Questions Answers

1. A method of comparing performance using identified

Benchmarking
quality indicators across institutions or disciplines.
2. A nursing audit conducted during the patient’s course
Concurrent audit
of care.
3. The process the process used to improve quality and
Continuous Quality Improvement
performance.
4. An accurate and comprehensive report on unplanned or
unexpected occurrences that could potentially affect a Incident Report
patient, family members or staff.
5. A tool used to measure the performance of structure,
Indicator
process, and outcome standards.
6. A quality program that focuses on improving process
Lean Six Sigma
flow and eliminating waste.
7. Standards that reflect the desired results or outcome of
Outcome Standards
care.
8. A system in which costs and quality are concurrently
and retrospectively measured and evaluated in order to Outcome Management
improve clinical practices.
9. A process by which other employees assess and judge
the performance of professional peers against Peer review
predetermined standards.
10.Standards connected with the actual delivery of care. Process standards
11.Any unexpected or unplanned occurrence that affects
or could potentially affect a patient, family member or Reportable incident
staff.
12.A nursing audit conducted after a patient’s discharge
that involves examining records of a large number of Retrospective audit
cases.
13.A program directed toward identifying, evaluating, and
taking corrective action against potential risks that Risk Management
could lead to injury.
14.A quality management program that uses measures,
goals and management involvement to monitor Six Sigma
performance and ensure progress.
15.Written statements that define a level of performance
or a set of conditions determined to be acceptable by Standards
some authority.
16.Standards that relate to the physical environment,
Structure standards.
organization, and management of an organization.
17.A management philosophy that emphasizes a
Total Quality Management
commitment to excellence throughout the organization
18.He adopted the Japanese and helped transform their
Dr. W. Edwards Deming
industrial development after World War II.
19.Reviews mandated by the Joint Commission, based on
Utilization review
the appropriate allocation of resources.
Success and failure is a Choice
20.It can be a retrospective or concurrent. Nursing audit
21.A complex ongoing, dynamic process in which the
participants simultaneously create shared meaning in communication
an interaction
22.A formal or informal communication may be downward,
Directions of communication
upward, lateral or diagonal.
23.Messages may be oral or written. Modes of communication
24.Communication, generally directive, given from an
Downward communication
authority figure or manager to staff.
25.A communication technique in which one agrees with
Fogging
part of what was said.
26.Difficulty in interpreting the intended meaning of a
message due to two conflicting messages received Intersender conflict
from differing sources.
27.Difficulty in interpreting the intended meaning of a
message due to incongruity between verbal and non Intrasender conflict
verbal communication.
28.Communication that occurs between individuals at the
Lateral communication
same hierarchical level.
29.Nonverbal messages in communication, including body
Metacommunication
language and environmental factor.
30.A communication technique in which one accepts some
Negative Assertion
blame for what was said
31.A communication technique used to clarify objections
Negative inquiry
and feelings.
32.Communication that occurs from staff to management Upward communication
33.Who linguist said that men and women communicate
Deborah Tannen
differently.
34.The act of accepting ownership for the results or lack
Accountability
thereof.
35.Allocating tasks appropriate to the individual’s job
Assignment
description.
36.The right to act or empower. Authority
37.The process by which responsibility and authority are
Delegation
transferred to another individual
38.A common form of ineffective delegation that occurs
when the delegators loses control over a situation by
Overdelegation
giving too much authority or responsibility to the
delegate.
39.An obligation to accomplish a task Responsibility
40.A common form of ineffective delegation that occurs
Reverse delegation
when someone with more authority
41.A common form of ineffective delegation that occurs
when full authority is not transferred, responsibility is
taken back, or there is a failure to equip and direct the Underdelegation
delegate

