should take care on aspects of appearance and should avoid crossed arms, which communicate defensiveness or aggression. There are many communications that are inappropriate to have in a public place and space of 12 to 18 inches is considered unusually close. Even though some individuals and cultures perceive eye contract as provocative or aggressive, it is still valued in most circumstances.
PTS: 1 DIF: Moderate REF: Page: 501 OBJ: 6 NAT: Client Needs: Safe and Effective Care Environment: Management of Care TOP: Chapter Number: 19: Title: Elements of Nonverbal Communication KEY: Integrated Process: Communication and Documentation BLM: Cognitive Level: Apply NOT: Multiple Selection
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
abirb/test
19 - Leadership and management practice questions
Course: Applied Leadership and Management II (MSCI 2202)
University: San Antonio College
- Discover more from:
