Nursing Leadership &
Management NCLEX Practice
Quiz #2 (40 Questions)
Nurseslabs-Question-02-001
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 continues to work
independently.
C. Seek help from the Director of Nursing.
D. Quit her job and look for another employment.
Correct 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. Seek to understand the underlying emotions of
the employees in conflict. Employers can manage workplace conflict by
creating an organizational culture designed to preclude conflict as
much as possible and by dealing promptly and equitably with conflicts
that employees cannot resolve among themselves.
Option B: Do not ignore conflict, and do not avoid taking
steps to prevent it. Unresolved issues of interpersonal
tension and conflict can create emotional stress for
employees, politicize the workplace and divert attention
from the organization’s mission.
Option C: Before escalating the conflict to the Director of
Nursing, the unit manager should first try to de escalate the
problem. If a manager has mechanisms in place to resolve
conflict at its early stages, employees will generally see
, their employer as fair in their dealings with them and will
likely be more satisfied with their jobs.
Option D: If the manager does not act, conflicts will
escalate into larger problems, discrimination and
harassment complaints may increase, and the employer’s
reputation could be damaged. When employees mistrust
management or perceive the organization as acting
unfairly, turnover may increase. This can lead to recruiting
and training expenses for new hires and the costs
attributable to slippage of performance until new employees
become fully proficient in their jobs.
Nurseslabs-Question-02-002
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.
Correct 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. What conflicts do is that they
encourage debate and competition which is good for almost any
environment. Also, it improves team culture and allows people to learn
more.
Option A: The most obvious disadvantage of conflict is the
toll on emotions. When employees feel they are being
bullied, taken advantage of, or facing favoritism, they may
begin looking for another job or performing poorly. Conflicts
between departments can disrupt production, and result in
lost business or customers.
Option C: Unscheduled absences drive up employers’ costs
through benefits outlays, the use of replacement workers,
, higher stress levels among employees, and a decrease in
overall employee performance.
Option D: With more workplace conflicts, the team may
accomplish its goals in no time. This does sound surprising
to most of us but it is very true. Conflicts are a vital part of
work culture and they nourish the minds in several ways.
Nurseslabs-Question-02-003
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
Correct 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. Someone who uses a
strategy of “avoiding” mostly tries to ignore or sidestep the conflict,
hoping it will resolve itself or dissipate.
Option A: Smoothing is not a conflict resolution strategy.
One example is accommodating. Accommodating is a
strategy where one party gives in to the wishes or demands
of another. They’re being cooperative but not assertive.
This may appear to be a gracious way to give in when one
figures out s/he has been wrong about an argument.
Option B: The strategy of “compromising” involves finding
an acceptable resolution that will partly, but not entirely,
satisfy the concerns of all parties involved. The concept is
that everyone gives up a little bit of what they want, and no
one gets everything they want. The perception of the best
outcome when working by compromise is that which “splits
the difference.”
Option D: Restriction is not one of the strategies for
conflict resolution. Another example is competing.
Competing is used by people who go into a conflict planning
to win. They’re assertive and not cooperative. This method
, is characterized by the assumption that one side wins and
everyone else lose. It doesn’t allow room for diverse
perspectives into a well-informed total picture.
Nurseslabs-Question-02-004
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.
Correct 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 burnout. Knowing that someone is ready to help makes
the staff feel important; hence her self-worth is enhanced. Even though
the entire team may be experiencing burnout, have conversations on
an individual basis. Addressing the entire group can be intimidating
and make it difficult for members to open up.
Option A: Allowing them to have more flexible schedules
can be a huge help. This gives them the time and space to
address their personal needs, whether that’s serving as a
caregiver, going to doctor’s appointments, or whatever it is
they need to address.
Option B: Regardless of the reason, it’s important to speak
directly with the team members to understand the
burnout’s root cause. This will not only help identify how to
best help the team, but it’ll also demonstrate that the
manager has noticed they’re not being themselves and
want to help them overcome this obstacle.
Option C: It’s easy to approach an employee and assume
what the problem is. Try to avoid doing this. Create an open
space for team members to confirm what’s actually going
on, instead of steering the conversation in a certain
direction.