Success and failure is a Choice

42.An unassertive, cooperative tactic used in conflict
management when individuals neglect their concerns in Accommodating
favor of others’ concerns.
43.A conflict management technique in which the
Avoiding
participants deny that conflict exists.
44.All parties work together to solve a problem Collaboration
45.An all-out effort to win, regardless of the cost. Competing
46.Groups in which members compete for resources or
Competing group
recognition.
47.A type of conflict that is resolved through competition,
in which victory for one side is determined by a set of Competitive conflict
rules.
48.A conflict management technique in which the rewards
Compromise
are divided between both parties.
49.The consequence of real or perceived differences in
mutually exclusive goals, values, ideas, attitudes, Conflict
beliefs and feelings or action.
50.The most effective means of resolving conflict, in which
the conflict is brought out in the open and attempts are Confrontation
made to resolve it through knowledge and reason.
51.A conflict strategy in which a solution that meets
Consensus
everyone’s needs is agreed upon.
52.A type of conflict in which winning is not emphasized
and there is no mutually acceptable set of rules; parties
Disruptive conflict
involved are engaged in activities to reduce, defeat or
eliminate the opponents.
53.The negative feelings between two or more parties Felt conflict
54.A conflict management technique that forces an
immediate end to conflict but leaves the cause Forcing
unresolved.
55.A conflict strategy that focuses on the means of solving
Integrative decision making
a problem rather than the ends.
56.A conflict strategy in which neither side wins; the
Lose-lose strategy
statement reached is unsatisfactory to both sides.
57.A conflict management technique in which the
Negotiation
conflicting parties give and take on various issues.
58.One’s perception of the other’s position in a conflict. Perceived conflict
59.A behavior that can be positive or negative and may
mean a resistance to change or disobedience, or it may Resistance
be an effective approach to handling power differences.
60.The stage of conflict that occurs when a mutually
agreed-upon solution is arrived at and both parties Resolution
commit them to carry out the agreement.
61.Managing conflict by complimenting one’s opponents,
downplaying differences, and focusing on minor areas Smoothing
of agreement
62.The stage of conflict that occurs when one person or
Suppression
group defeats the others
Success and failure is a Choice
63.A strategy used during conflict in which one party
Win-lose strategy
exerts dominance and the other submits and loses
64.A conflict strategy that focuses on goals and attempts
Win-win strategy
to meet the needs of both parties.
65.The removal of at least one party from conflict, making
Withdrawal
it impossible to resolve the situation.
66.What is the most important antecedent condition to
Incompatible goals
conflict?
67.It results from the parties perceived or felt conflict. Conflict Behavior
68.Behavior may take the form of aggression, competition,
Overt Behavior
debates or problem solving.
69.It may be expressed by a variety of indirect tactics,
Covert Behavior
such as scapegoating, avoidance or apathy.
70.He identified three basic strategies for dealing with
Filley
conflict according to outcome.
71.They used an organizational approach to health care’s
Ellwood and Donald Berwich
problems by focusing on the patient not the physicians.
72.She states that providers and administrators must
parties to reduce errors and improve safety and that
Wojner
organizational transparency should be the goal of
patient safety initiatives.
73.A theory, described by Knowles, that children and
Adult education theory
adults learn differently.
74.Motivational theories that may satisfy those needs. Content theories
75.The perception that one’s work contribution is
rewarded in the same proportion that another person’s Equity
contribution is rewarded.
76.The motivational theory that suggests efforts and job
satisfaction depend on the degree of equity or Equity theory
perceived fairness in the work situation.
77.The investigative process to determine whether
Evaluation
outcomes were achieved and to what extent.
78.The perceived probability that effort will result in
Expectancy
successful performance
79.The motivational theory that emphasizes the role of
rewards and their relationship to the performance of Expectancy theory
desired behavior.
80.The technique used to eliminate negative behavior, in
which a positive reinforce is removed and the Extinction
undesired behavior is extinguished
81.The motivational theory that suggests that the goal
Goal-setting theory
itself is the motivating force.
82.Bringing together materials, methods, speakers and
Implementation
learners for education.
83.The perceived probability that performance will lead to
Instrumentality
desired outcomes.
84.The factors that initiate and direct behavior Motivation

Success and failure is a Choice

85.An evaluation of learning needs in a select population Needs Assessment
86.An educational method using observation and practice
that involves the employees learning new skills after On-the-job instruction
being employed.
87.Process by which a behavior becomes associated with a
Operant conditioning
particular consequences.
88.A process by which staff development personnel and
managers ease a new employee into the organization Orientation
by providing relevant information.
89.Using partners, who have both participated in the
educational program, to observe each other practicing
the skill, ask appropriate questions during the Peer coaching
demonstration, and offer feedback about the
performance.
90.A four-stage process that includes establishing
objectives, evaluating the present situation and
predicting future trends and events, formulating a Planning
planning statement and converting the plan into an
action statement.
91.An experienced individual who b assists new employees
in acquiring the necessary knowledge and skills to Preceptor
function effectively in a new environment.
92.Motivational theories that emphasize how the
motivation process works to direct an individual’s effort Process theories
into performance.
93.A process used to inhibit an undesired behavior by
Punishment
applying a negative reinforces.
94.The motivational theory that views motivation as
Reinforcement theory/
learning and proposes that behavior is learned through
Behavior modification
a process called operant conditioning
95.A model that emphasizes learning a set of self-control
and coping strategies to increase the retention of newly Relapse prevention
learned behavior.
96.The selective reinforcement of behaviors that are
successively closer approximations to the desired Shaping
behavior.
97.A behavioral theory based on reinforcement theory that
proposes new behaviors are learned through direct
Social learning theory
experience or observation that can result in positive or
negative outcomes.
98.The process of enhancing staff performance with
Staff development
specific learning activities.
99.The perceived value of an outcomes Valence
100. Believed people learn new behaviors through direct
experience or by observing other people performing
Bandura
the behavior, which results in positive and negative
outcomes.

Success and failure is a Choice