LeadinghandhManaginghinhNursingh6thhEditionhYoder-WisehTesthBank
Chapter 01: Leading, Managing, and Following
h h h h h
Yoder-Wise: Leading and Managing in Nursing, 6th Edition
h h h h h h h
MULTIPLEhCHOICE
1. Ahnursehmanagerhofhah20-
bedhmedicalhunithfindshthath80%hofhthehpatientshareholderhadults.hShehishaskedhtohassesshandhadaptht
hehunithtohbetterhmeeththehuniquehneedshofhtheholderhadulthpatient.hUsinghcomplexityhprinciples,hw
hathwouldhbehthehbesthapproachhtohtakehinhmakinghthishchange?
a. Leveragehthehhierarchicalhmanagementhpositionhtohgethunithstaffhinvolvedhinhassessmenthandh
planning.
b. Engagehinvolvedhstaffhathallhlevelshinhthehdecision-makinghprocess.
c. Focushthehassessmenthonhthehunit,handhomiththehhospitalhandhcommunityhenvironment.
d. Hirehahgeriatrichspecialisthtohoverseehandhcontrolhthehproject.
ANS:hB
Complexityhtheoryhsuggestshthathsystemshinteracthandhadapthandhthathdecisionhmakinghoccursht
hroughouththehsystems,hashopposedhtohbeinghheldhinhahhierarchy.hInhcomplexityhtheory,heveryhv
oicehcounts,handhtherefore,hallhlevelshofhstaffhwouldhbehinvolvedhinhdecisionhmaking.
REF:hPageh8 TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
2. Ahunithmanagerhofhah25-
bedhmedical/surgicalhareahreceiveshahphonehcallhfromhahnursehwhohhashcalledhinhsickhfivehtimeshinhth
ehpasthmonth.hHehtellshthehmanagerhthathhehveryhmuchhwantshtohcomehtohworkhwhenhscheduledhbuth
musthoftenhcarehforhhishwife,hwhohishundergoinghtreatment
forhbreasthcancer.hAccordinghtohMaslow’shneedhhierarchyhtheory,hwhathwouldhbehthehbesthapproachhtohsatis
fyinghthehneedshofhthishnurse,hotherhstaff,handhpatients?
a. Linehuphagencyhnurseshwhohcanhbehcalledhinhtohworkhonhshorthnotice.
b. Placehthehnursehonhunpaidhleavehforhthehremainderhofhhishwife’shtreatment.
c. Sympathizehwithhthehnurse’shdilemmahandhleththehchargehnursehknowhthaththishnursehmayhbehc
allinghinhfrequentlyhinhthehfuture.
d. Workhwithhthehnurse,hstaffinghoffice,handhotherhnurseshtoharrangehhishscheduledhdayshoffha
roundhhishwife’shtreatments.
ANS:hD
Placinghthehnursehonhunpaidhleavehmayhthreatenhthehnurse’shcapacityhtohmeethphysiologichneedsha
ndhdemotivatehthehnurse.hUnsatisfactoryhcoveragehofhshiftshonhshorthnoticehcouldhaffecth patienth
carehandhthreatenhthehneedshofhstaffhtohfeelhcompetent.hArranginghthehscheduleharoundhthehwife’s
hneedshmeetshthehneedshofhthehstaffhandhofhpatientshwhilehsatisfyinghthehnurse’shneedhforhaffiliatio
n.
NURSINGTB.COM
, LeadinghandhManaginghinhNursingh6thhEditionhYoder-WisehTesthBank
REF:hPageh10 TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
3. Ahgrievancehbroughthbyhahstaffhnursehagainsththehunithmanagerhrequireshmediation.hAththehfirsthme
diationhsession,hthehstaffhnursehrepeatedlyhcallshthehunithmanager’shactionshunfair,handhthehunithman
agerhcontinueshtohreiteratehthehreasonshforhherhactions.hWhathwouldhbehthehbesthcoursehofhactionhath
thishtime?
a. Sendhthehtwohdisputantshawayhtohreachhtheirhownhresolution.
b. Involvehanotherhstaffhnursehinhthehdiscussionhsohashtohclarifyhissues.
c. Askheachhpartyhtohexaminehherhownhmotiveshandhissueshinhthehconflict.
d. Continuehtohlistenhashthehpartieshrepeaththeirhthoughtshandhfeelingshabouththehconflict.