Nurseslabs-Question-02-005
Management NCLEX Practice
Quiz #2 (40 Questions)
Nurseslabs-Question-02-001
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 continues to work
independently.
C. Seek help from the Director of Nursing.
D. Quit her job and look for another employment.
Correct 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. Seek to understand the underlying emotions of
the employees in conflict. Employers can manage workplace conflict by
creating an organizational culture designed to preclude conflict as
much as possible and by dealing promptly and equitably with conflicts
that employees cannot resolve among themselves.
Option B: Do not ignore conflict, and do not avoid taking
steps to prevent it. Unresolved issues of interpersonal
tension and conflict can create emotional stress for
employees, politicize the workplace and divert attention
from the organization’s mission.
Option C: Before escalating the conflict to the Director of
Nursing, the unit manager should first try to de escalate the
problem. If a manager has mechanisms in place to resolve
conflict at its early stages, employees will generally see
, their employer as fair in their dealings with them and will
likely be more satisfied with their jobs.
Option D: If the manager does not act, conflicts will
escalate into larger problems, discrimination and
harassment complaints may increase, and the employer’s
reputation could be damaged. When employees mistrust
management or perceive the organization as acting
unfairly, turnover may increase. This can lead to recruiting
and training expenses for new hires and the costs
attributable to slippage of performance until new employees
become fully proficient in their jobs.
Nurseslabs-Question-02-002
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.
Correct 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. What conflicts do is that they
encourage debate and competition which is good for almost any
environment. Also, it improves team culture and allows people to learn
more.
Option A: The most obvious disadvantage of conflict is the
toll on emotions. When employees feel they are being
bullied, taken advantage of, or facing favoritism, they may
begin looking for another job or performing poorly. Conflicts
between departments can disrupt production, and result in
lost business or customers.
Option C: Unscheduled absences drive up employers’ costs
through benefits outlays, the use of replacement workers,
, higher stress levels among employees, and a decrease in
overall employee performance.
Option D: With more workplace conflicts, the team may
accomplish its goals in no time. This does sound surprising
to most of us but it is very true. Conflicts are a vital part of
work culture and they nourish the minds in several ways.
Nurseslabs-Question-02-003
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
Correct 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. Someone who uses a
strategy of “avoiding” mostly tries to ignore or sidestep the conflict,
hoping it will resolve itself or dissipate.
Option A: Smoothing is not a conflict resolution strategy.
One example is accommodating. Accommodating is a
strategy where one party gives in to the wishes or demands
of another. They’re being cooperative but not assertive.
This may appear to be a gracious way to give in when one
figures out s/he has been wrong about an argument.
Option B: The strategy of “compromising” involves finding
an acceptable resolution that will partly, but not entirely,
satisfy the concerns of all parties involved. The concept is
that everyone gives up a little bit of what they want, and no
one gets everything they want. The perception of the best
outcome when working by compromise is that which “splits
the difference.”
Option D: Restriction is not one of the strategies for
conflict resolution. Another example is competing.
Competing is used by people who go into a conflict planning
to win. They’re assertive and not cooperative. This method
, is characterized by the assumption that one side wins and
everyone else lose. It doesn’t allow room for diverse
perspectives into a well-informed total picture.
Nurseslabs-Question-02-004
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.
Correct 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 burnout. Knowing that someone is ready to help makes
the staff feel important; hence her self-worth is enhanced. Even though
the entire team may be experiencing burnout, have conversations on
an individual basis. Addressing the entire group can be intimidating
and make it difficult for members to open up.
Option A: Allowing them to have more flexible schedules
can be a huge help. This gives them the time and space to
address their personal needs, whether that’s serving as a
caregiver, going to doctor’s appointments, or whatever it is
they need to address.
Option B: Regardless of the reason, it’s important to speak
directly with the team members to understand the
burnout’s root cause. This will not only help identify how to
best help the team, but it’ll also demonstrate that the
manager has noticed they’re not being themselves and
want to help them overcome this obstacle.
Option C: It’s easy to approach an employee and assume
what the problem is. Try to avoid doing this. Create an open
space for team members to confirm what’s actually going
on, instead of steering the conversation in a certain
direction.
Nurseslabs-Question-02-005
