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Leadership and Management for Nurses 2nd Edition Finkelman Test Bank

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Leadership and Management for Nurses 2nd Edition Finkelman Test Bank

ISBN-13: 978-0132137713

ISBN-10: 0132137712

 

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Leadership and Management for Nurses 2nd Edition Finkelman Test Bank

ISBN-13: 978-0132137713

ISBN-10: 0132137712

 

 

 

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Free Nursing Test Questions:

Finkelman, Leadership and Management for Nurses: Core Competencies for Quality Care 2nd Edition Test Bank
Chapter 13

Question 1

Type: MCSA

The nurse team leader asks the nursing assistant to ambulate a patient after morning care. This is an example of which type of communication?

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

Correct Answer: 4

Rationale 1: Upward communication occurs when the receiver is at a higher position in the organization’s hierarchy than is the sender.

Rationale 2: Lateral communication occurs between two persons at the same level of hierarchy in the organization.

Rationale 3: Diagonal communication occurs when persons at two different levels in the organization’s hierarchy are working together on a project in which position in the hierarchy is not considered.

Rationale 4: Downward communication occurs when the sender is at a higher position in the organization’s hierarchy than is the receiver.

Global Rationale:

 

Cognitive Level: Applying

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 02. Distinguish between the four lines of communication.

 

Question 2

Type: MCSA

A physician is giving orders to a nurse regarding a newly admitted patient. The physician is gesturing, maintaining eye contact, and using a loud tone of voice. These factors illustrate primarily which type of communication?

  1. Cultural.
  2. Nonverbal.
  3. Verbal.
  4. Metacommunication.

Correct Answer: 2

Rationale 1: There is no evidence that these factors are cultural in this situation.

Rationale 2: Nonverbal communication includes facial expressions, body movements and gestures, tone and volume of voice, eye movements, and posture.

Rationale 3: Verbal communication includes written communication, oral communication, tone, language, volume, rate, and accent.

Rationale 4: Metacommunication includes all the factors used to influence how a message is perceived.

Global Rationale:

 

Cognitive Level: Applying

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Assessment

Learning Outcome: LO 03. Describe the communication process.

 

Question 3

Type: MCMA

Which statements illustrate the benefits of productive communication?

Standard Text: Select all that apply.

  1. Quick resolution of misunderstandings.
  2. A more motivational climate.
  3. Less staff turnover.
  4. Less need for staff to express different points of views.
  5. A productive rumor mill.

Correct Answer: 1,2,3

Rationale 1: If there are misunderstandings, productive communication is likely to lead to a quick resolution. Less “failure to communicate” excuses are given.

Rationale 2: If communication is productive, the climate is more comfortable. A comfortable climate is motivational.

Rationale 3: There is less conflict and less staff turnover.

Rationale 4: Productive communication allows free expression of differing points of view.

Rationale 5: Productive communication leads to a decreased need for a rumor mill.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Assessment

Learning Outcome: LO 04. Assess a team’s communication.

 

Question 4

Type: MCSA

The nurse observes the patient to be smiling, nodding, and saying “OK” when the physician explains a painful procedure that is planned for the patient. How should the nurse react to this observation?

  1. Clarify that the patient understands the explanation.
  2. Tell the physician that the nurse does not think the patient understands the explanation.
  3. Seek an interpreter to assist the patient in understanding the explanation.
  4. Understand that this is the patient’s way of dealing with stress.

Correct Answer: 1

Rationale 1: The nurse has observed a disconnect between verbal and nonverbal communication and should clarify that the patient understands the explanation.

Rationale 2: The nurse should first find out if the patient understands the explanation before discussing the situation with the physician.

Rationale 3: The nurse should first see if the patient understands the explanation. If not, and if the problem stems from not understanding the language, contacting an interpreter would be appropriate.

Rationale 4: This may be true, but the nurse needs to make certain before making this assumption.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 04. Assess a team’s communication.

 

Question 5

Type: MCSA

Which staff action would indicate a staff communication problem?

  1. Participative management.
  2. Metacommunication.
  3. Silence.
  4. Asking for information to be repeated.

Correct Answer: 3

Rationale 1: If the staff is engaged in participative management, there is likely not a communication problem.

Rationale 2: Metacommunication is the perception of verbal and nonverbal communication and does not indicate a problem is present.

Rationale 3: Silence can be a healthy part of the communication process, but can also indicate a problem. The manager should investigate for issues.

Rationale 4: Asking for information to be repeated is a form of clarifying the message. This is a healthy response.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Evaluation

Learning Outcome: LO 04. Assess a team’s communication.

