Nursing Leadership & Management – NCLEX Practice Quiz #2 – Study Guide &
Questions
Answer: A. Identify the source of the conflict and understand the points of friction
This involves a problem solving approach, which addresses the root cause of the problem. - ANS
✔✔Katherine is a young Unit Manager of the Pediatric Ward. Most of her staff nurses are senior
to her, very articulate, confident and sometimes aggressive. Katherine feels uncomfortable
believing that she is the scapegoat of everything that goes wrong in her department. Which of
the following is the best action that she must take?
A. Identify the source of the conflict and understand the points of friction
B. Disregard what she feels and continue to work independently
C. Seek help from the Director of Nursing
D. Quit her job and look for another employment.
Answer: B. Is not beneficial; hence it should be prevented at all times
Conflicts are beneficial because it surfaces out issues in the open and can be solved right away.
Likewise, members of the team become more conscientious with their work when they are
aware that other members of the team are watching them. - ANS ✔✔As a young manager, she
knows that conflict occurs in any organization. Which of the following statements regarding
conflict is NOT true?
A. Can be destructive if the level is too high
B. Is not beneficial; hence it should be prevented at all times
C. May result in poor performance
D. May create leaders
Answer: C. Avoidance
,This strategy shuns discussing the issue head-on and prefers to postpone it to a later time. In
effect the problem remains unsolved and both parties are in a lose-lose situation. - ANS
✔✔Katherine tells one of the staff, "I don't have time to discuss the matter with you now. See
me in my office later" when the latter asks if they can talk about an issue. Which of the
following conflict resolution strategies did she use?
A. Smoothing
B. Compromise
C. Avoidance
D. Restriction
Answer: D. Let the staff ventilate her feelings and ask how she can be of help.
Reaching out and helping the staff is the most effective strategy in dealing with burn out.
Knowing that someone is ready to help makes the staff feel important; hence her self-worth is
enhanced. - ANS ✔✔Kathleen knows that one of her staff is experiencing burnout. Which of the
following is the best thing for her to do?
A. Advise her staff to go on vacation.
B. Ignore her observations; it will be resolved even without intervention
C. Remind her to show loyalty to the institution.
D. Let the staff ventilate her feelings and ask how she can be of help.
Answer: D. Focusing activity on the correction of identified behavior.
Performance appraisal deal with both positive and negative performance; is not meant to be a
fault-finding activity - ANS ✔✔She knows that performance appraisal consists of all the
following activities EXCEPT:
A. Setting specific standards and activities for individual performance.
B. Using agency standards as a guide.
, C. Determine areas of strength and weaknesses
D. Focusing activity on the correction of identified behavior.
Answer: C. Patients are the best source of information regarding personnel appraisal.
The patient can be a source of information about the performance of the staff but it is never the
best source. Directly observing the staff is the best source of information for personnel
appraisal. - ANS ✔✔Which of the following statements is NOT true about performance
appraisal?
A. Informing the staff about the specific impressions of their work help improve their
performance.
B. A verbal appraisal is an acceptable substitute for a written report
C. Patients are the best source of information regarding personnel appraisal.
D. The outcome of performance appraisal rests primarily with the staff.
Answer: C. The evaluation is focused on objective data systematically.
Collecting objective data systematically can not be achieved in an informal appraisal. It is
focused on what actually happens in the natural work setting. - ANS ✔✔There are times when
Katherine evaluates her staff as she makes her daily rounds. Which of the following is NOT a
benefit of conducting an informal appraisal?
A. The staff member is observed in natural setting.
B. Incidental confrontation and collaboration is allowed.
C. The evaluation is focused on objective data systematically.
D. The evaluation may provide valid information for compilation of a formal report.
Answer: D. The session is private between the two members.
Questions
Answer: A. Identify the source of the conflict and understand the points of friction
This involves a problem solving approach, which addresses the root cause of the problem. - ANS
✔✔Katherine is a young Unit Manager of the Pediatric Ward. Most of her staff nurses are senior
to her, very articulate, confident and sometimes aggressive. Katherine feels uncomfortable
believing that she is the scapegoat of everything that goes wrong in her department. Which of
the following is the best action that she must take?
A. Identify the source of the conflict and understand the points of friction
B. Disregard what she feels and continue to work independently
C. Seek help from the Director of Nursing
D. Quit her job and look for another employment.
Answer: B. Is not beneficial; hence it should be prevented at all times
Conflicts are beneficial because it surfaces out issues in the open and can be solved right away.
Likewise, members of the team become more conscientious with their work when they are
aware that other members of the team are watching them. - ANS ✔✔As a young manager, she
knows that conflict occurs in any organization. Which of the following statements regarding
conflict is NOT true?
A. Can be destructive if the level is too high
B. Is not beneficial; hence it should be prevented at all times
C. May result in poor performance
D. May create leaders
Answer: C. Avoidance
,This strategy shuns discussing the issue head-on and prefers to postpone it to a later time. In
effect the problem remains unsolved and both parties are in a lose-lose situation. - ANS
✔✔Katherine tells one of the staff, "I don't have time to discuss the matter with you now. See
me in my office later" when the latter asks if they can talk about an issue. Which of the
following conflict resolution strategies did she use?
A. Smoothing
B. Compromise
C. Avoidance
D. Restriction
Answer: D. Let the staff ventilate her feelings and ask how she can be of help.
Reaching out and helping the staff is the most effective strategy in dealing with burn out.
Knowing that someone is ready to help makes the staff feel important; hence her self-worth is
enhanced. - ANS ✔✔Kathleen knows that one of her staff is experiencing burnout. Which of the
following is the best thing for her to do?
A. Advise her staff to go on vacation.
B. Ignore her observations; it will be resolved even without intervention
C. Remind her to show loyalty to the institution.
D. Let the staff ventilate her feelings and ask how she can be of help.
Answer: D. Focusing activity on the correction of identified behavior.
Performance appraisal deal with both positive and negative performance; is not meant to be a
fault-finding activity - ANS ✔✔She knows that performance appraisal consists of all the
following activities EXCEPT:
A. Setting specific standards and activities for individual performance.
B. Using agency standards as a guide.
, C. Determine areas of strength and weaknesses
D. Focusing activity on the correction of identified behavior.
Answer: C. Patients are the best source of information regarding personnel appraisal.
The patient can be a source of information about the performance of the staff but it is never the
best source. Directly observing the staff is the best source of information for personnel
appraisal. - ANS ✔✔Which of the following statements is NOT true about performance
appraisal?
A. Informing the staff about the specific impressions of their work help improve their
performance.
B. A verbal appraisal is an acceptable substitute for a written report
C. Patients are the best source of information regarding personnel appraisal.
D. The outcome of performance appraisal rests primarily with the staff.
Answer: C. The evaluation is focused on objective data systematically.
Collecting objective data systematically can not be achieved in an informal appraisal. It is
focused on what actually happens in the natural work setting. - ANS ✔✔There are times when
Katherine evaluates her staff as she makes her daily rounds. Which of the following is NOT a
benefit of conducting an informal appraisal?
A. The staff member is observed in natural setting.
B. Incidental confrontation and collaboration is allowed.
C. The evaluation is focused on objective data systematically.
D. The evaluation may provide valid information for compilation of a formal report.
Answer: D. The session is private between the two members.
