Question 1

The nursing supervisor is planning an education session on collaborative communication between nurses and physicians. Which topics should be on this agenda?

Accepted Answer

A)   Interdisciplinary respect
B)   Understanding the role of the physician
C)   Understanding the role of the nurse
D)   Communication across disciplines
E)   Active listening skills B,C,D,E

Question 2

The nurse manager has determined the need to hire two staff nurses. Which factor is most critical as the nurse manager prepares to submit the request to administration?

Accepted Answer

A)   Timing of the request
B)   Negative inquiry
C)   Compromise
D)   Persistence A

Question 3

In the morning care conference, the nurse instructs the assistant to feed breakfast to the clients in beds 2234, 2230, and 2241.The assistant indicates understanding of the assignment and repeats the bed numbers back to the nurse. What is the nurse's next step?

Accepted Answer

A)   Check with the assistant to see how the assignment is going during the time breakfast is served.
B)   Check the client's breakfast trays before they are returned to dietary.
C)   Check with the clients to see if they had breakfast.
D)   At the end of the shift ask the assistant how the clients ate. A

Question 4

A problem has arisen on a unit whose nursing staff is composed primarily of members of Generation X. Which strategies should the nurse manager employ to get staff input into solving this problem?

Accepted Answer

A)   Schedule a staff meeting for discussion of the problem and its possible solutions.
B)   Post a notice on the bulletin board explaining the issue.
C)   Ask nurses individually for input.
D)   Develop a possible solution and share it with nurses in a formal meeting.
E)   Ask for input via text message and promise to respond to texts immediately.

Question 5

The nurse manager has instituted a policy of sending information to the staff via e-mail. Many misunderstandings have occurred since this policy was implemented. What technique should the manager use to reduce this miscommunication?

Accepted Answer

A)   Using text messaging instead of e-mailing
B)   Requiring a return e-mail from everyone reading the information
C)   Being certain that e-mails go only to the intended recipients
D)   Sending all e-mails with a message line that says "Important"

Question 6

During an evaluation conference, the nurse manager observes nonverbal messages, including nodding in agreement and smiling. These behaviors are examples of which aspect of communication?

Accepted Answer

A)   Metacommunication
B)   Intrasender conflict
C)   Fogging
D)   Intersender conflict

Question 7

An inexperienced speaker is practicing the delivery of a speech. Which statement indicates a lack of understanding about how easily communication is distorted?

Accepted Answer

A)   "I know I can better connect with my audience with good eye contact."
B)   "If I repeat a complicated section in another way, comprehension is improved."
C)   "If I know the background of the audience, it can help with tailoring the content."
D)   "The topic is not complicated, so I don't have to worry about misunderstanding."

Question 8

The person who has just been promoted to nurse manager is male. If this nurse communicates in a way that is considered typical for men, what can the staff expect?

Accepted Answer

A)   He will focus more on the issue than on personal experience.
B)   He will strive to reach consensus within the group.
C)   He will strive to avoid conflict within the group.
D)   He will prefer to ask questions rather than make statements.

Question 9

The hospital chief operating officer holds monthly focus groups with the purpose of gaining ideas and insights from nursing administration and staff nurses. Which type of communication does this indicate?

Accepted Answer

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

Question 10

The nurse manager has asked that another staff nurse position be funded for the unit. The supervisor denies the request. Which statements by the manager are examples of negative assertion?

Accepted Answer

A)   "I know I haven't been too careful in keeping personnel costs low, but we are really going to need another position."
B)   "I don't see why another position cannot be funded. We have met our budget each year for the last 3 years."
C)   "I realize that my staff is not always positive about organizational changes, but having this extra staff member might reduce some of their stress."
D)   "I can understand what you said about budget being tight, but we still need the position."
E)   "Do you not understand how hard my nurses are working?"

Question 11

A nurse manager is aware that there is a strong "grapevine" communication system on the unit. The manager elects to use this grapevine to distribute information about an upcoming change in unit policy. In making this decision, the manager should consider which possibilities?

Accepted Answer

A)   The information may be rapidly disseminated.
B)   The information may be altered as it moves across the grapevine.
C)   Most people try to spread information accurately.
D)   Most people do not pay any attention to the grapevine.
E)   Professional nurses do not participate in grapevine communication.

Question 12

The nurse manager should be most careful not to hold preconceived beliefs when listening to which person?

Accepted Answer

A)   The hospital administrator discussing next year's budget
B)   A staff nurse the manager has worked with for 25 years
C)   A newly licensed nurse who is hesitant to address the manager
D)   A physician discussing prognosis with the client and family

Question 13

What is the most important reason that excellent communication skills are essential for nurses?

Accepted Answer

A)   Nurses must communicate with all disciplines.
B)   All nursing activities occur in relationships.
C)   Interpersonal skills get the work done.
D)   Good communication ensures no problems occur.

Question 14

The staff nurse is unsure of the correct protocol for calling in sick to work. The nursing supervisor told the nurse to call the nursing office; however, the nurse manager told the nurse to call the unit. This issue is likely the result of which distorted communication?

Accepted Answer

A)   Intersender conflict
B)   Intrasender conflict
C)   Metacommunication
D)   Downward communication

Question 15

The nurse has a concern regarding the quality of care being provided in the hospital. What should the nurse consider first before communicating this concern?

Accepted Answer

A)   The medium of the message
B)   The relationship between the nurse and the receiver of the message
C)   The timing of the message
D)   What to include in the message

Question 16

The nurse asks the nurse manager if he can go home early because the census is low. When the request is denied, the nurse states, "I don't understand why I can't leave early. I will use vacation time and this will help minimize personnel costs for the shift." This statement is an example of which technique of influencing the supervisor?

Accepted Answer

A)   Fogging
B)   Negative assertion
C)   Negative inquiry
D)   Compromise

Question 17

After several near-incidents during procedures, the nurse manager is increasingly concerned about how nursing staff communicates with physician staff. Which advice from the manager would be most beneficial to the nursing staff?

Accepted Answer

A)   "Don't forget, you are just as good as they are."
B)   "Physicians just don't listen as well as nurses."
C)   "Let's review the steps of the procedures that we know are the biggest problems."
D)   "I'm going to listen to the physicians, but I think most of the problem lies with them, not the nurses."

Question 18

The staff nurse would like to improve personal communication with peers, patients, and the medical staff. Which strategy would be most effective for this nurse?

Accepted Answer

A)   Plan to be more assertive in all communication.
B)   Work to manage fear of conflict.
C)   First learn to delegate clearly to others.
D)   Attend the hospital-based communication training.

Question 19

The nurse is always intimidated when asking a physician to clarify orders. Which statements should the nurse use to help counteract this feeling?

Accepted Answer

A)   "I'm sorry, Doctor, but I need for you to repeat the dosage on that medication order."
B)   "Doctor, what was the dosage on that medication you just ordered, and do you want the client to get up in the chair today?"
C)   "How often did you want the furosemide given?"
D)   "Uh, can you tell me if you need for this client to be NPO today?"
E)   "Doctor, what rate did you want for the IV?"

Question 20

When the nurse manager orders supplies for the unit, which communication mode is best?

Accepted Answer

A)   Telephone
B)   E-mail
C)   In person
D)   Voice mail

Exam 9: Communicating Effectively