 

Question 6

Type: MCMA

Which situations illustrate barriers to communication?

Standard Text: Select all that apply.

  1. The nurse uses active listening when completing the admission interview of a new patient.
  2. The nurse assistant frowns and crosses her arms when the nurse is giving instruction.
  3. The nurse asks says to the patient, “Tell me about why you came to the hospital today.”
  4. The nurse assistant says, “Show me how you want input and output recorded.”
  5. The nurse always says, “it will be alright” when there is a problem on the unit.

Correct Answer: 2,5

Rationale 1: Active listening is helpful in understanding the message being delivered.

Rationale 2: This posture is a defensive stance and sends a message of disapproval, which can shut down or change communication.

Rationale 3: This is an open-ended question that should encourage elaboration by the patient.

Rationale 4: This is a direct question that requires a direct answer. This style is helpful when asking for direction.

Rationale 5: This overuse of reassuring statements can cut off communication.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Evaluation

Learning Outcome: LO 05. Examine barriers to communication and how to resolve them.

 

Question 7

Type: MCMA

Which options illustrate an open communication environment?

Standard Text: Select all that apply.

  1. The nurse manager gives staff time to respond to questions.
  2. The nurse manager reinforces positive behaviors.
  3. The nurse manager often shares critical information about the unit with nurses and asks them to keep it a secret.
  4. The nurse manager makes false inferences about information.
  5. Communication skills are included in the performance evaluations of all staff.

Correct Answer: 1,2,5

Rationale 1: People sometimes need time to formulate a correct response. Expecting immediate response can put pressure on the relationship and close down communication.

Rationale 2: It is good to reinforce positive behaviors.

Rationale 3: Secrecy is very destructive to communication and to organizations.

Rationale 4: These false inferences lead the manager to jump to the wrong conclusion and opens up the potential for making mistakes.

Rationale 5: Communication is critical to a positive work environment and patient-centered care and should be a part of performance evaluations.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Planning

Learning Outcome: LO 04. Assess a team’s communication.

 

Question 8

Type: MCSA

The nurse manager would like to increase staff feedback. Which action would encourage the staff to give feedback to the manager?

  1. Using the grapevine.
  2. Written communication.
  3. Downward communication.
  4. Walk-around management.

Correct Answer: 4

Rationale 1: Using the grapevine can be damaging. The grapevine consists of comments that are not documented, that can be falsely reported, or easily misunderstood.

Rationale 2: This type of communication is more cumbersome and will not allow spontaneous feedback to the manger.

Rationale 3: Downward communication focuses on the superior telling the subordinate what to do. It does not allow for feedback unless feedback is requested.

Rationale 4: Walk-around management allows the manager to be present on the unit so that staff can approach the manager with comments and issues.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Planning

Learning Outcome: LO 05. Examine barriers to communication and how to resolve them.

 

Question 9

Type: MCSA

Which statement demonstrates correct supervisory feedback?

  1. “You have been late three times this week. Why are you so lazy?”
  2. “I think you ought to be more concerned with finishing one project before starting another.”
  3. “The staff really worked hard on making sure all documentation was completed before the afternoon shift arrived.”
  4. “All the staff need to do a better job.”

Correct Answer: 3

Rationale 1: This is an inflammatory statement and is not helpful in redirecting the staff member.

Rationale 2: This is the manager’s opinion, but is really fairly general with no direction as to how the nurse should accomplish this task.

Rationale 3: Supervisory feedback should focus on behavior and should be specific.

Rationale 4: This statement is too general and nonspecific.

Global Rationale:

 

Cognitive Level: Applying

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 05. Examine barriers to communication and how to resolve them.

 

Question 10

Type: MCSA

Which statement reflects a possible barrier to effective listening?

  1. The staff members feel that the manager communicates with them.
  2. The staff members have known each other and the manager for a long time.
  3. There is open-ended questioning by the manager.
  4. The manager seeks out information that might be negative.

Correct Answer: 2

Rationale 1: The staff’s perception of the ability of the manager to communicate with them is the most important issue.

Rationale 2: In this situation, assumptions could be made without really listening since those involved may think they already know what the person is going to say.

Rationale 3: Open-ended questions always encourage additional information sharing. It also encourages active listening because the staff may be asked a question.

Rationale 4: This situation gives the staff an opportunity to disclose information and encourages staff to listen carefully to the manager’s comments.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 05. Examine barriers to communication and how to resolve them.