ANS:hC
Ury,hBrett,handhGoldberghoutlinehstepshtohrestoringhunity,hthehfirsthofhwhichhishtohaddresshthehinter
estshandhinvolvementhofhparticipantshinhthehconflicthbyhexamininghthehrealhissueshofhallhparties.
REF:hPageh16 TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
4. Athahsecondhnegotiationhsession,hthehunithmanagerhandhstaffhnurseharehunablehtohreachhahresolution.hIt
h wouldhnowhbehbesthto:
a. Arrangehanotherhmeetinghinhahweek’shtimehsohashtohallowhahcooling-offhperiod.
b. Turnhthehdisputehoverhtohthehdirectorhofhnursing.
c. Insisththathparticipantshcontinuehtohtalkhuntilhahresolutionhhashbeenhreached.
d. Backhthehunithmanager’shactionshandhendhthehdispute.
ANS:hB
AccordinghtohthehprincipleshoutlinedhbyhUry,hBrett,handhGoldberg,hah“cooling-
off”hperiodhishrecommendedhifhresolutionhfails.
REF:hPageh16 TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
5. ThehmanagerhofhahsurgicalhareahhashahvisionhforhthehfuturehthathrequireshthehadditionhofhRNhassis
tantshorhunlicensedhpersonshtohfeed,hbathe,handhwalkhpatients.hThehRNshonhthehstaffhhavehalways
hpracticedhinhahprimaryhnursing–
deliveryhsystemhandharehveryhresistanthtohthishidea.hThehbesthinitialhstrategyhinhthishsituationhwou
ldhinclude:
a. ExploringhthehvalueshandhfeelingshofhthehRNhgrouphinhrelationshiphtohthishchange.
b. LeavinghthehRNshalonehforhahtimehsohtheyhcanhthinkhabouththehchangehbeforehithishi
mplemented.
c. DroppinghthehideahandhtryinghforhthehchangehinhahyearhorhsohwhenhsomehofhthehpresenthRNshh
avehretired.
d. HiringhthehassistantshandhallowinghthehRNshtohseehwhathgoodhadditionshtheyhare.
NURSINGTB.COM
, LeadinghandhManaginghinhNursingh6thhEditionhYoder-WisehTesthBank
ANS:hA
Influencinghothershrequireshemotionalhintelligencehinhdomainshsuchhashempathy,hhandlinghrelati
onships,hdeepeninghself-
awarenesshinhselfhandhothers,hmotivatinghothers,handhmanaginghemotions.hMotivatinghothershrec
ognizeshthathvaluesharehpowerfulhforceshthathinfluencehacceptancehofhchange.hLeavinghthehRNsha
lonehforhahperiodhofhtimehbeforehimplementationhdoeshnothprovidehopportunityhtohexplorehdiffere
nthperspectiveshandhvalues.hAvoidinghdiscussionhuntilhthehteamhchangeshmayhnothpromotehadopti
onhofhthehchangehuntilhtherehishopportunityhtohexplorehperspectiveshandhvalueshrelatedhtohthehcha
nge.hHiringhofhthehassistantshdemonstrateshlackhofhempathyhforhthehperspectiveshofhthehRNhstaff.
