, TESTBANK for Successful Nurse Communication
Revised Reprint Safe Care, Healthy Workplaces &
Rewarding Careers Beth Boynton
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Chapter 1: Communication and Behavior
MULTIPLE CHOICE
1. Communicating the right information to the right people at the right time in the right way:
A. Is an essential part of the nurse’s mission to assess, plan, implement, and document
care
B. Is a requirement for collaborating with nurse colleagues and all other members of
the healthcare team
C. Can make the difference between life and death for patients
D. All of the above
ANS: D PTS: 1 REF: Page: 2
TOP: Importance of effective communication in nursing
2. Each of the following is an example of successful nurse communication EXCEPT:
A. The Intensive Care Unit (ICU) nurse sharing her concerns with the physician about
a patient’s anxious spouse
B. The graduate nurse telling his supervisor that he is not comfortable using the IV
pump and would like additional training
C. The medical-surgical nurse offering to work an extra shift even though she feels
emotionally and physically exhausted
D. The nursing student asking her instructor to clarify her clinical assignment
ANS: C PTS: 1 REF: Page: 3
TOP: A vision of successful nurse communication
3. Developing behaviors associated with effective communication requires:
A. Self-reflection, personal growth, and social learning
B. Self-reflection, social learning, and avoidance of conflict
C. Social learning, manual dexterity, and personal growth
D. None of the above
ANS: A PTS: 1 REF: Page: 4
TOP: A behavioral approach to communication
4. Providing patient-centered care “with sensitivity and respect for the diversity of human
experience” is a competency promoted by the Quality and Safety Education for Nurses
(QSEN) Institute that overlaps with which of the following communication and behavioral
skills that nurses must develop?
A. Awareness of others
B. Asking questions respectfully
C. Understanding patient preferences
D. All of the above
ANS: D PTS: 1 REF: Page: 4
TOP: A behavioral approach to communication
5. Individuals with an aggressive style of communication demonstrate which of the following
characteristics of behavior?
A. Frequently interrupt others, discount others’ perspectives, and fidget
, B. Throw objects, invade the personal space of others, and use humiliating language
C. Speak in an angry tone, gossip about others behind their backs, and discount
others’ perspectives
D. Exclude others from group activities, frequently interrupt others, and invade the
personal space of others
ANS: B PTS: 1 REF: Page: 7
TOP: Communication styles and types
6. Individuals who practice a passive style of communication:
A. Believe their opinions are not as important as those of their colleagues
B. Often keep their ideas to themselves
C. Speak confidently and clearly
D. Both A and B
ANS: D PTS: 1 REF: Page: 7
TOP: Communication styles and types
7. Nonverbal communication represents 80% to 90% of what is being communicated and
includes all of the following EXCEPT:
A. Facial expression
B. Physical stance
C. Language
D. Intonation
ANS: C PTS: 1 REF: Page: 8
TOP: Communication styles and types
8. Schuster and Nykolyn’s transformational model of communication is helpful in explaining all
of the following EXCEPT:
A. Why communication is so complicated
B. The desired outcome of communication
C. The need to consider patients’ rooms as their homes
D. The prevalence of miscommunication or communication failures in patient safety
issues
ANS: C PTS: 1 REF: Page: 9 | Page: 11
TOP: Models of communication
9. A nurse calls the covering physician to report a patient’s temperature of 101.7°F. Which of the
following variables may impact their communication?
A. Time of day
B. Workload of both the nurse and the physician
C. A history of positive or negative communication encounters between these
healthcare professionals
D. All of the above
ANS: D PTS: 1 REF: Page: 10
TOP: Variables that affect communication
10. Which of the following are depicted as risk factors in Schuster and Nykolyn’s
transformational model of communication?
, A. Medical jargon, stress, heavy accents, and empathy
B. Stress, stereotypes, humor, and urgency
C. Medical jargon, stereotypes, physical noise, and patient education
D. Patient education, physical noise, medical jargon, and stress
ANS: D PTS: 1 REF: Page: 11 TOP: Models of communication
11. A behavioral approach to learning communication is the best approach because:
A. Human behavior and communication are interrelated.
B. Teaching communication without a focus on the underlying behaviors is not
adequate.
