NRSG 257 Exam 2
What is essential in order to overcome personality barriers? - answer Good
communication techniques
The nursing profession recognizes _____ as one of the cornerstones of its practice -
answer Communication
Who must nurses be able to effectively communicate with to achieve their goal of high
quality care? - answerClients, family members, physicians, peers, and associate
What promotes good quality of care? - answer Good communication
What is essential for good leadership and management? - answer Good communication
True or false
The BSN program promotes good communication to develop leadership and
management abilities - answerTrue
What are 6 factors that affect communication? - answerChange
Anger
Group dynamics
Competition
Work environment
Stress
Why might group dynamics affect communication? - answerDue to unwritten rules, a
group should establish ground rules or expectations
What is destructive stress? - answerWhen stress continuously occurs
How is communication an interactive sharing of information? - answerIt involves the
process of encoding and decoding
What 3 elements does communication require? - answerA sender, a message, and a
receiver
What responsibility does the receiver have? - answerListen, process, and understand
the information as well as respond to the sender by giving feedback
What do the responsibilities of the receiver listening, processing, and understanding
represent? - answerEncoding
,What does the responsibility of the receiver: responding to the sender with feedback,
represent? - answerDecoding
What factors interfere with the encoding process? (General) - answerSender factors
Receiver factors
What are some specific sender factors that may interfere with the encoding process? -
answerUnclear speech
Monotone voice
Poor sentence structure
Inappropriate use of terminology or jargon
Lack of knowledge about a top
What are some specific receiver factors that may interfere with the encoding process? -
answerLack of attention
Prejudice and biases
Preoccupation with another problem
Physical factors (I.E. Pain, drowsiness, or impaired senses)
Which kind of communication is both written and spoken and constitutes 7% of a
communicated message? - answerVerbal communication
What kind of communication makes up 55% of a communicated message and includes
body language, facial expressions, gestures, physical appearance, touch, and spatial
territory? - answerNonverbal communication
What is spatial territory? - answerPersonal space
What kind of communication makes up 38% of communication and includes vocal cues
(tone, pauses), volume, and speed of speech? - answerParaverbal communication
True or false
Verbal communication makes up majority of a message? - answerFalse, nonverbal
makes up majority of a communicated message
Remember
It's not what you say, it's how you say it - answer...
When is a message consider congruent, therefore making the message easily
encoded? - answerWhen the verbal, nonverbal, and paraverbal messages are
congruent (relay the same information)
Which communication style incorporates negative nonverbal cues, is submissive, which
ultimately may lead to aggressive and hostile communication and behavior? -
answerNonassertive communication
, Which communication style is preferred in the U.S.? - answerAssertive communication
True or false
Assertive communication is preferred in all countries and cultures? - answerFalse, may
not be preferred in some countries or cultures
Which communication style involves direct, accurate expressions, respects others,
encourages trust and teamwork, encourages others to express themselves, uses
positive nonverbal cues? - answerAssertive communication
What are some examples of nonverbal cues used in assertive communication? -
answerEye contact, stand tall, respectful of personal space,
What are some examples of characteristics present in people who practice assertive
communication? - answerSincere
Honest
Supportive
What are some general rules to remember when it comes to developing assertive
communication? - answerTakes practice
Need have a willingness to take risks
Willingness to make mistakes
Willingness to respect others mistakes
Obtain strong self esteem
It's an ongoing process
What is a common situation that causes conflict on the job? - answerWhen nurses feel
overworked or overwhelmed
What are 4 reasons why nurses are uncomfortable with conflict? - answerFear of
ridicule
Lack of education and skills on conflicts resolution
Fear of alienation of others
Feel that they don't have the right to speak up
What are the 3 conflict resolution strategies? - answerIgnore the conflict
Confront the conflict
Postpone the conflict
What elements are included in the development of resolution skills? - answerBuild on
existing skills
Avoid personal attacks
Listen actively
Ignore trivia
Set the stage