REF:hPageh7h|hPageh15
TOP:hAONEhcompetency:hKnowledgehofhthehHealthhCarehEnvironment
6. AshthehRNhchargehnursehonhthehnighthshifthinhahsmallhlong-
termhcarehfacility,hyou’vehfoundhthaththerehishlittlehturnoverhamonghyourhLPNhandhnursinghassista
nth(NA)hstaffhmembers,hbuththeyharehnothveryhmotivatedhtohgohbeyondhtheirhjobhdescriptionshinhth
eirhwork.hWhichhofhthehfollowinghstrategieshmighthmotivatehthehstaffhandhleadhtohgreaterhjobhsatis
faction?
a. AskhthehdirectorhofhnursinghtohofferhhigherhwageshandhbonuseshforhextrahworkhforhthehnighthL
PNshandhNAs.
b. AllowhthehLPNshandhNAshgreaterhdecision-
makinghpowerhwithinhthehscopehofhtheirhpositionshinhthehinstitution.
c. Hirehadditionalhstaffhsohthaththereharehmorehstaffhavailablehforhenhancedhcarehandhindividualh
workloadsharehlessened.
d. Askhthehdirectorhofhnursinghtohincreasehjobhsecurityhforhnighthstaffhbyhhavinghthemhsignhc
ontractshthathguaranteehwork.
ANS:hB
Hygienehfactorshsuchhashsalary,hworkinghconditions,handhsecurityharehconsistenthwithhHerzberg’s
htwo-
factorhtheoryhofhmotivation;hmeetinghthesehneedshavoidshjobhdissatisfaction.hMotivatorhfactorshsu
chhashrecognitionhandhsatisfactionhwithhworkhpromotehahsatisfyinghandhenrichedhworkhenvironme
nt.hTransformationalhleadershusehmotivatorhfactorshliberallyhtohinspirehworkhperformancehandhinc
reasehjobhsatisfaction.
REF:hPageh9h|hPageh10
TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
7. Ashthehnursehmanagerhwhohwantshtohincreasehmotivationhbyhprovidinghmotivatinghfactors,hwhichha
ctionhwouldhyouhselect?
a. Collaboratehwithhthehhumanhresource/personnelhdepartmenthtohdevelophon-
sitehdaycarehservices.
b. Providehahhierarchicalhorganizationalhstructure.
c. Implementhahmodelhofhsharedhgovernance.
d. Promotehthehdevelopmenthofhahflexiblehbenefitshpackage.
NURSINGTB.COM
, LeadinghandhManaginghinhNursingh6thhEditionhYoder-WisehTesthBank
ANS:hC
Complexityhtheoryhsuggestshthathsystemshinteracthandhadapthandhthathdecisionhmakinghoccursht
hroughouthsystems,hashopposedhtohbeinghheldhinhahhierarchy.hInhcomplexityhtheory,heveryhvoic
ehcounts,handhthereforehallhlevelshofhstaffhwouldhbehinvolvedhinhdecisionhmaking.hThishprincipl
ehishthehfoundationhofhsharedhgovernance.
REF:hPagesh8-11 TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
8. Ahchargehnursehonhahbusyh40-
bedhmedical/surgicalhunithishapproachedhbyhahfamilyhmemberhwhohbeginshtohcomplainhloudlyhabou
ththehqualityhofhcarehhishmotherhishreceiving.hHishbehaviorhishsohdisruptivehthathithishoverheardhbyhst
aff,hphysicians,handhotherhvisitors.hThehfamilyhmemberhrejectshanyhattempthtohintervenehtherapeuti
callyhtohresolvehthehissue.hHehleaveshthehunithabruptly,handhthehnursehishlefthfeelinghfrustrated.hWhic
hhbehaviorhbyhthehchargehnursehbesthillustrateshrefinedhleadershiphskillshinhanhemotionallyhintellige
nthpractitioner?
a. Reflecthtohgainhinsighthintohhowhthehsituationhcouldhbehhandledhdifferentlyhinhthehfuture.
b. Tryhtohcatchhuphwithhthehangryhfamilyhmemberhtohresolvehthehconcern.
c. Discusshthehconcernhwithhthehpatienthafterhthehfamilyhmemberhhashleft.
d. Notifyhnursinghadministrationhofhthehsituation.
ANS:hA
Golemanhsuggestshthathemotionalhintelligencehinvolveshinsighthandhbeinghablehtohstephoutsideh
ofhthehsituationhtohenvisionhthehcontexthofhwhathishhappeninghashwellhashbeinghablehtohmanagehe
motionshsuchhashfrustrationheffectively.
