LEADERSHIP AND MANAGEMENT EXAM 3
(SOLUTIONS) 2026 CERTIFICATION
EVALUATION EXAM QUESTIONS AND
ANSWERS MASTER FILE
◉ Perceives everything as being wonderful
fascinated by the newness of the experience
focused on mastery of skills, routines and integrations with staff.
Answer: The honeymoon phase
◉ How to help during honeymoon phase. Answer: harness the
student's enthusiasm for skills and routines
Be realistic but don't stifle the enthusiasm
Introduce the student to the staff, be inclusive
◉ Sets in when needs and goals are not met
Experiences outrage
Rejects schools and work values
Preoccupied with the past
Globally negative. Answer: The shock/crisis
,◉ How to help shock/crisis. Answer: Be a good listener
Have the student record his/her suggestions for improvement
Provide opportunities to vent
Assist the student to see more of the situation and view it more
objectively
◉ Sense of humor returns
Tension lessens
Effective and ineffective behaviors. Answer: The recovery
◉ How to help the recovery. Answer: Assist the students to see
positives
Talk about ways to improve the work environment
Verify and support critical thinking efforts
◉ Conflicts in values resolve in either constructive or destructive
ways- crisis doesn't last forever. Answer: The Resolution
◉ How to help the resolution phase. Answer: Assist the student with
constructive problem solving
Help the student with new, more helpful coping mechanisms
Acknowledge and manage conflicts that persist.
,◉ Never events that will not be reimbursed. Answer: • Hospital-
acquired infections
• Injuries from falls
• Wrong site surgery
• Mismatched blood transfusions
◉ Selected patients will complete a survey after discharge asking
him or her
to rate their experience while in the hospital.
• One of the core measures that will be used to calculate payout by
Medicare and Medicaid being so this is a big deal to healthcare
agencies. Answer: HCAHPS
• Hospital Consumer Assessment of Healthcare Providers and
Systems survey
◉ Core competencies for all health professionals that have been
incorporated into nursing education standards and nurse licensure
exams.. Answer: Quality and Safety Education in Nursing QSEN
◉ Nurses are held accountable for being competent in these six
areas. Answer: • Patient centered care
• Teamwork and collaboration
• Evidence-based practice
, • Quality improvement
• Safety
• Informatics
◉ Interventions for preventing workplace violence. Answer: -
Educate staff
◦ Develop and implement policies and processes for reporting and
then follow them!
◦ Encourage victims to report violence in the workplace
◦ Ensure security measures and enough staff is available
◉ ◦ first point of contact for someone when they contract an illness,
suffer an injury or experience
symptoms that are new to them. It is generally regarded as the
'gateway' to receiving more specialist care. Answer: Primary health
care services
◉ ◦ A patient who has been provided with primary care may be
referred to a secondary care professional -
a specialist with expertise on the patient's issue. These are
consultant-led services which include psychology, psychiatry and
orthopedics. usually (but not always) delivered in a hospital/clinic
with the initial referral being made by the primary care
professional.. Answer: Secondary health care services
(SOLUTIONS) 2026 CERTIFICATION
EVALUATION EXAM QUESTIONS AND
ANSWERS MASTER FILE
◉ Perceives everything as being wonderful
fascinated by the newness of the experience
focused on mastery of skills, routines and integrations with staff.
Answer: The honeymoon phase
◉ How to help during honeymoon phase. Answer: harness the
student's enthusiasm for skills and routines
Be realistic but don't stifle the enthusiasm
Introduce the student to the staff, be inclusive
◉ Sets in when needs and goals are not met
Experiences outrage
Rejects schools and work values
Preoccupied with the past
Globally negative. Answer: The shock/crisis
,◉ How to help shock/crisis. Answer: Be a good listener
Have the student record his/her suggestions for improvement
Provide opportunities to vent
Assist the student to see more of the situation and view it more
objectively
◉ Sense of humor returns
Tension lessens
Effective and ineffective behaviors. Answer: The recovery
◉ How to help the recovery. Answer: Assist the students to see
positives
Talk about ways to improve the work environment
Verify and support critical thinking efforts
◉ Conflicts in values resolve in either constructive or destructive
ways- crisis doesn't last forever. Answer: The Resolution
◉ How to help the resolution phase. Answer: Assist the student with
constructive problem solving
Help the student with new, more helpful coping mechanisms
Acknowledge and manage conflicts that persist.
,◉ Never events that will not be reimbursed. Answer: • Hospital-
acquired infections
• Injuries from falls
• Wrong site surgery
• Mismatched blood transfusions
◉ Selected patients will complete a survey after discharge asking
him or her
to rate their experience while in the hospital.
• One of the core measures that will be used to calculate payout by
Medicare and Medicaid being so this is a big deal to healthcare
agencies. Answer: HCAHPS
• Hospital Consumer Assessment of Healthcare Providers and
Systems survey
◉ Core competencies for all health professionals that have been
incorporated into nursing education standards and nurse licensure
exams.. Answer: Quality and Safety Education in Nursing QSEN
◉ Nurses are held accountable for being competent in these six
areas. Answer: • Patient centered care
• Teamwork and collaboration
• Evidence-based practice
, • Quality improvement
• Safety
• Informatics
◉ Interventions for preventing workplace violence. Answer: -
Educate staff
◦ Develop and implement policies and processes for reporting and
then follow them!
◦ Encourage victims to report violence in the workplace
◦ Ensure security measures and enough staff is available
◉ ◦ first point of contact for someone when they contract an illness,
suffer an injury or experience
symptoms that are new to them. It is generally regarded as the
'gateway' to receiving more specialist care. Answer: Primary health
care services
◉ ◦ A patient who has been provided with primary care may be
referred to a secondary care professional -
a specialist with expertise on the patient's issue. These are
consultant-led services which include psychology, psychiatry and
orthopedics. usually (but not always) delivered in a hospital/clinic
with the initial referral being made by the primary care
professional.. Answer: Secondary health care services