 

Question 11

Type: MCSA

Which option illustrates the manager’s role in supporting effective communication?

  1. The manager should always use reassuring statements with the staff.
  2. The manager should use selective listening when talking to staff about problems.
  3. The manager should always reach forward and touch the staff member when delivering feedback.
  4. The manager should inquire further into situations that seem vague or confusing.

Correct Answer: 4

Rationale 1: Overuse of reassuring statements comes across as phony and condescending.

Rationale 2: The manger should use active listening. Selective listening may result in missing important information.

Rationale 3: Personal space is a critical issue in communication. The manager should not enter an employee’s personal space without being certain the touch will be accepted.

Rationale 4: This is an essential task of the manager. If the manager does not clarify this information, errors in judgment may be made.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 05. Examine barriers to communication and how to resolve them.

 

Question 12

Type: MCSA

Analyze these statements and choose the response that best reflects paraphrasing.

  1. “You are saying you didn’t sleep well last night because the unit was so noisy.”
  2. “Can you tell me why you didn’t sleep well last night?”
  3. “You should have told the night nurse you needed medication to help you sleep.”
  4. “Did you talk to your doctor about not sleeping last night?”

Correct Answer: 1

Rationale 1: Paraphrasing is restating what the patient said to clarify the comments.

Rationale 2: With this statement, the nurse is asking for information.

Rationale 3: This statement may be construed as defensive. It is not a restatement of what the patient told the nurse.

Rationale 4: This statement is asking for information.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 08. Assess your own communication style.

 

Question 13

Type: MCSA

Analyze these statements and choose the response that indicates reflection.

  1. “Did you receive your test results?”
  2. While the nurse is nodding, she says, “Um, I see.”
  3. “You seem very sad about your test results.”
  4. “Did you understand the instructions?”

Correct Answer: 3

Rationale 1: The focus of this question is the test results. The sender is seeking information.

Rationale 2: This statement only indicates that the nurse heard something the patient said, not that the nurse understood the patient’s meaning.

Rationale 3: Reflection focuses on the speaker’s feelings and the receiver of the message restates what the receiver thinks are the feelings expressed.

Rationale 4: The nurse is seeking clarification with this statement.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 08. Assess your own communication style.

 

Question 14

Type: MCSA

Evaluate these statements and choose the response that indicates summarization.

  1. “I thought you were supposed to go home today. What happened?”
  2. “What I think I’m hearing you say is that you are angry you have to wait one more day before you can go home.”
  3. “We have no beds available for any admissions.”
  4. “I don’t know the answer to your question, but I will check.”

Correct Answer: 2

Rationale 1: This statement increases stress and may elicit a defensive response. It is not an example of summarizing content and feelings.

Rationale 2: Summarization confirms the content and the feelings.

Rationale 3: This sentence is a simple statement of fact, not a summarization.

Rationale 4: This is not summarizing content or feelings. It is a method to gain trust with the patient.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 08. Assess your own communication style.

 

Question 15

Type: MCSA

The nurse is using effective communication by summarizing the other person’s position, reading body language and nonverbal messages, and demonstrating curiosity about the other person’s views. These features demonstrate which critical element of effective communication?

  1. Solving.
  2. Exploring.
  3. Talking.
  4. Listening.

Correct Answer: 4

Rationale 1: The nurse is not using decision making in this situation.

Rationale 2: Exploring is not the best answer to this question because the nurse is not attempting to understand the scope of a problem, but is learning about the other person’s ideas.

Rationale 3: The nurse is not explaining ideas, goals, or feelings.

Rationale 4: The elements given show that the nurse is working to understand the other person’s ideas. This is active listening.

Global Rationale:

 

Cognitive Level: Applying

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 06. Compare the four communication methods, including the most effective use of the method.

 

Question 16

Type: MCSA

The Institute for Medicine (IOM) includes communication in the core competency of providing patient-centered care. Which option reflects the IOM’s position on communication?

  1. Disclosure of patient information should be done only if the patient has a need to know.
  2. Information should always be provided in a written format.
  3. Communication should be done in a language the patient understands.
  4. Using medical terminology is the most accurate method of providing patient information.

Correct Answer: 3

Rationale 1: The IOM states that communication with patients should be done in a shared and fully open manner.

Rationale 2: The IOM states that communication should be offered in the patient’s preferred channel.

Rationale 3: The IOM states that health care providers should communicate accurately in a language that patients can understand.

Rationale 4: Many patients have difficulty understanding medical terminology, which violates the IOM’s message that communication should be in a language the patient understands.