REF:hPageh7h|hPageh8 TOP:hAONEhcompetency:hLeadership
9. Thehchiefhnursinghofficerhhashaskedhthehstaffhdevelopmenthcoordinatorhtohfacilitatehthehdevelo
pmenthofhahclinicalhcompetencyhprogramhforhthehfacility.hWhilehmakinghroundshonhthehunits,hth
ehstaffhdevelopmenthcoordinatorhoverhearshRNhstaffhcomplaininghthaththeyhfeelhithishinsultinght
ohbehrequiredhtohparticipatehinhahcompetencyhprogram.hWhichhbehaviorhbyhthehstaffhdevelopme
nthcoordinatorhishmosthappropriatehinhthishsituation?
a. Disregardhstaffhconcernshandhcontinuehwithhdevelopmenthofhthehprogram.
b. InformhthehnurseshthaththishprogramhishahrequirementhforhJCAHOhaccreditation.
c. Schedulehahmeetinghwithhthehchiefhnursehexecutivehtohapprisehherhofhthehsituation.
d. Facilitatehahmeetinghsohnurseshcanharticulatehtheirhvalueshandhconcernshabouthahcompetencyhp
rogram.
ANS:hD
Thehmanagerhrolehinvolveshguidinghothershthroughhahsethofhderivedhpracticeshthatharehevidence-
hbasedhandhknownhtohsatisfyhpreestablishedhoutcomeshsuchhashparticipationhinhahcompetencyhprogra
m.hThishinvolveshengagementhofhstaffhthroughhsharinghofhconcernshandhideas.hAhclosehanalysishofhth
ehIOMhreporthandhthehsummaryhofhthehPPACAhsuggestshthathnohhealthhreformhcanhunfoldhwithouthac
tivehnursinghengagement.hEachhdocumenthemphasizeshthathnurseshmusthlead,
NURSINGTB.COM
Chapter 01: Leading, Managing, and Following
h h h h h
Yoder-Wise: Leading and Managing in Nursing, 6th Edition
h h h h h h h
MULTIPLEhCHOICE
1. Ahnursehmanagerhofhah20-
bedhmedicalhunithfindshthath80%hofhthehpatientshareholderhadults.hShehishaskedhtohassesshandhadaptht
hehunithtohbetterhmeeththehuniquehneedshofhtheholderhadulthpatient.hUsinghcomplexityhprinciples,hw
hathwouldhbehthehbesthapproachhtohtakehinhmakinghthishchange?
a. Leveragehthehhierarchicalhmanagementhpositionhtohgethunithstaffhinvolvedhinhassessmenthandh
planning.
b. Engagehinvolvedhstaffhathallhlevelshinhthehdecision-makinghprocess.
c. Focushthehassessmenthonhthehunit,handhomiththehhospitalhandhcommunityhenvironment.
d. Hirehahgeriatrichspecialisthtohoverseehandhcontrolhthehproject.
ANS:hB
Complexityhtheoryhsuggestshthathsystemshinteracthandhadapthandhthathdecisionhmakinghoccursht
hroughouththehsystems,hashopposedhtohbeinghheldhinhahhierarchy.hInhcomplexityhtheory,heveryhv
oicehcounts,handhtherefore,hallhlevelshofhstaffhwouldhbehinvolvedhinhdecisionhmaking.
