Question 1

The nurse manager is counseling a male nurse about several recent incidents in which female nurses complained that he was abrupt and condescending. What advice should the manager give this nurse?

Accepted Answer

A)  "Make sure that anything you say is clear and concise." 
B)  "Don't feel as if you are responsible for fixing every problem." 
C)  "Avoid using phrases such as 'sort of' when talking to females." 
D)  "Don't personalize everything."

Question 2

An employee is sabotaging the work of a newly oriented charge nurse, and the charge nurse has not been successful in addressing the problem. When the nurse manager addresses the issue, which is the most appropriate statement?

Accepted Answer

A)  "I know it must be frustrating working with a new charge nurse, but how can we make this situation better?" 
B)  "This is not professional behavior, and you need to stop it or you will lose your job the next time I hear about it." 
C)  "I know the charge nurse is new to the role, but you should get used to it or there will be more changes." 
D)  "I know the new charge nurse is difficult to work with, but please help make the job easier to do."

Question 3

The nurse has made several "near errors" in client care in the last 2 months. The nurse manager says, "These are simple errors. You just aren't listening." How could the nurse improve listening skills in this situation?

Accepted Answer

A)  The nurse should try to think ahead about what the person talking is going to say. 
B)  The nurse should hold eye contact with the speaker at all times. 
C)  When listening to instructions, the nurse should ask anyone who interrupts to wait a moment. 
D)  The nurse should get sufficient time away from work to rest. 
E)  The nurse should be careful not to prejudge what the speaker is going to say.

Question 4

In which situation should the nurse be most concerned that communication was distorted?

Accepted Answer

A)  The nurse obtains an admission history from the parents of an adopted child. 
B)  The nurse gives discharge instructions to a couple in their early 80s. 
C)  The nurse manager hires a new nurse originally from the Philippines. 
D)  The emergency nurse receives a client who was transferred via ambulance for confusion.

Question 5

Which example represents a qualifier that may interfere with the message to be communicated?

Accepted Answer

A)  "Please notify me when this task is complete." 
B)  "Are you satisfied with the care you are receiving?" 
C)  "I hate to bother you with this, but we have a problem." 
D)  "How can I help you solve your issues with this physician?"

Question 6

A nurse manager approaches the nursing supervisor with a request for approval to incorporate 12-hour shifts into scheduling. The supervisor denies the request, stating this staffing pattern was used previously with poor outcomes. Which responses by the nurse manager may positively influence the supervisor?

Accepted Answer

A)  "I agree it was not effective years ago, but other units have now had success with it." 
B)  "What were your specific concerns about the 12-hour shifts?" 
C)  "I think it is unfair to refuse my unit this opportunity based on the past." 
D)  "Why are you always so opposed to change on my unit?" 
E)  "If we don't offer alternative staffing patterns, we aren't going to be able to attract new hires."

Question 7

The nurse has been concentrating on improving personal communication skills. Which option represents the final step in this nurse's work to improve communication?

Accepted Answer

A)  Think about the goals of the communication. 
B)  Develop an appropriate and thoughtful response. 
C)  Decide how to say what you want conveyed. 
D)  Ensure the communication is understood.

Question 8

The nurse manager is concerned about a family member's complaint regarding the professional behavior of a nurse on the unit. Which is the most effective method to address this issue?

Accepted Answer

A)  Post a memo to the nursing staff about expected professional behavior. 
B)  Send an e-mail to the nursing staff about expected professional behavior. 
C)  Address the complaint with the individual nurse in a telephone conversation. 
D)  Discuss the complaint with the individual nurse face-to-face.

Question 9

The nurse plans to seek employment in an acute-care setting after graduation. Which form of communication would be most effective in applying for a position?

Accepted Answer

A)  Send an e-mail to the nurse manager, requesting a job interview. 
B)  Send a written letter and résumé in the mail. 
C)  Call the nurse manager to ask if any jobs are open. 
D)  Drop into the nurse manager's office to discuss employment options.

Exam 9: Communicating Effectively