Global Rationale:

 

Cognitive Level: Understanding

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Planning

Learning Outcome: LO 01. Describe the critical elements of communication.

 

Question 17

Type: MCSA

The hospital has established a nursing work team to develop a new system for delivering shift reports information. Which line of communication will be used for most of this team’s work?

  1. Upward.
  2. Downward.
  3. Lateral.
  4. Diagonal.

Correct Answer: 3

Rationale 1: There will likely be some upward communication as reports are made to superiors, but major line of communication that will be used.

Rationale 2: There will be downward communication as the team receives its charge, but major line of communication that will be used.

Rationale 3: While all four lines of communication will likely be used in this work, the majority will be between staff members that are in the same or similar hierarchical levels. This is the definition of lateral communication.

Rationale 4: There may be some diagonal communication if the team works with staff members that are from different hierarchical levels, but this will not be the major line of communication used.

Global Rationale:

 

Cognitive Level: Applying

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 02. Distinguish between the four lines of communication.

 

Question 18

Type: SEQ

Place the steps of the communication process in the order in which they generally occur.

Standard Text: Click and drag the options below to move them up or down.

Choice 1. Medium.

Choice 2. Encoding.

Choice 3. Feedback.

Choice 4. Decoding.

Correct Answer: 2,1,4,3

Rationale 1: The encoded message is then placed into a medium to be sent.

Rationale 2: The first step is encoding the message.

Rationale 3: Feedback is given to the sender after the receiver has decoded the message.

Rationale 4: The receiver of the message must decode the message after it is sent.

Global Rationale:

 

Cognitive Level: Understanding

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Planning

Learning Outcome: LO 03. Describe the communication process.

 

Question 19

Type: MCSA

The nurse says to the nursing assistant, “Please bathe this patient first today.” This message is delivered in the hallway as the nursing assistant is unloading breakfast trays for the unit. Which element of communication is most likely to result in miscommunication in this scenario?

  1. Sender.
  2. Message.
  3. Receiver.
  4. Context.

Correct Answer: 4

Rationale 1: There is nothing to indicate that the sender is inadequate in this scenario.

Rationale 2: The message is clear.

Rationale 3: There is nothing to indicate that the receiver is not competent to receive the message.

Rationale 4: The context or environment where this message is delivered is likely to cause miscommunication. There are many distractions occurring that could cause the receiver to misunderstand or mishear the message sent.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 03. Describe the communication process.

 

Question 20

Type: MCSA

The nurse manager smiles constantly during a staff meeting in which changes to the holiday work schedule are announced. What is the probable result of this presentation?

  1. The nurses will feel the manager is concerned about their interests.
  2. The nurses will think the manager likes the changes.
  3. The nurses will not be confident that the manager is being truthful.
  4. The nurses will appreciate the manager’s support.

Correct Answer: 3

Rationale 1: result of constant smiling during the delivery of bad news. The nurse manager’s demeanor should match the message to some extent.

Rationale 2: This is not necessarily the case.

Rationale 3: Constant smiling when it is not appropriate may make the nurses mistrust the manager.

Rationale 4: The nurse manager should convey this support by being supportive and understanding the issues, not by smiling while delivering the message.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Evaluation

Learning Outcome: LO 03. Describe the communication process.

 

Question 21

Type: MCSA

The nurses caring for a newly admitted patient need to discuss nursing care. Which location would maintain the confidentiality of this discussion?

  1. The nurse’s station.
  2. The hallway outside the patient’s room.
  3. The staff cafeteria.
  4. The room where nurses take report.
  5. The staff elevator.

Correct Answer: 4

Rationale 1: The nurse’s station can be a very busy and open areaRemember, confidentiality of a discussion cannot be assured.

Rationale 2: This area is not secure.

Rationale 3: Even though this area is used only by staff, it is not a place for a confidential discussion.

Rationale 4: Since this area is used to relay information about patients, it must be private and secure.

Rationale 5: This is also not a secure area.

Global Rationale:

 

Cognitive Level: Applying

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 04. Assess a team’s communication.

 

Question 22

Type: MCMA

During the nurse manager’s performance evaluation, the nurse executive shares that the staff believe the manager makes overly judgmental statements. Which strategies could the manager use to avoid this tendency?

Standard Text: Select all that apply.

  1. Be very direct in communication.
  2. Use active listening.
  3. Try to understand other people’s viewpoints.
  4. Stop and think before responding.
  5. Use open questioning.

