Chapter 6 Practice (Leadership) Effective Communication

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The nurse leader has just observed a nurse whose behaviors
indicate a possible substance abuse problem and knows that staff
nurses have not reported these behaviors because of what most
common reason?

1)The staff nurse believed that reporting a colleague required

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more skill than the nurse possessed.
2)The staff nurse did not believe it was his or her responsibility.
3)The staff nurse believed the compromised nurse was not hurting
any patients.
4)The staff nurse thought that speaking up would not change
anything.
The nurse leader believes that there may be a nurse on a med-
ical-surgical unit who is redirecting a patient's pain medication for
individual use.The nurse knows that this can lead to what situation
on the nursing unit?
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1)Decreased nursing turnover
2)Increased staff morale
3)Increased productivity
4)Increased patient safety issues
The director of nursing (DON)has planned a meeting with unit
managers and placed notices with the date,time,and place on
the unit bulletin boards.When the time came for the meeting only
one-third of the managers were present.The DON knows that
what element of the communication process was overlooked in
announcing this meeting? 2

1)Message
2)Decoding
3)Sender
4)Feedback
A staff nurse has made an appointment with the nurse leader
to discuss a confidential issue.In what way can the nurse leader
display active listening to the staff nurse?

1)Ask the staff nurse to be seated and sit on the desk in front of
the nurse. 3
2)Avoid any head movement to avoid distracting the staff nurse.
3)Make sure that the nurse leader's body language is seen as
positive,or inviting,to the staff nurse.
4)The nurse leader should gaze at a spot slightly above the staff
nurse's head.
The nurse leader utilizes active listening with nursing staff to what
most important end?

1)To encourage empowerment of staff

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2)To help the staff do things the way the nurse leader wants it to
go
3)To appear nicer and warmer to the nursing staff
4)To cause all unit conflicts to disappear

The DON knows that which type of communication is most ef-

fective when discussing possible policy changes with a nurse
manager who is 62 years of age?

1)The DON should post a message to the nurse manager page 2

on social media.
2)The DON should drop by the nurse manager's office to discuss
the matter.
3)The DON should send the nurse manager an e-mail.

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4)The DON should send a group e-mail to all nurse managers with
the policy attached.
The nurse manager needs to have a discussion with a staff nurse
concerning a statement from a family member of a patient who
was discharged 3 weeks ago.Where would be the best place for
the nurse manager to have this discussion with the staff nurse?
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1)In the medication room
2)In a corner of the nurse's station
3)In an empty patient room
4)In the nurse manager's office
The DON has informed all nurse managers that all staff must
have a doctor's excuse for all work absences that are caused by
illness.What form of communication would be the most common
way for the nurse manager to convey this information to the staff?
2
1)A message posted on the unit bulletin board
2)An e-mail directed to all staff
3)A face-to-face meeting with each staff personally
4)An announcement at the monthly staff meeting
The nurse manager will be using formal language in a presen-
tation to the staff nurses about current evidence-based proce-
dures.What elements of this form of language will be best for this
nurse manager to use?

1)Provide the staff with a thorough history of the procedure. 3

2)Make the presentation and dismiss the staff.
3)Provide staff with a step-by-step direction of the new way to
conduct the procedure.
4)Make sure to include all known medical terms related to this
procedure.
The nurse leader knows to do what to prevent grapevine commu-
nication on the nursing unit?

1)Ignore the information that is moving through the grapevine.

2)Share minimal information with staff to avoid promoting confu- 4
sion.
3)Allow information that is in the grapevine to continue until it fades
away.
4)Provide regular communication to the staff of the nursing unit.
The nurse manager of an orthopedic unit has noticed that there
are two nurses who do not appear to get along with each oth-
er.When these two nurses work the same shift,productivity is sub-
stantially lowered.The nurse manager contacts the nurse man-
ager of the neurology unit for input in solving this issue and uses
what type of organizational communication? 4

1)Downward communication
2)Upward communication
3)Lateral communication
4)Diagonal communication

A new nurse manager will be leading an interprofessional team

in developing evidence-based care paths for patients who require
surgery but also have dementia.This manager will need assis-
tance with communication during these meetings if the manager
states that what is a general competency of interprofessional 2
communication?

1)Obtain the ideas and opinions of the other team members.

2)Refrain from sharing the manager's own knowledge about the
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discussion topics and allow team members to determine relevant
information.
3)Make sure that all language used in the meetings is respectful.
4)Recognize that this new manager has unique skills that bring a
positive contribution to the group
The nurse leader is using active listening skills during an important
meeting with nursing staff concerning the budget for the next fiscal
year.The leader realizes that what stages are necessary to be an
effective active listener? Select all that apply.
1, 2, 5
1)Attending
2)Remembering
3)Defending
4)Reacting
5)Understanding

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