Question 1

Which statements illustrate the benefits of productive communication? Select all that apply.

Accepted Answer

A)   Quick resolution of misunderstandings
B)   A more motivational climate
C)   Less staff turnover
D)   Less need for staff to express different points of views
E)   A productive rumor mill A,B,C

Question 2

Which situations illustrate barriers to communication? Select all that apply.

Accepted Answer

A)   The nurse uses active listening when completing the admission interview of a new patient.
B)   The nurse assistant frowns and crosses her arms when the nurse is giving instruction.
C)   The nurse asks says to the patient, "Tell me about why you came to the hospital today."
D)   The nurse assistant says, "Show me how you want input and output recorded."
E)   The nurse always says, "it will be alright" when there is a problem on the unit. B,E

Question 3

Which option illustrates the manager's role in supporting effective communication?

Accepted Answer

A)   The manager should always use reassuring statements with the staff.
B)   The manager should use selective listening when talking to staff about problems.
C)   The manager should always reach forward and touch the staff member when delivering feedback.
D)   The manager should inquire further into situations that seem vague or confusing. D

Question 4

The nurse is using effective communication by summarizing the other person's position, reading body language and nonverbal messages, and demonstrating curiosity about the other person's views. These features demonstrate which critical element of effective communication?

Accepted Answer

A)   Solving
B)   Exploring
C)   Talking
D)   Listening

Question 5

The nurse says to the nursing assistant, "Please bathe this patient first today." This message is delivered in the hallway as the nursing assistant is unloading breakfast trays for the unit. Which element of communication is most likely to result in miscommunication in this scenario?

Accepted Answer

A)   Sender
B)   Message
C)   Receiver
D)   Context

Question 6

The nurse team leader asks the nursing assistant to ambulate a patient after morning care. This is an example of which type of communication?

Accepted Answer

A)   Upward communication
B)   Lateral communication
C)   Diagonal communication
D)   Downward communication

Question 7

The hospital has established a nursing work team to develop a new system for delivering shift reports information. Which line of communication will be used for most of this team's work?

Accepted Answer

A)   Upward
B)   Downward
C)   Lateral
D)   Diagonal

Question 8

Evaluate these statements and choose the response that indicates summarization.

Accepted Answer

A)   "I thought you were supposed to go home today. What happened?"
B)   "What I think I'm hearing you say is that you are angry you have to wait one more day before you can go home."
C)   "We have no beds available for any admissions."
D)   "I don't know the answer to your question, but I will check."

Question 9

The Institute for Medicine (IOM) includes communication in the core competency of providing patient-centered care. Which option reflects the IOM's position on communication?

Accepted Answer

A)   Disclosure of patient information should be done only if the patient has a need to know.
B)   Information should always be provided in a written format.
C)   Communication should be done in a language the patient understands.
D)   Using medical terminology is the most accurate method of providing patient information.

Question 10

If you are assessing your use of paraphrasing, what are you focused on?

Accepted Answer

A)   You summarize the conversation you have had.
B)   You quote what someone has said.
C)   You restate what someone has said to confirm the message.
D)   You ask for clarification.

Question 11

What is a common weakness of HCO websites?

Accepted Answer

A)   They are not routinely reviewed and updated as need.
B)   Website includes graphics that are not clear.
C)   The website does not indicate who owns the site.
D)   The homepage does not provide overview.

Question 12

In preparation for your performance appraisal meeting with your nurse manager, you have done a self-assessment of your communication. Which of the following might you include in the positive column demonstrating effective communication? Select all that apply.

Accepted Answer

A)   Your communication often focuses on "you" statements.
B)   If you are not sure of answer, state what you think it is and say will get back to check on it.
C)   Validate with the receiver when discussing important information.
D)   For complex topics, think about what you will say before communicating.
E)   Use eye contact in appropriate manner.

Question 13

The nurse manager would like to increase staff feedback. Which action would encourage the staff to give feedback to the manager?

Accepted Answer

A)   Using the grapevine
B)   Written communication
C)   Downward communication
D)   Walk-around management

Question 14

Which statement reflects a possible barrier to effective listening?

Accepted Answer

A)   The staff members feel that the manager communicates with them.
B)   The staff members have known each other and the manager for a long time.
C)   There is open-ended questioning by the manager.
D)   The manager seeks out information that might be negative.

Question 15

The nurse observes the patient to be smiling, nodding, and saying "OK" when the physician explains a painful procedure that is planned for the patient. How should the nurse react to this observation?

Accepted Answer

A)   Clarify that the patient understands the explanation.
B)   Tell the physician that the nurse does not think the patient understands the explanation.
C)   Seek an interpreter to assist the patient in understanding the explanation.
D)   Understand that this is the patient's way of dealing with stress.

Question 16

The nurse manager smiles constantly during a staff meeting in which changes to the holiday work schedule are announced. What is the probable result of this presentation?

Accepted Answer

A)   The nurses will feel the manager is concerned about their interests.
B)   The nurses will think the manager likes the changes.
C)   The nurses will not be confident that the manager is being truthful.
D)   The nurses will appreciate the manager's support.

Question 17

Which options illustrate an open communication environment? Select all that apply.

Accepted Answer

A)   The nurse manager gives staff time to respond to questions.
B)   The nurse manager reinforces positive behaviors.
C)   The nurse manager often shares critical information about the unit with nurses and asks them to keep it a secret.
D)   The nurse manager makes false inferences about information.
E)   Communication skills are included in the performance evaluations of all staff.

Question 18

Analyze these statements and choose the response that best reflects paraphrasing.

Accepted Answer

A)   "You are saying you didn't sleep well last night because the unit was so noisy?"
B)   "Can you tell me why you didn't sleep well last night?"
C)   "You should have told the night nurse you needed medication to help you sleep."
D)   "Did you talk to your doctor about not sleeping last night?"

Question 19

The nurses caring for a newly admitted patient need to discuss nursing care. Which location would maintain the confidentiality of this discussion?

Accepted Answer

A)   The nurse's station.
B)   The hallway outside the patient's room.
C)   The staff cafeteria.
D)   The room where nurses take report.
E)   The staff elevator.

Question 20

Select the strategies that will make use of voicemail most effective. Select all that apply.

Accepted Answer

A)   Speak quickly so that the entire message can be delivered before the machine stops recording.
B)   Repeat numbers and e-mail addresses given in the message.
C)   Be prepared to leave a message before the call is actually made.
D)   Suggest a time and method for return communication.
E)   Do not use voicemail for confidential information.

Exam 14: Effective Staff Communication and Working Relationships