Chapter 19 USE questions with complete solutions.

What is the best combination that characterizes the communication process? A) Sender receiver message B) Receiver message sender C) Sender message receiver D) Message sender receiver Ans: C Feedback: The combination that best characterizes the communication process is sender message receiver. The other options would result in the likelihood of miscommunication. When does communication have the greatest likelihood of being accurately interpreted? A) More than one mode is used B) Face-to-face communication is used C) Written communication is used D) The sender repeats the message using the same mode Ans: A Feedback: Using various communication methods in combination increases the likelihood that everyone in the organization who needs to hear the message actually will hear it. The other options are single methods. 00:29 01:14 Which statement concerning nonverbal communication is true? A) It is consistent across cultures B) It is given more credence than verbal communication when the two are incongruent C) It should be minimized because it confuses the receiver regarding the true intent of the message D) It is a significant part of the communication exchange only when it is not congruent with the verbal exchange Ans: B Feedback: Because nonverbal communication indicates the emotional component of the message, it is generally considered more reliable than verbal communication. None of the remaining options present true statements regarding nonverbal communication. An RN is a team leader for a small module of patients. While listening to a tape- recorded report on Mr. Smith, one of your team members remarks, My mother lives near him and she says his wife is a terrible housekeeper. As the leader of the team, what will the RN do? A) Ask the informant to be quiet B) Include the information in report for the next shift C) Ask the team member what the purpose was in sharing the information D) Ignore the comment Ans: C Feedback: The role of the leader is to encourage communication that is appropriate and discourage communication that is inappropriate among staff. The other options fail to convey that responsibility. The hospital is facing low census and downsizing. However, the RNs have been assured that everyone on the unit will keep their jobs and downsizing will occur through normal attrition and voluntary absences without pay. Today, the evening charge nurse reported that last evening the staff was discussing various rumors about mass layoffs. What is the best approach to take? A) Tell an informal leader on the evening shift the truth and let the leader spread the news informally B) Hold a meeting for all staff members and tell them that the rumor is not true C) Ignore the rumor because it will soon pass D) Find out who started the rumor and correct the information Ans: B Feedback: Nurse-leaders should intervene appropriately when communication problems (in this case, rumors) arise. The remaining options fail to fulfill that responsibility as effectively as the correct option does Which statement describes assertive communication? A) It makes you respect yourself and allows you to get what you want B) Although it is unfeminine, it is a necessary communication skill for female managers C) It involves rights and responsibilities for all parties in the communication D) Assertive communication will never offend anyone Ans: C Feedback: Assertive communication allows people to express themselves in direct, honest, and appropriate ways that do not infringe on another's rights. The remaining statements do not correctly describe assertive communication. An RN is orienting a new graduate nurse to the unit and has found this individuals charting to be inadequate. What is the most appropriate statement to initiate a discussion with the new RN? A) Tell me in your own words what you intend your charting to convey. B) Your charting is non-descriptive. C) Do you think a refresher course in charting would help you? D) Are you having difficulty assessing your patient? Ans: A Feedback: Assertive communication is not rude or insensitive, nor is it passive aggressive. The RN overhears the nurses aide speaking in a harsh tone to Mrs. Smith, who has some early Alzheimer's memory loss. Which statement will the RN make to begin addressing this issue? A) You must remember to watch your tone of voice with patients. Someone might overhear. B) Do you think it would be a good idea to have an in-service on dealing with Alzheimer's patients? C) I am concerned about your conversation with Mrs. Smith. It seemed short and impatient. D) I have decided to reassign Mrs. Smith to another aide. Ans: C Feedback: Assertive communication effectively identifies and addresses an issue without being rude, insensitive, or passive aggressive. None of the remaining options actually identifies the communication problem. Which statement describes the informal communication referred to as the grapevine? A) Most personnel engaging in the unofficial exchange of information. B) Information exchange is initiated by subordinates and directed upward C) Information is conveyed unofficially by administration through department heads D) The exchange of information initiated by someone in a staff position to someone in a line position Ans: A Feedback: Informal communication through the grapevine occurs when most personnel are involved in the unofficial exchange of information. This process is not accurately described by any of the other options. What is important to remember about gender differences in communication? A) Men are more collaborative communicators B) It rarely impacts nursing care C) It affects the quality of organization communication D) Women are more competitive communicators Ans: C Feedback: Men are usually more competitive and less collaborative than women in their communication patterns, and differences often impact the quality of organization communication What location of the SBAR charting tool states the patients problem? A) Situation B) Background C) Assessment D) Recommendation Ans: C Feedback: Assessment is where the nurse states the patients problem. The problem is not documented in any of the other SBAR locations. What is the traditional form of communication in organizations that helps to coordinate activities in various levels of the hierarchy? A) Upward B) Downward C) Horizontal D) Diagonal Ans: B Feedback: In downward communication, the manager relays information to subordinates. This is a traditional form of communication in organizations and helps to coordinate activities in various levels of the hierarchy. The other forms are not as effective as the various levels of an organizations hierarchy.