Correct Answer: 2,3,4

Rationale 1: The manager could be direct in communication style and still jump to conclusions and make hasty judgments.

Rationale 2: If the manager uses active listening, the tendency to jump to conclusions will be lessened. The manager will be actively involved in the conversation and will be thinking about what is being said and how it is being said. This should slow down the manager’s tendency to immediate response.

Rationale 3: If the manager tries to understand other people’s viewpoints, the manager will think more about the conversation taking place. This should slow down the manager’s tendency to make rapid conclusions without getting all the needed information.

Rationale 4: This “stop and think” strategy will likely help the manager avoid jumping to conclusions.

Rationale 5: Open questioning is a good conversation technique, but is not a way to prevent making snap judgments.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 05. Examine barriers to communication and how to resolve them.

 

Question 23

Type: MCMA

The nurse executive is aware that the hospital’s nurse managers feel overwhelmed by e-mails, memos, and other communication through their day. What strategies could the nurse executive employ to reduce this feeling of overload?

Standard Text: Select all that apply.

  1. Include a time frame for response in all messages sent to the managers.
  2. Combine as many messages as possible into one long e-mail each day.
  3. Schedule face-to-face meetings with the managers rather than communicating electronically.
  4. Issue each nurse manager a cell phone for communication.
  5. Examine the need to send each e-mail before sending it.

Correct Answer: 1,5

Rationale 1: If the nurse managers have a time frame in which their response is required, they can do better planning. If there is no time frame, the managers may feel that each message must be answered immediately.

Rationale 2: Long, complex e-mails can be daunting in a busy environment. This strategy would lend itself to managers missing important information or requests “buried” in the e-mail with other, less important information.

Rationale 3: Face-to-face conversations are nice, but take time to arrange and to complete. Electronic communication is faster and generally more efficient. Communication can take place with multiple people at one time and there is record of what is said.

Rationale 4: This may not be too helpful since the nurse executive would have to call managers individually with information or set up conference calls when all managers are available.

Rationale 5: E-mail is a quick and convenient method for sending out information and can be used to excess. The nurse executive should be certain that there is valid reason for sending each message.

Global Rationale:

 

Cognitive Level: Analyzing

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Implementation

Learning Outcome: LO 05. Examine barriers to communication and how to resolve them.

 

Question 24

Type: MCSA

The administrative staff of a health care facility has adopted storytelling as a major communication style. Which management theory is associated most with this style?

  1. Hierarchial.
  2. Knowledge management.
  3. Traditional.
  4. Emotional intelligence.

Correct Answer: 2

Rationale 1: This is a traditional, top-down style of management. Communication is more likely to be downward and upward.

Rationale 2: Storytelling works well in this knowledge management style. The manager conveys information through the use of pertinent stories about using the information.

Rationale 3: This is a traditional, top-down style of management. Communication is more likely to be downward and upward.

Rationale 4: Storytelling might be used in this management style, but not to the extent it would be used in knowledge management style.

Global Rationale:

 

Cognitive Level: Understanding

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Planning

Learning Outcome: LO 06. Compare the four communication methods, including the most effective use of the method.

 

Question 25

Type: MCMA

Select the strategies that will make use of voice mail most effective.

Standard Text: Select all that apply.

  1. Speak quickly so that the entire message can be delivered before the machine stops recording.
  2. Repeat numbers and e-mail addresses given in the message.
  3. Be prepared to leave a message before the call is actually made.
  4. Suggest a time and method for return communication.
  5. Do not use voice mail for confidential information.

Correct Answer: 2,3,4,5

Rationale 1: The sender should speak slowly so that the message is clear. The message should be well designed so that it can be completed within the time limitations.

Rationale 2: It is difficult for the receiver to record numbers and e-mail addresses unless the sender speaks clearly and slowly and repeats the information. Many times this information is very familiar to the sender and is spoken faster than other parts of the message.

Rationale 3: The sender should consider that it might be necessary to leave a message and should know what important information should be clearly conveyed prior to making the call.

Rationale 4: The sender should indicate if no return call is necessary or a good time for a return call if indicated.

Rationale 5: Voice mail may not be confidential and may be overheard by or played by those other than the one for which the message is intended. This should be a strong consideration before leaving a voice mail with sensitive information.

Global Rationale:

 

Cognitive Level: Applying

Client Need: Safe Effective Care Environment

Client Need Sub:

Nursing/Integrated Concepts: Nursing Process: Planning

Learning Outcome: LO 06. Compare the four communication methods, including the most effective use of the method.

 

 

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