Question 1

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

Accepted Answer

The qualifier "I hate to bother you with this" may create a negative or defensive tone before the speaker even communicates the problem, which can interfere with the effectiveness of the message.

Question 2

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

Accepted Answer

1. Lateral communication involves discussion among individuals at the same hierarchical level (e.g., all nurse supervisors).
2. Downward communication involves direction given by management to the staff.
3. Diagonal communication involves dialogue among individuals at different hierarchical levels (e.g., staff nurses to chief executive officer of nursing).
4. Grapevine communication is an informal channel among individuals at all hierarchical levels and has the potential to generate misinformation.

Question 3

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?
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."

Accepted Answer

1. Acknowledging the person's frustration validates his or her feelings, and asking for input helps make him or her part of the solution.
2. This statement is confrontational and is unlikely to result in a positive response from the employee.
3. Threatening the employee, no matter how veiled the threat, is confrontational and is unlikely to result in a positive response.
4. Patronizing remarks are condescending and are not likely to result in a positive employee response.

Question 4

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?
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."

Accepted Answer

Reviewing the steps of the procedures that are causing the biggest problems would be the most beneficial advice. This would allow the nursing staff to identify any communication breakdowns or misunderstandings that may be occurring during those specific procedures and work on improving their communication with the physician staff. Option A is not helpful as it does not address the issue at hand. Option B is not true and could potentially create resentment towards physicians. Option D places blame solely on the physicians rather than working towards a solution.

Question 5

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?
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."

Accepted Answer

1. Males tend to communicate clearly and concisely, especially in professional relationships.
2. There are many gender differences in communication. Males tend to take responsibility and feel the need to "fix" things.
3. Using phrases such as "sort of" is a more common trait of female conversation than of male conversation.
4. Women tend to personalize, whereas men are more focused on the issues.

Question 6

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

Accepted Answer

The final step in the nurse's work to improve communication is to ensure the communication is understood by the recipient. This involves confirming the message was received and comprehended as intended, and effectively closing the communication loop.

Question 7

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?
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.

Accepted Answer

The answer of A problem has arisen on a unit...

Question 8

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

Accepted Answer

Intersender conflict refers to conflicting messages from different sources within an organization, which can result in confusion and uncertainty about the correct course of action. In this scenario, the nursing supervisor and nurse manager have different instructions for how to call in sick, causing the staff nurse to be unsure of the correct protocol.

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?
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.

Accepted Answer

Sending a written letter and résumé in the mail is the most professional form of communication when applying for a job in an acute-care setting. It shows initiative and attention to detail, and allows the nurse manager to review the application at their convenience without being interrupting by phone calls or drop-ins. An email may be acceptable, but it can be easy to overlook or accidentally delete. Calling or dropping in without an appointment may be seen as intrusive or unprofessional.

Question 10

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?
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.

Accepted Answer

Research suggests that men tend to communicate in a more task-oriented manner, which means they prioritize the issue over personal experience or emotions. Therefore, the staff can expect the new nurse manager to focus more on the task at hand rather than personal experiences.

Question 11

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

Accepted Answer

Timing of the request is most critical because it will dictate when the new staff nurses will be available to start working. The nurse manager should consider the current workload, projected patient volume, and other factors that may impact the new staff nurses' orientation and training. This will allow for adequate staffing, which can improve patient care quality and staff morale. Negative inquiry, compromise, and persistence may also be necessary to advocate for the need for additional staff, but these factors are not as critical as the timing of the request.

Question 12

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?
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"

Accepted Answer

The answer of The nurse manager has instituted a policy...

Question 13

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?
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.

Accepted Answer

It is important to address the complaint with the individual nurse face-to-face in order to have a clear understanding of the situation and to gather more information regarding the incident. This also provides an opportunity for the nurse manager to provide feedback and coaching to the individual nurse in order to promote professional behavior in the workplace. Posting a memo or sending an email is not as effective as it does not provide the opportunity for direct communication and individualized feedback.

Question 14

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

Accepted Answer

The nonverbal message of nodding in agreement and smiling is a form of metacommunication, which refers to communication about communication. This type of nonverbal communication can convey a message about the tone, attitude, or intention of the person speaking.

Question 15

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?
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.

Accepted Answer

Attending hospital-based communication training would be the most effective strategy for improving personal communication. This training would provide the nurse with the tools and techniques for effective communication with peers, patients, and medical staff. Improving assertiveness, managing conflicts, and delegating clearly are all important communication skills but may not necessarily address the underlying issues that are hindering effective communication.

Question 16

When the nurse manager orders supplies for the unit, which communication mode is best?
A) Telephone
B) E-mail
C) In person
D) Voice mail

Accepted Answer

E-mail provides a clear written record of the order and allows for easy tracking and documentation. It also allows for easy communication and clarification if there are any discrepancies or issues with the order.

Question 17

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?
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.

Accepted Answer

The nurse can improve listening skills by minimizing interruptions (C), ensuring adequate rest to maintain focus (D), and avoiding prejudgment to fully understand the speaker's message (E).

Question 18

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

Accepted Answer

The emergency nurse receiving a client who was transferred for confusion should be the most concerned that communication was distorted. Confusion can be a symptom of various medical conditions, including neurological problems that may affect communication. It is possible that the client may not be able to communicate effectively or understand what the nurse is saying, leading to potential misunderstandings and errors in treatment. The nurse should take extra steps to ensure clear and accurate communication with the client and their family or caregivers.

Question 19

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

Accepted Answer

This statement suggests a lack of understanding about how easily communication is distorted. Even if the topic is not complicated, there can still be misunderstandings due to various factors such as language barriers or cultural differences.

Question 20

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

Accepted Answer

All nursing activities are done in relationships, and communication is essential to building and maintaining those relationships. Nurses must communicate effectively with patients, families, other healthcare professionals, and members of their own team to provide the best care possible. Without good communication skills, nurses may struggle to effectively convey information, understand the needs and concerns of others, and build trust and rapport.

Quiz 9: Communicating Effectively

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

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?

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?

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?

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?

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

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?

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?

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?

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?

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?

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?

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?

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?

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?

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

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?

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

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

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