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Download Effective Leadership and Management in Nursing 8th Edition Sullivan Test Bank all chapters
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Sullivan, Effective Leadership and Management, 8/e
Chapter 9
Question 1
Type: MCSA
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?
Correct Answer: 4
Rationale 1: The purpose of a memo is to convey general information to a group; it has a low level of personal
intimacy.
Rationale 2: The purpose of e-mail is to broadcast information to large groups; it has a low level of personal
intimacy.
Rationale 3: A telephone conversation is less intimate than face-to-face communication, and the individual's
response cannot be seen.
Rationale 4: More important or difficult issues should be communicated face-to-face to the nurse involved so that
the individual's response can be seen and questions can be answered appropriately.
Global Rationale:
Question 2
Type: MCSA
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?
Correct Answer: 2
Rationale 2: Applying for a job requires a high level of formality. A written cover letter and résumé are expected
by most organizations offering employment opportunities. This submission would be done by e-mail only if that
is the organization’s specific request.
Rationale 4: “Dropping in” to the manager’s office is not professional. Any meetings generally occur at the
request of the potential employer and would occur after the résumé and cover letter are sent.
Global Rationale:
Question 3
Type: MCSA
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?
1. Lateral communication
2. Downward communication
3. Diagonal communication
4. Grapevine communication
Correct Answer: 3
Rationale 3: Diagonal communication involves dialogue among individuals at different hierarchical levels (e.g.,
staff nurses to chief executive officer of nursing).
Rationale 4: Grapevine communication is an informal channel among individuals at all hierarchical levels and
has the potential to generate misinformation.
Global Rationale:
Question 4
Type: MCSA
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?
Correct Answer: 1
Rationale 1: Men have been socialized to remain focused on the issue and avoid self-disclosure about personal
experiences.
Global Rationale:
Question 5
Type: MCSA
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?
Correct Answer: 3
Rationale 1: Text messaging can make the problem worse as it implies the need to respond quickly.
Rationale 2: Having everyone send a return e-mail will set the nurse manager up for an onslaught of messages
that are really not important.
Rationale 3: E-mail communication is fraught with difficulties. The best of these options is to be certain that e-
mails go only to the intended recipients. The use of “reply to all” or distribution lists is convenient, but can result
in sending the e-mail to persons whom it does not affect. When this happens, people begin to ignore e-mail.
Rationale 4: Sending the message line “Important” with each e-mail is much like crying wolf, and recipients will
soon realize that the term Important is meaningless.
Global Rationale:
Question 6
Type: MCSA
Sullivan, Effective Leadership and Management, 8/e Test Bank
Copyright 2013 by Pearson Education, Inc.
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?
2. Negative inquiry
3. Compromise
4. Persistence
Correct Answer: 1
Rationale 1: The nurse manager should plan to meet with administration when there is sufficient time and the
supervisor seems receptive.
Rationale 3: Compromise occurs after a request has been denied. Persistence and repetition are used after a
request has been denied.
Rationale 4: Persistence and repetition are used after a request has been denied.
Global Rationale:
Question 7
Type: MCSA
What is the most important reason that excellent communication skills are essential for nurses?
Correct Answer: 2
Rationale 3: Excellent communication skills can get the work done more quickly and effectively, but the correct
reason is broader.
Global Rationale:
Question 8
Type: MCSA
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?
Correct Answer: 4
Rationale 1: While being more assertive in communication could help this nurse, this is not the most complete
option.
Rationale 2: Working to manage fear of conflict is not the most complete option.
Rationale 3: Learning to delegate clearly would help the nurse learn to communicate better, but this is not the
most effective strategy.
Rationale 4: Attending training on communication would be the best plan for this nurse. The strategies described
in the other options would likely be included in this training.
Global Rationale:
Question 9
Type: MCSA
Which example represents a qualifier that may interfere with the message to be communicated?
4. “How can I help you solve your issues with this physician?”
Correct Answer: 3
Rationale 1: This is a direct command or request and does not contain a qualifier.
Rationale 3: Qualifiers are often used as “entry statements” into important discussions, but they can interfere with
the message being communicated. This qualifier (“I hate to bother you”) sets up the receiver of the message to
feel bothered. Qualifiers also reveal a lack of confidence in the sender.
Global Rationale:
Question 10
Type: MCSA
The nurse has been concentrating on improving personal communication skills. Which option represents the final
step in this nurse’s work to improve communication?
Correct Answer: 4
Rationale 3: Deciding how to say what you want conveyed or how to deliver your response is an implementation
or plan.
Rationale 4: Ensuring all parties understand the communication is the last step as it involves evaluation.
Global Rationale:
Question 11
Type: MCMA
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?
Note: Credit will be given only if all correct choices and no incorrect choices are selected.
1. The nurse should try to think ahead about what the person talking is going to say.
2. The nurse should hold eye contact with the speaker at all times.
3. When listening to instructions, the nurse should ask anyone who interrupts to wait a moment.
4. The nurse should get sufficient time away from work to rest.
5. The nurse should be careful not to prejudge what the speaker is going to say.
Rationale 1: Thinking ahead in conversation interferes with the ability to listen and comprehend.
