CNML & NE-BC STUDY CARDS EXAM QUESTIONS AND
ANSWERS WITH COMPLETE SOLUTIONS VERIFIED.
What are the challenges of communication in the workplace?
The challenges of workplace communication are that people tend to look for differences rather than
similarities. People tend to judge others based on what they assume is their intent, and people tend to
avoid engaging in potentially tense interactions.
Why is communication in the workplace so important?
Good communication is important because 80% of patient errors are related to communication
breakdowns (Institute of Medicine, 2004). People often know there is a problem but do not know how to
communicate it to others who can resolve the situation.
What is disruptive innovation?
Disruptive innovation (Christensen, Bohmer, & Kenagy, 2000) is any action that disrupts an existing way
of doing something. The term can be used to describe a problem but do not know how to communicate
it to others who can resolve the situation.
How important are the words in communication.
Mehrabian (1981) suggested that in volatile situations people only hear 7% of the words that are being
said. The other 55% of communication is body language and 38% the tone.
Why is face-to-face communication important to certain types of communication?
,Studies have shown that body language (55%) and tone (38%) have a huge impact on communication in
volatile situations (Mehrabian, 1981). Based on that data, as a leader you should consider that your tone
and body language might have a great impact on your employees than what you actually say, word-wise.
Why are rumors and gossip dangerous?
Rumors and gossip are dangerous in organizations because of their effect on teamwork and morale.
Gossip is generally assumed to have some piece of factual basis, however in order to be believed the
parties must suspend disbelief and recognition of any contradictory information that exists in order to
perpetuate the story. Rumors and gossip can be harmful when they translate into inaccurate information
and innuendo, which can lower trust, morale, undermine productivity, discourage support for
institutional initiatives, and block good news.
Why do people engage in spreading rumors and gossip?
Rumors tend to increase when members of a group have limited control over events, where there is a
poor organizational climate, mistrust of formal communication, lines, uncertainty about change, and
high levels of competition (Michelson & Mouly, 2002). Rumors help the participants to reduce chaos and
uncertainty in their own mind by defining and explaining the situation. Rumor spreading may actually be
a manifestation of deeper feelings of guilt, ambivalence, and the desire for dominance and power over
others through the control of valuable information.
What are the best ways to reduce rumors and gossip?
The best ways to reduce rumors and gossip is to have a staff meeting with all the staff, discuss the issue,
then develop a task force to come up with some solutions including a no-tolerance policy for spreading
rumors and gossip. The leader should recognize the harmful effects of rumors and gossip; that is
, probably is a violation of the organization's rules of employee conduct, which may need to be addressed
with disciplinary action depending on the severity of the infraction.
How do highly effective people communicate?
Highly effective people (Covey, 1990) seek first to understand the other person, before they try to
explain their position on the issue.
Whats is the best way to address employee disputes, as a manager?
The best approach to employee disputes is to listen to both sides of the story, ask the employees to think
of an acceptable solution where they both could win (Covey, 1990). Then ask them for suggested
creative solutions where they both could be satisfied with the outcome.
What are the dynamics that impact on physician-nurse relationships?
Physician-nurse relationships are impacted by a variety of factors including: Gender differences, patterns
in the organizational culture of how people relate too each other, and perceptions of hierarchy such as
physicians should be in charge.
What are ways of increasing dialogue in crucial communication situations?
Crucial Conversations is a model for communication based upon the concept of increasing dialogue on a
team (Patterson, et al, 2002) Dialogue is increased by creating a safe environment for communication;
working toward mutual purpose and respect; and increasing the pool of shared meaning about the
situation.
What is the purpose of rounding for outcomes?
ANSWERS WITH COMPLETE SOLUTIONS VERIFIED.
What are the challenges of communication in the workplace?
The challenges of workplace communication are that people tend to look for differences rather than
similarities. People tend to judge others based on what they assume is their intent, and people tend to
avoid engaging in potentially tense interactions.
Why is communication in the workplace so important?
Good communication is important because 80% of patient errors are related to communication
breakdowns (Institute of Medicine, 2004). People often know there is a problem but do not know how to
communicate it to others who can resolve the situation.
What is disruptive innovation?
Disruptive innovation (Christensen, Bohmer, & Kenagy, 2000) is any action that disrupts an existing way
of doing something. The term can be used to describe a problem but do not know how to communicate
it to others who can resolve the situation.
How important are the words in communication.
Mehrabian (1981) suggested that in volatile situations people only hear 7% of the words that are being
said. The other 55% of communication is body language and 38% the tone.
Why is face-to-face communication important to certain types of communication?
,Studies have shown that body language (55%) and tone (38%) have a huge impact on communication in
volatile situations (Mehrabian, 1981). Based on that data, as a leader you should consider that your tone
and body language might have a great impact on your employees than what you actually say, word-wise.
Why are rumors and gossip dangerous?
Rumors and gossip are dangerous in organizations because of their effect on teamwork and morale.
Gossip is generally assumed to have some piece of factual basis, however in order to be believed the
parties must suspend disbelief and recognition of any contradictory information that exists in order to
perpetuate the story. Rumors and gossip can be harmful when they translate into inaccurate information
and innuendo, which can lower trust, morale, undermine productivity, discourage support for
institutional initiatives, and block good news.
Why do people engage in spreading rumors and gossip?
Rumors tend to increase when members of a group have limited control over events, where there is a
poor organizational climate, mistrust of formal communication, lines, uncertainty about change, and
high levels of competition (Michelson & Mouly, 2002). Rumors help the participants to reduce chaos and
uncertainty in their own mind by defining and explaining the situation. Rumor spreading may actually be
a manifestation of deeper feelings of guilt, ambivalence, and the desire for dominance and power over
others through the control of valuable information.
What are the best ways to reduce rumors and gossip?
The best ways to reduce rumors and gossip is to have a staff meeting with all the staff, discuss the issue,
then develop a task force to come up with some solutions including a no-tolerance policy for spreading
rumors and gossip. The leader should recognize the harmful effects of rumors and gossip; that is
, probably is a violation of the organization's rules of employee conduct, which may need to be addressed
with disciplinary action depending on the severity of the infraction.
How do highly effective people communicate?
Highly effective people (Covey, 1990) seek first to understand the other person, before they try to
explain their position on the issue.
Whats is the best way to address employee disputes, as a manager?
The best approach to employee disputes is to listen to both sides of the story, ask the employees to think
of an acceptable solution where they both could win (Covey, 1990). Then ask them for suggested
creative solutions where they both could be satisfied with the outcome.
What are the dynamics that impact on physician-nurse relationships?
Physician-nurse relationships are impacted by a variety of factors including: Gender differences, patterns
in the organizational culture of how people relate too each other, and perceptions of hierarchy such as
physicians should be in charge.
What are ways of increasing dialogue in crucial communication situations?
Crucial Conversations is a model for communication based upon the concept of increasing dialogue on a
team (Patterson, et al, 2002) Dialogue is increased by creating a safe environment for communication;
working toward mutual purpose and respect; and increasing the pool of shared meaning about the
situation.
What is the purpose of rounding for outcomes?