REF:hPageh8 TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
2. Ahunithmanagerhofhah25-
bedhmedical/surgicalhareahreceiveshahphonehcallhfromhahnursehwhohhashcalledhinhsickhfivehtimeshinhth
ehpasthmonth.hHehtellshthehmanagerhthathhehveryhmuchhwantshtohcomehtohworkhwhenhscheduledhbuth
musthoftenhcarehforhhishwife,hwhohishundergoinghtreatment
forhbreasthcancer.hAccordinghtohMaslow’shneedhhierarchyhtheory,hwhathwouldhbehthehbesthapproachhtohsatis
fyinghthehneedshofhthishnurse,hotherhstaff,handhpatients?
a. Linehuphagencyhnurseshwhohcanhbehcalledhinhtohworkhonhshorthnotice.
b. Placehthehnursehonhunpaidhleavehforhthehremainderhofhhishwife’shtreatment.
c. Sympathizehwithhthehnurse’shdilemmahandhleththehchargehnursehknowhthaththishnursehmayhbehc
allinghinhfrequentlyhinhthehfuture.
d. Workhwithhthehnurse,hstaffinghoffice,handhotherhnurseshtoharrangehhishscheduledhdayshoffha
roundhhishwife’shtreatments.
ANS:hD
Placinghthehnursehonhunpaidhleavehmayhthreatenhthehnurse’shcapacityhtohmeethphysiologichneedsha
ndhdemotivatehthehnurse.hUnsatisfactoryhcoveragehofhshiftshonhshorthnoticehcouldhaffecth patienth
carehandhthreatenhthehneedshofhstaffhtohfeelhcompetent.hArranginghthehscheduleharoundhthehwife’s
hneedshmeetshthehneedshofhthehstaffhandhofhpatientshwhilehsatisfyinghthehnurse’shneedhforhaffiliatio
n.
NURSINGTB.COM
, LeadinghandhManaginghinhNursingh6thhEditionhYoder-WisehTesthBank
REF:hPageh10 TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
3. Ahgrievancehbroughthbyhahstaffhnursehagainsththehunithmanagerhrequireshmediation.hAththehfirsthme
diationhsession,hthehstaffhnursehrepeatedlyhcallshthehunithmanager’shactionshunfair,handhthehunithman
agerhcontinueshtohreiteratehthehreasonshforhherhactions.hWhathwouldhbehthehbesthcoursehofhactionhath
thishtime?
a. Sendhthehtwohdisputantshawayhtohreachhtheirhownhresolution.
b. Involvehanotherhstaffhnursehinhthehdiscussionhsohashtohclarifyhissues.
c. Askheachhpartyhtohexaminehherhownhmotiveshandhissueshinhthehconflict.
d. Continuehtohlistenhashthehpartieshrepeaththeirhthoughtshandhfeelingshabouththehconflict.
ANS:hC
Ury,hBrett,handhGoldberghoutlinehstepshtohrestoringhunity,hthehfirsthofhwhichhishtohaddresshthehinter
estshandhinvolvementhofhparticipantshinhthehconflicthbyhexamininghthehrealhissueshofhallhparties.
REF:hPageh16 TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
4. Athahsecondhnegotiationhsession,hthehunithmanagerhandhstaffhnurseharehunablehtohreachhahresolution.hIt
h wouldhnowhbehbesthto:
a. Arrangehanotherhmeetinghinhahweek’shtimehsohashtohallowhahcooling-offhperiod.
b. Turnhthehdisputehoverhtohthehdirectorhofhnursing.
c. Insisththathparticipantshcontinuehtohtalkhuntilhahresolutionhhashbeenhreached.
d. Backhthehunithmanager’shactionshandhendhthehdispute.
ANS:hB
AccordinghtohthehprincipleshoutlinedhbyhUry,hBrett,handhGoldberg,hah“cooling-
off”hperiodhishrecommendedhifhresolutionhfails.
REF:hPageh16 TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
5. ThehmanagerhofhahsurgicalhareahhashahvisionhforhthehfuturehthathrequireshthehadditionhofhRNhassis
tantshorhunlicensedhpersonshtohfeed,hbathe,handhwalkhpatients.hThehRNshonhthehstaffhhavehalways
hpracticedhinhahprimaryhnursing–
deliveryhsystemhandharehveryhresistanthtohthishidea.hThehbesthinitialhstrategyhinhthishsituationhwou
ldhinclude:
a. ExploringhthehvalueshandhfeelingshofhthehRNhgrouphinhrelationshiphtohthishchange.
b. LeavinghthehRNshalonehforhahtimehsohtheyhcanhthinkhabouththehchangehbeforehithishi
mplemented.
c. DroppinghthehideahandhtryinghforhthehchangehinhahyearhorhsohwhenhsomehofhthehpresenthRNshh
avehretired.
d. HiringhthehassistantshandhallowinghthehRNshtohseehwhathgoodhadditionshtheyhare.
