Leadership Chapter 19
ANS: A
Feedback: As an information source, the Internet allows nurses to access the latest research
and best practice information so that their care can be evidence-based. It is not a secure form
of communication in many cases. Electronic health records (not the Internet) replace paper
records. It is not secure, so the Internet is not used as a confidential repository of client
information. - ANS-How can the Internet be best used as a means of improving one's personal
nursing practice?
a. Accessing the latest research and best practice information
b. Communicating with other health-care team members
c. Minimizing the need for paper documentation
d. Securing client information for confidentially
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. - ANS-A nurse-manager is
orienting a new graduate nurse to the unit and has found this individual's charting regarding
assessment to be inadequate. What is the most appropriate statement to initiate a discussion
with the new RN?
a. "I'm concerned that your assessment charting seems to be unclear. Can I help you with this?"
b. "Unfortunately, your charting is inadequate in every way."
c. "Do you think a refresher course in charting would help you?"
d. "Are you having difficulty assessing your client?"
ANS: A
Feedback: Competition and posturing characterize the storming stage. Agreeing on goals
occurs during norming, and these are accomplished during the performing stage. Initial
instructions are given during the forming stage. - ANS-A nurse-manager has recently
established a "best practice committee" at the clinic. Which behavior by the committee members
suggests that it is in the "storming" stage?
a. Members attempt to impress each other with their credentials.
b. The short- and long-term goals for the group are agreed upon.
c. Group members achieve their stated goals.
d. The members receive their instructions and mandate from the manager.
ANS: A
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. - ANS-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
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. - ANS-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: 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. - ANS-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: B
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
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