C. The skills to practice successful nurse communication involve self-awareness and
self-reflection.
D. All of the above
ANS: D PTS: 1 REF: Pages: 4-5
TOP: A behavioral approach to communication
MULTIPLE RESPONSE
1. Which of the following behaviors suggest that the nurse is being passive? Select all that apply.
A. She apologizes three times to her colleague for taking up space at the nurse’s
station.
B. She feels the rest of the team should have dinner together without her because she
is not much fun.
C. She uses a confident tone to express her concerns about a patient’s rising blood
sugar to the physician on call.
D. She has an idea about troubleshooting a problem with the new computer system
but keeps it to herself because she doubts it would be valuable.
ANS: A, B, D PTS: 1 REF: Page: 7
TOP: Communication styles and types
TRUE/FALSE
1. Emotional maturity of nurses is an important part of the behavioral approach to
communication promoted in this text.
ANS: T PTS: 1 REF: Pages: 2-3
TOP: Behavioral approach to communication
2. The pre-licensure curricula developed by the Quality and Safety Education for Nurses
(QSEN) Institute include competencies developed by the Institute of Medicine (IOM) and
frequently require aspects of communication and behavior.
ANS: T PTS: 1 REF: Page: 4
TOP: Behavioral approach to communication
3. Nurses must develop and practice healthy responses to communication variables such as
fatigue, ethnic differences among professionals and patients, and interruptions that take place
in the moment-to-moment real world of practice.
, ANS: T PTS: 1 REF: Page: 10 | Page: 14
TOP: Variables that affect communication
4. Becoming an effective and respectful communicator will occur naturally if students memorize
the models of communication.
ANS: F PTS: 1 REF: Page: 15
TOP: Behavioral approach to communication
,Chapter 2: Emotional Intelligence
MULTIPLE CHOICE
1. A nurse’s ability to listen respectfully to a colleague’s request for help at any point in time may vary
with:
A. How tired he is
B. The IV pump alarm that keeps going off for no apparent reason
C. His perception that his colleague is lazy
D. All of the above
ANS: D PTS: 1 REF: Page: 21 TOP: Emotional intelligence
2. A knowledge base in emotional intelligence will enhance nurses’ ability to do all of the following
EXCEPT:
A. Be more sensitive to patients’ needs and concerns
B. Assess lung sounds of patients with pneumonia
C. Provide patient-centered care
D. Collaborate effectively with other healthcare professionals
ANS: B PTS: 1 REF: Page: 16 TOP: Emotional intelligence
3. All of following descriptors belong in an explanation of Salovey and Mayer’s ability-based model of
emotional intelligence EXCEPT:
A. Self-reported attributes regarding one’s interpersonal relationships
B. Being able to identify one’s emotions
C. Having an understanding of emotions in others
D. Managing feelings of anger during a clinical emergency
ANS: A PTS: 1 REF: Page: 17
TOP: Models of emotional intelligence
4. A nurse’s self-awareness of feelings of anxiety before calling a physician about a patient’s increased
edema in both lower extremities might include:
A. A difficult conversation with this doctor earlier in the month
B. The frantic insistence of the patient’s husband that the nurse contact the doctor
immediately
C. A tense argument she had with her husband before coming to work
D. Feelings of low self-esteem that come from her family background
E. All of the above
ANS: E PTS: 1 REF: Page: 19
TOP: Emotional intelligence in nursing
5. A nurse who feels frustrated about a colleague’s refusal to double-check a morphine dose he has
calculated is demonstrating self-regulation when he:
A. Takes a deep breath, acknowledges to himself that he doesn’t know why she can’t help,
and seeks help from another colleague
B. Decides he won’t cover for his colleague’s meal break later
C. In a sarcastic voice states, “Thanks a lot!”
D. Decides to save time and give what he believes is the correct dose
ANS: A PTS: 1 REF: Page: 21
TOP: Emotional intelligence in nursing
, 6. Which of the following are considered to be among the five basic feelings?
