CHAPTER 19: ORGANIZATIONAL, INTERPERSONAL, AND GROUP COMMUNICATION

C HAPTER 19: O RGANIZATIONAL ,
I NTERPERSONAL , AND G ROUP
C OMMUNICATION

1. What is the best example of downward communication by a nurse -
manager?
a. The manager reports a nurse’s serious error to the chief nursing
officer.
b. The manager see ks advice from a colleague about how to deal with
an employee who is chronicall y late.
c. The manager contacts a client’s physician to confirm the client’s
scheduled transfer.
d. The manager reviews the results of a nurse’s performance appraisal
with the nurse.



ANS: D



Feedback:



In downward communication, the manager relays information to
subordinates. Reporting to the chief nursing officer would be upward
communication; communication with a fellow manager would be
horizontal. Communication with a physician w ould be diagonal.



PTS: 1 DIF: Moderate REF: Page: 499 OBJ: 8
NAT: Client Needs: Safe and Effective Care Environment:
Management of Care TOP: Chapter Number: 19: Title:

, Channels of Communication KEY: Integrated Process:
Communication and Documentation BLM: Cognitive Level:
Anal yze NOT: Multiple Choice



2. The nurse-manager is using the GRRRR model of listening when
interacting with a colleague who exhibits challenging behaviors. What is
the final action that the manager should implement when using this
model?
a. Confirm an action plan.
b. Request any necessary information from the colleague.
c. Thank the colleague for the collaborative conversation.
d. Reflect privatel y on the qualit y of the interaction.



ANS: C



Feedback:



The final phase of the GRRRR model of liste ning involves reward,
when both parties reward each other by recognizing and thanking each
other for a collaborative exchange. The model does not explicitl y
prescribe a time of reflection. Confirming an action plan and
requesting information take place in earlier phases of the model.



PTS: 1 DIF: Moderate REF: Page: 508 OBJ: 11
NAT: Client Needs: Safe and Effective Care Environment:
Management of Care TOP: Chapter Number: 19: Title: Table
19.4 GRRRR (Boynton, 2009) as a Listening Tool KEY:
Integrated Pro cess: Communication and Documentation
BLM: Cognitive Level: Appl y NOT: Multiple Choice

, 3. A nurse-manager is having a difficult conversation with a subordinate
whose performance has long been inadequate. The emotional component of
the manager’s message will be most clearly conveyed by:
a. the formalit y or informalit y of the words the manager chooses.
b. the pace and pitch of the manager’s speech.
c. facial expressions, body movements, and gestures.
d. the amount of time that the manager lets the employee speaks before
interrupting.



ANS: C



Feedback:



Nonverbal communication is considered more reliable because it
conveys the emotional part of the message. The other variables are not
as significant communicators of emotion.



PTS: 1 DIF: Easy REF: Page: 500 OBJ: 6 NAT:
Client Needs: Safe and Effective Care Environment: Management
of Care TOP: Chapter Number: 19: Title: Communication
Modes KEY: Integrated Process: Communication and
Documentation BLM: Cognitive Level: Understand NOT:
Multiple Choice



4. Feedback from a nur se-manager’s peers suggests that the manager’s face -
to-face communication is often ineffective. The manager should consider
what potential cause of this problem?
a. Incongruence between the manager’s verbal and nonverbal messages
b. Ineffective listening skills on the part of subordinates and
colleagues