NURSINGTB.COM
, LeadinghandhManaginghinhNursingh6thhEditionhYoder-WisehTesthBank
ANS:hA
Influencinghothershrequireshemotionalhintelligencehinhdomainshsuchhashempathy,hhandlinghrelati
onships,hdeepeninghself-
awarenesshinhselfhandhothers,hmotivatinghothers,handhmanaginghemotions.hMotivatinghothershrec
ognizeshthathvaluesharehpowerfulhforceshthathinfluencehacceptancehofhchange.hLeavinghthehRNsha
lonehforhahperiodhofhtimehbeforehimplementationhdoeshnothprovidehopportunityhtohexplorehdiffere
nthperspectiveshandhvalues.hAvoidinghdiscussionhuntilhthehteamhchangeshmayhnothpromotehadopti
onhofhthehchangehuntilhtherehishopportunityhtohexplorehperspectiveshandhvalueshrelatedhtohthehcha
nge.hHiringhofhthehassistantshdemonstrateshlackhofhempathyhforhthehperspectiveshofhthehRNhstaff.
REF:hPageh7h|hPageh15
TOP:hAONEhcompetency:hKnowledgehofhthehHealthhCarehEnvironment
6. AshthehRNhchargehnursehonhthehnighthshifthinhahsmallhlong-
termhcarehfacility,hyou’vehfoundhthaththerehishlittlehturnoverhamonghyourhLPNhandhnursinghassista
nth(NA)hstaffhmembers,hbuththeyharehnothveryhmotivatedhtohgohbeyondhtheirhjobhdescriptionshinhth
eirhwork.hWhichhofhthehfollowinghstrategieshmighthmotivatehthehstaffhandhleadhtohgreaterhjobhsatis
faction?
a. AskhthehdirectorhofhnursinghtohofferhhigherhwageshandhbonuseshforhextrahworkhforhthehnighthL
PNshandhNAs.
b. AllowhthehLPNshandhNAshgreaterhdecision-
makinghpowerhwithinhthehscopehofhtheirhpositionshinhthehinstitution.
c. Hirehadditionalhstaffhsohthaththereharehmorehstaffhavailablehforhenhancedhcarehandhindividualh
workloadsharehlessened.
d. Askhthehdirectorhofhnursinghtohincreasehjobhsecurityhforhnighthstaffhbyhhavinghthemhsignhc
ontractshthathguaranteehwork.
ANS:hB
Hygienehfactorshsuchhashsalary,hworkinghconditions,handhsecurityharehconsistenthwithhHerzberg’s
htwo-
factorhtheoryhofhmotivation;hmeetinghthesehneedshavoidshjobhdissatisfaction.hMotivatorhfactorshsu
chhashrecognitionhandhsatisfactionhwithhworkhpromotehahsatisfyinghandhenrichedhworkhenvironme
nt.hTransformationalhleadershusehmotivatorhfactorshliberallyhtohinspirehworkhperformancehandhinc
reasehjobhsatisfaction.
REF:hPageh9h|hPageh10
TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
7. Ashthehnursehmanagerhwhohwantshtohincreasehmotivationhbyhprovidinghmotivatinghfactors,hwhichha
ctionhwouldhyouhselect?
a. Collaboratehwithhthehhumanhresource/personnelhdepartmenthtohdevelophon-
sitehdaycarehservices.
b. Providehahhierarchicalhorganizationalhstructure.
c. Implementhahmodelhofhsharedhgovernance.
d. Promotehthehdevelopmenthofhahflexiblehbenefitshpackage.
