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CNML & NE-BC study questions with correct answers
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CNML & NE-BC study questions with correct answers
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CNML & NE-BC study questions withcorrect answers
What is the purpose of a job description? - ANS A job description outlines the job duties to
a potential or new employee, explains the boundaries of the scope of practice, and provides
direction for the new employee about what performance measures will be assessed at
evaluation time.
Why should you avoid starting new staff before they attend general orientation? - ANS
Expediting an employee orientation is not a good idea because general orientation provides an
opportunity to connect the employee with the mission, vision, and values of the larger
organization. General orientation also provides safety topics and opportunities to make
connections which can help them in the future.
What is the best way to give feedback to an employee who tends to be defensive and
confrontational? - ANS When giving feedback to an employee who tends to be defensive
and confrontational it is best to review the employee performance guidelines, have the meeting
in a safe location, perhaps include a witness, and focus specifically on the employee's
performance issues.
What are the challenges of communication in the workplace? - ANS The challenges of
workplace communication are that people tend to look for differences rather than similarities.
People tend to judge others based on what they assume is their intent, and people tend to avoid
engaging in potentially tense interactions.
Why is communication in the workplace so important? - ANS Good communication is
important because 80% of patient errors are related to communication breakdowns (Institute of
Medicine, 2004). People often know there is a problem but do not know how to communicate it
to others who can resolve the situation.
What is disruptive innovation? - ANS Disruptive innovation (Christensen, Bohmer, &
Kenagy, 2000) is any action that disrupts an existing way of doing something. The term can be
used to describe a problem but do not know how to communicate it to others who can resolve
the situation.
Why is it important how a candidate dresses for an interview? - ANS First impressions
influence the interviewer when conducting an interview. Unprofessional and inappropriate attire
may be an indication of poor judgement by the candidate however; there may be a reason,
which you will not know unless you ask the candidate. You should try not to be distracted by the
,nurses attire an focus on her resume, experience, skills, and answers. Ask the candidate
behavioral interviewing questions including how she dresses for different settings.
How important are the words in communication. - ANS Mehrabian (1981) suggested that in
volatile situations people only hear 7% of the words that are being said. The other 55% of
communication is body language and 38% the tone.
Why is face-to-face communication important to certain types of communication? - ANS
Studies have shown that body language (55%) and tone (38%) have a huge impact on
communication in volatile situations (Mehrabian, 1981). Based on that data, as a leader you
should consider that your tone and body language might have a great impact on your
employees than what you actually say, word-wise.
Why are rumors and gossip dangerous? - ANS Rumors and gossip are dangerous in
organizations because of their effect on teamwork and morale. Gossip is generally assumed to
have some piece of factual basis, however in order to be believed the parties must suspend
disbelief and recognition of any contradictory information that exists in order to perpetuate the
story. Rumors and gossip can be harmful when they translate into inaccurate information and
innuendo, which can lower trust, morale, undermine productivity, discourage support for
institutional initiatives, and block good news.
Why do people engage in spreading rumors and gossip? - ANS Rumors tend to increase
when members of a group have limited control over events, where there is a poor organizational
climate, mistrust of formal communication, lines, uncertainty about change, and high levels of
competition (Michelson & Mouly, 2002). Rumors help the participants to reduce chaos and
uncertainty in their own mind by defining and explaining the situation. Rumor spreading may
actually be a manifestation of deeper feelings of guilt, ambivalence, and the desire for
dominance and power over others through the control of valuable information.
What are the best ways to reduce rumors and gossip? - ANS The best ways to reduce
rumors and gossip is to have a staff meeting with all the staff, discuss the issue, then develop a
task force to come up with some solutions including a no-tolerance policy for spreading rumors
and gossip. The leader should recognize the harmful effects of rumors and gossip; that is
probably is a violation of the organization's rules of employee conduct, which may need to be
addressed with disciplinary action depending on the severity of the infraction.
How do highly effective people communicate? - ANS Highly effective people (Covey, 1990)
seek first to understand the other person, before they try to explain their position on the issue.
Whats is the best way to address employee disputes, as a manager? - ANS The best
approach to employee disputes is to listen to both sides of the story, ask the employees to think
of an acceptable solution where they both could win (Covey, 1990). Then ask them for
suggested creative solutions where they both could be satisfied with the outcome.
, What are the dynamics that impact on physician-nurse relationships? - ANS
Physician-nurse relationships are impacted by a variety of factors including: Gender differences,
patterns in the organizational culture of how people relate too each other, and perceptions of
hierarchy such as physicians should be in charge.
What are ways of increasing dialogue in crucial communication situations? - ANS Crucial
Conversations is a model for communication based upon the concept of increasing dialogue on
a team (Patterson, et al, 2002) Dialogue is increased by creating a safe environment for
communication; working toward mutual purpose and respect; and increasing the pool of shared
meaning about the situation.
What is the purpose of rounding for outcomes? - ANS Rounding for outcomes involves
having staff go in the patient room at regular intervals and asking specific questions. It helps to
provide a safe environment for patients and families by allowing them to provide feedback on
their care experience.
What is SBAR? - ANS SBAR is s communications tool primarily used to improve
nurse-physician communication. The initials stand for:
Situation: Who else is involved? What's going on?
Background: Briefly explain everything leading up to the situation.
Assessment: What do you think is going on?
Recommendation: What do you think should be done and by when?
What is the best way to address a nurse who refuses to float to another unit because she says
she has no experience caring for that patient population and does not want to risk losing her
license? - ANS The best response by the charge nurse to a nurse who refuses to float to
another unit would be to talk to the nurse about her concerns. Then ask the other unit what
types of support they will provide the nurse. Make sure the nurse will be working safely is she
goes to the other unit.
What would you do first if one of your nurses was uncooperative when she floated to another
unit? - ANS The first thing for the manager to do if a nurse was uncooperative when floating
to another unit would be to talk to the nurse and ask her version of what happened.
What would be the first thing for a charge nurse to do if a nursing assistant was accused of
sleeping on the night shift? - ANS If the charge nurse was told a nursing assistant was
sleeping when she was suppose to be doing a 1:1 observation she or he should remove the
employee from the situation. The place them on administrative leave pending an investigation
as to what happened.
What is the best way to handle a new employee who feels uncomfortable with the relationship
with their orientation preceptor who they describe as harsh and overly critical? - ANS When
questioned about a preceptor the manager should ask the orientee for specific feedback about
what is going on and then make some suggestions for how he or she can address these with
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