Establish trust
What is essential in order to overcome personality barriers? - answer Good
communication techniques
The nursing profession recognizes _____ as one of the cornerstones of its practice -
answer Communication
Who must nurses be able to effectively communicate with to achieve their goal of high
quality care? - answerClients, family members, physicians, peers, and associate
What promotes good quality of care? - answer Good communication
What is essential for good leadership and management? - answer Good communication
True or false
The BSN program promotes good communication to develop leadership and
management abilities - answerTrue
What are 6 factors that affect communication? - answerChange
Anger
Group dynamics
Competition
Work environment
Stress
Why might group dynamics affect communication? - answerDue to unwritten rules, a
group should establish ground rules or expectations
What is destructive stress? - answerWhen stress continuously occurs
How is communication an interactive sharing of information? - answerIt involves the
process of encoding and decoding
What 3 elements does communication require? - answerA sender, a message, and a
receiver
What responsibility does the receiver have? - answerListen, process, and understand
the information as well as respond to the sender by giving feedback
What do the responsibilities of the receiver listening, processing, and understanding
represent? - answerEncoding
,What does the responsibility of the receiver: responding to the sender with feedback,
represent? - answerDecoding
What factors interfere with the encoding process? (General) - answerSender factors
Receiver factors
What are some specific sender factors that may interfere with the encoding process? -
answerUnclear speech
Monotone voice
Poor sentence structure
Inappropriate use of terminology or jargon
Lack of knowledge about a top
What are some specific receiver factors that may interfere with the encoding process? -
answerLack of attention
Prejudice and biases
Preoccupation with another problem
Physical factors (I.E. Pain, drowsiness, or impaired senses)
Which kind of communication is both written and spoken and constitutes 7% of a
communicated message? - answerVerbal communication
What kind of communication makes up 55% of a communicated message and includes
body language, facial expressions, gestures, physical appearance, touch, and spatial
territory? - answerNonverbal communication
What is spatial territory? - answerPersonal space
What kind of communication makes up 38% of communication and includes vocal cues
(tone, pauses), volume, and speed of speech? - answerParaverbal communication
True or false
Verbal communication makes up majority of a message? - answerFalse, nonverbal
makes up majority of a communicated message
Remember
It's not what you say, it's how you say it - answer...
When is a message consider congruent, therefore making the message easily
encoded? - answerWhen the verbal, nonverbal, and paraverbal messages are
congruent (relay the same information)
Which communication style incorporates negative nonverbal cues, is submissive, which
ultimately may lead to aggressive and hostile communication and behavior? -
answerNonassertive communication
, Which communication style is preferred in the U.S.? - answerAssertive communication
True or false
Assertive communication is preferred in all countries and cultures? - answerFalse, may
not be preferred in some countries or cultures
Which communication style involves direct, accurate expressions, respects others,
encourages trust and teamwork, encourages others to express themselves, uses
positive nonverbal cues? - answerAssertive communication
What are some examples of nonverbal cues used in assertive communication? -
answerEye contact, stand tall, respectful of personal space,
What are some examples of characteristics present in people who practice assertive
communication? - answerSincere
Honest
Supportive
What are some general rules to remember when it comes to developing assertive
communication? - answerTakes practice
Need have a willingness to take risks
Willingness to make mistakes
Willingness to respect others mistakes
Obtain strong self esteem
It's an ongoing process
What is a common situation that causes conflict on the job? - answerWhen nurses feel
overworked or overwhelmed
What are 4 reasons why nurses are uncomfortable with conflict? - answerFear of
ridicule
Lack of education and skills on conflicts resolution
Fear of alienation of others
Feel that they don't have the right to speak up
What are the 3 conflict resolution strategies? - answerIgnore the conflict
Confront the conflict
Postpone the conflict
What elements are included in the development of resolution skills? - answerBuild on
existing skills
Avoid personal attacks
Listen actively
Ignore trivia
Set the stage
Establish trust