NURSINGTB.COM
, LeadinghandhManaginghinhNursingh6thhEditionhYoder-WisehTesthBank
ANS:hC
Complexityhtheoryhsuggestshthathsystemshinteracthandhadapthandhthathdecisionhmakinghoccursht
hroughouthsystems,hashopposedhtohbeinghheldhinhahhierarchy.hInhcomplexityhtheory,heveryhvoic
ehcounts,handhthereforehallhlevelshofhstaffhwouldhbehinvolvedhinhdecisionhmaking.hThishprincipl
ehishthehfoundationhofhsharedhgovernance.
REF:hPagesh8-11 TOP:hAONEhcompetency:hCommunicationhandhRelationship-Building
8. Ahchargehnursehonhahbusyh40-
bedhmedical/surgicalhunithishapproachedhbyhahfamilyhmemberhwhohbeginshtohcomplainhloudlyhabou
ththehqualityhofhcarehhishmotherhishreceiving.hHishbehaviorhishsohdisruptivehthathithishoverheardhbyhst
aff,hphysicians,handhotherhvisitors.hThehfamilyhmemberhrejectshanyhattempthtohintervenehtherapeuti
callyhtohresolvehthehissue.hHehleaveshthehunithabruptly,handhthehnursehishlefthfeelinghfrustrated.hWhic
hhbehaviorhbyhthehchargehnursehbesthillustrateshrefinedhleadershiphskillshinhanhemotionallyhintellige
nthpractitioner?
a. Reflecthtohgainhinsighthintohhowhthehsituationhcouldhbehhandledhdifferentlyhinhthehfuture.
b. Tryhtohcatchhuphwithhthehangryhfamilyhmemberhtohresolvehthehconcern.
c. Discusshthehconcernhwithhthehpatienthafterhthehfamilyhmemberhhashleft.
d. Notifyhnursinghadministrationhofhthehsituation.
ANS:hA
Golemanhsuggestshthathemotionalhintelligencehinvolveshinsighthandhbeinghablehtohstephoutsideh
ofhthehsituationhtohenvisionhthehcontexthofhwhathishhappeninghashwellhashbeinghablehtohmanagehe
motionshsuchhashfrustrationheffectively.
REF:hPageh7h|hPageh8 TOP:hAONEhcompetency:hLeadership
9. Thehchiefhnursinghofficerhhashaskedhthehstaffhdevelopmenthcoordinatorhtohfacilitatehthehdevelo
pmenthofhahclinicalhcompetencyhprogramhforhthehfacility.hWhilehmakinghroundshonhthehunits,hth
ehstaffhdevelopmenthcoordinatorhoverhearshRNhstaffhcomplaininghthaththeyhfeelhithishinsultinght
ohbehrequiredhtohparticipatehinhahcompetencyhprogram.hWhichhbehaviorhbyhthehstaffhdevelopme
nthcoordinatorhishmosthappropriatehinhthishsituation?
a. Disregardhstaffhconcernshandhcontinuehwithhdevelopmenthofhthehprogram.
b. InformhthehnurseshthaththishprogramhishahrequirementhforhJCAHOhaccreditation.
c. Schedulehahmeetinghwithhthehchiefhnursehexecutivehtohapprisehherhofhthehsituation.
d. Facilitatehahmeetinghsohnurseshcanharticulatehtheirhvalueshandhconcernshabouthahcompetencyhp
rogram.
ANS:hD
Thehmanagerhrolehinvolveshguidinghothershthroughhahsethofhderivedhpracticeshthatharehevidence-
hbasedhandhknownhtohsatisfyhpreestablishedhoutcomeshsuchhashparticipationhinhahcompetencyhprogra
m.hThishinvolveshengagementhofhstaffhthroughhsharinghofhconcernshandhideas.hAhclosehanalysishofhth
ehIOMhreporthandhthehsummaryhofhthehPPACAhsuggestshthathnohhealthhreformhcanhunfoldhwithouthac
tivehnursinghengagement.hEachhdocumenthemphasizeshthathnurseshmusthlead,
NURSINGTB.COM