Rationale 3: When many people are talking at one time, it is difficult to listen and comprehend.
Rationale 4: Being tired and stressed from too much time at work can cause energy to flag, resulting in difficulty
listening.
Rationale 5: Preconceived beliefs about what the speaker is going to say makes it more likely that the nurse is not
going to listen effectively.
Global Rationale:
Question 12
Type: MCMA
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?
Note: Credit will be given only if all correct choices and no incorrect choices are selected.
1. Schedule a staff meeting for discussion of the problem and its possible solutions.
5. Ask for input via text message and promise to respond to texts immediately.
Rationale 2: Generation X members would be more likely to read the information, formulate an opinion, and
share it with the manager. They like decisions to be made without unnecessary discussion.
Rationale 3: Generation X members do not like unnecessary discussion, so asking for input individually would be
a good strategy.
Rationale 4: Traditionalists are more likely to respond to a suggestion from someone higher in the chain of
command. They also tend to be more formal.
Rationale 5: Generation Y is more likely to want immediate feedback from e-mails or text messages.
Global Rationale:
Question 13
Type: MCSA
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?
1. “I know it must be frustrating working with a new charge nurse, but how can we make this situation better?”
2. “This is not professional behavior, and you need to stop it or you will lose your job the next time I hear about
it.”
3. “I know the charge nurse is new to the role, but you should get used to it or there will be more changes.”
4. “I know the new charge nurse is difficult to work with, but please help make the job easier to do.”
Correct Answer: 1
Rationale 1: Acknowledging the person’s frustration validates his or her feelings, and asking for input helps
makes him or her part of the solution.
Rationale 2: This statement is confrontational and is unlikely to result in a positive response from the employee.
Rationale 4: Patronizing remarks are condescending and are not likely to result in a positive employee response.
Global Rationale:
Question 14
Type: MCSA
When the nurse manager orders supplies for the unit, which communication mode is best?
1. Telephone
2. E-mail
3. In person
4. Voice mail
Correct Answer: 2
Rationale 1: Telephoning an order leaves room for misinterpretation or inaccuracy in recording what was
ordered.
Rationale 2: To avoid misunderstanding of supplies needed, a written request is the most appropriate choice. It
avoids misunderstanding, as the needs can be checked off a list.
Rationale 3: A verbal order in person may still result in misfilled orders because there is no written record of
what was ordered.
Rationale 4: Voice mail may result in a mistake because there is no written record of what was ordered.
Global Rationale:
Question 15
Type: MCSA
An inexperienced speaker is practicing the delivery of a speech. Which statement indicates a lack of
understanding about how easily communication is distorted?
1. “I know I can better connect with my audience with good eye contact.”
3. “If I know the background of the audience, it can help with tailoring the content.”
Correct Answer: 4
Rationale 2: Repeating the message can assist in keeping the message clear.
Rationale 4: It does not matter how uncomplicated the topic is; misunderstandings and distortions can still occur.
Global Rationale:
Question 16
Type: MCSA
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?
4. “I’m going to listen to the physicians, but I think most of the problem lies with them, not the nurses.”
Correct Answer: 3
Rationale 1: This statement sets up an “us against them” mentality. This mindset does not support respect for the
physicians and could make communication more difficult.
Rationale 2: This statement sets up an “us against them” mentality. This mindset does not support
communication.
Rationale 3: The nurse manager should ensure that the nursing staff is competent in the procedures that are
causing problems by reviewing the steps of the procedures with them.
Rationale 4: The preconceived notion that the problems are the fault of the physicians would make open and
honest communication more difficult.
Global Rationale:
Question 17
Type: MCSA
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?
Correct Answer: 2
Rationale 1: Males tend to communicate clearly and concisely, especially in professional relationships.
Rationale 2: There are many gender differences in communication. Male tend to take responsibility and feel the
need to “fix” things.
Sullivan, Effective Leadership and Management, 8/e Test Bank
Copyright 2013 by Pearson Education, Inc.
Rationale 3: Using phrases such as “sort of” is a more common trait of female conversation than of male
conversation.
Rationale 4: Women tend to personalize, while men are more focused on the issues.
Global Rationale:
Question 18
Type: MCSA
In which situation should the nurse be most concerned that communication was distorted?
1. The nurse obtains an admission history from the parents of an adopted child.
3. The nurse manager hires a new nurse originally from the Philippines.
4. The emergency nurse receives a client who was transferred via ambulance for confusion.
Correct Answer: 4
Rationale 1: Just because this child is adopted does not mean that the admission history will not be correct or that
communication with the child or parents will be impaired.
Rationale 2: Just because a person is older does not mean that communication is impaired.
Rationale 3: Just because the person is from another country does not mean that communication will be distorted.
Rationale 4: Communication will be most affected by the confusion of the client because the nurse cannot be sure
of anything the client said or that the client understood anything the nurse tried to communicate.
Global Rationale:
Which directions given by the nurse to the assistant are most likely to be understood and completed correctly?
Note: Credit will be given only if all correct choices and no incorrect choices are selected.
1. “Here are your directions for this morning. Please give the clients in rooms 2156, 2158, and 2159 total bed
baths.”
2. “Go to the diet kitchen and get a cup of apple juice for the client in room 2112.”
5. “It might be a good idea to get the client in room 2110 up in the chair this morning. Or maybe it would be
better to wait until this afternoon.”
Rationale 1: Saying “Here are your directions” alerts the assistant that an important statement is going to be
made. The instructions are clear and concise.
Rationale 3: This direction is not clear. Does the nurse want the clients whose rooms are on the south wing
ambulated? Or does the nurse want all ambulation to occur on the south wing today?
Rationale 4: This instruction is ambiguous. If the nurse would like for certain clients to have their hair
shampooed today, the nurse should indicate that more clearly.
Rationale 5: The nurse should be clear regarding what should be done before instruction is provided.
Global Rationale:
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?
1. Intersender conflict
2. Intrasender conflict
3. Metacommunication
4. Downward communication
Correct Answer: 1
Rationale 1: Intersender conflict occurs when a person receives two conflicting messages from different sources.
Rationale 2: Intrasender conflict occurs when a verbal message differs from the nonverbal message; the recipient
has difficulty interpreting the intended meaning.
Rationale 4: Downward communication occurs from manager to staff and is often directive.
Global Rationale:
Question 21
Type: MCSA
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?
1. Metacommunication
2. Intrasender conflict
3. Fogging
Correct Answer: 1
Rationale 1: Metacommunications are nonverbal messages conveyed by body language and environmental
factors.
Rationale 2: Intrasender conflict occurs when there is a difficulty in the interpretation of an intended message due
to disparity between verbal and nonverbal communication.
Rationale 3: Fogging is a communication technique in which one partially agrees with what was said.
Rationale 4: Intersender conflict occurs when there is a difficulty in the interpretation of an intended message due
to disparity between different sources.
Global Rationale:
Question 22
Type: MCSA
The nurse asks the nurse manager if he can go home early because the census is low. When the request is denied,
the nurse states, "I don't understand why I can't leave early. I will use vacation time and this will help minimize
personnel costs for the shift." This statement is an example of which technique of influencing the supervisor?
1. Fogging
2. Negative assertion
3. Negative inquiry
4. Compromise
Correct Answer: 3
Rationale 1: Fogging is a technique used when the person is in partial agreement with what was said.
Rationale 2: Negative assertion involves some acceptance of blame for what was said.
Rationale 3: Negative inquiry is a statement of “I don’t understand.” Negative inquiry is an effective technique,
provided the person to whom it is directed does not become defensive or distraught.
Global Rationale:
Question 23
Type: MCMA
The nurse is always intimidated when asking a physician to clarify orders. Which statements should the nurse use
to help counteract this feeling?
Note: Credit will be given only if all correct choices and no incorrect choices are selected.
1. “I’m sorry, Doctor, but I need for you to repeat the dosage on that medication order.”
2. “Doctor, what was the dosage on that medication you just ordered, and do you want the client to get up in the
chair today?”
4. “Uh, can you tell me if you need for this client to be NPO today?”
Rationale 5: This is a direct statement, and it starts with a “name” that gets the physician’s attention.
Question 24
Type: MCMA
A nurse manager approaches the nursing supervisor with a request for approval to incorporate 12-hour shifts into
scheduling. The supervisor denies the request, stating this staffing pattern was used previously with poor
outcomes. Which responses by the nurse manager may positively influence the supervisor?
Note: Credit will be given only if all correct choices and no incorrect choices are selected.
1. “I agree it was not effective years ago, but other units have now had success with it.”
5. “If we don’t offer alternative staffing patterns, we aren’t going to be able to attract new hires.”
Rationale 1: This is an example of using “fogging,” or agreeing with part of what is said. This technique may
make the supervisor rethink the decision by offering some new information.
Rationale 2: Asking about previous concerns is a type of negative inquiry. It helps the nurse manager understand
the supervisor’s position, but also requires the supervisor to rethink the issue.
Rationale 3: Telling the supervisor it is unfair is the same as calling the supervisor unfair and is confrontational.
Rationale 5: Threats, even veiled threats, are confrontational and should not be used.
Global Rationale:
Sullivan, Effective Leadership and Management, 8/e Test Bank
Copyright 2013 by Pearson Education, Inc.
Cognitive Level: Analyzing
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Implementation
Learning Outcome: 9-5: Improve your collaborative communication skills.
Question 25
Type: MCMA
A nurse manager is aware that there is a strong “grapevine” communication system on the unit. The manager
elects to use this grapevine to distribute information about an upcoming change in unit policy. In making this
decision, the manager should consider which possibilities?
Note: Credit will be given only if all correct choices and no incorrect choices are selected.
Global Rationale:
Language: French
RÊVE BLANC
PARIS
LIBRAIRIE PLON
E. PLON, NOURRIT ET Cie, IMPRIMEURS-ÉDITEURS
RUE GARANCIÈRE, 10
Très affectueusement,
H. A.
RÊVE BLANC