A. Fear, sorrow, anger, jealousy, and gladness
B. Sorrow, anger, shame, and annoyance
C. Shame, fear, gladness, and anger
D. Anger, sorrow, surprise, fear
ANS: C PTS: 1 REF: Page: 18 TOP: Emotional vocabulary
7. Nurses who develop and practice empathy are likely to:
A. Recognize when a patient’s verbal denial of worry does not match her facial expression
B. Treat patients with dignity
C. Have compassion for a colleague who is struggling to understand the computerized system
for documenting physician’s orders
D. All of the above
ANS: D PTS: 1 REF: Page: 23
TOP: Emotional intelligence in nursing
8. The social skills involved in a nurse’s ability to observe the environment around her and use it to
enhance communication and collaboration are important in the following situations:
A. A patient’s condition is deteriorating and his wife is panicking.
B. A colleague dismisses her concern about following the protocol for a needle-stick injury.
C. She has to work with a colleague that she doesn’t like.
D. All of the above
ANS: D PTS: 1 REF: Pages: 23-24
TOP: Emotional intelligence in nursing
MULTIPLE RESPONSE
1. According to Wiseman, empathy includes which of the following attributes? Select all that apply.
A. Taking the perspective of another person
B. Judging others
C. Recognizing others’ emotions
D. Persuading others to feel a certain emotion
ANS: A, C PTS: 1 REF: Page: 23
TOP: Emotional intelligence in nursing
2. Emotional intelligence competencies described by Goleman that are interrelated with assertive
communication include which of the following? Select all that apply.
A. Self-awareness
B. Self-regulation
C. Fear
D. Motivation
ANS: A, B, D PTS: 1 REF: Pages: 19-22
TOP: Emotional intelligence in nursing
TRUE/FALSE
1. According to Goleman’s model of emotional intelligence, motivation is an example of a personal
competency.
, ANS: T PTS: 1 REF: Page: 21
TOP: Emotional intelligence in nursing
2. A nurse demonstrating respect for a colleague he doesn’t like is an important part of effective
collaboration.
ANS: T PTS: 1 REF: Page: 24
TOP: Emotional intelligence in nursing
, Chapter 3: Respectful and Effective Listening
MULTIPLE CHOICE
1. Effective and respectful listening is a skill that nurses should take every opportunity to:
A. Practice
B. Role-model
C. Develop
D. All of the above
ANS: D PTS: 1 REF: Page: 29 TOP: Respectful listening
2. All of the following are examples of when effective and respectful listening is a vital nursing
function EXCEPT:
A. Assessing a patient’s nutritional status
B. Insisting to a patient that her blood sugar is too high to eat the ice cream she is
requesting
C. Understanding what is important to a patient about his or her upcoming surgery
D. Discussing commitments for holiday scheduling with colleagues
ANS: B PTS: 1 REF: Pages: 28-29 TOP: Why listening is vital
3. Nurses who listen to patients in order to understand them are:
A. Conveying compassion
B. Engaging patients in developing a plan of care
C. Focused primarily on patients’ clinical status
D. Both A and B
ANS: D PTS: 1 REF: Page: 28 TOP: Why listening is vital
4. Instances in which effective and respectful listening is important in clinical assessment
include:
A. Auscultating lung sounds
B. Noticing verbal and nonverbal language used by patients
C. Receiving information about a patient from another nurse during a hand-off
D. All of the above
ANS: D PTS: 1 REF: Page: 28 TOP: Why listening is vital
5. If finding time and space for effective and respectful listening is not feasible, the nurse should:
A. Accept the reality of the situation
B. Take opportunities to listen whenever possible
C. Advocate for time and space needed to listen
D. Both B and C
ANS: D PTS: 1 REF: Page: 29 TOP: Why listening is vital
6. Which of the following responses should a nurse give to a patient who says that she has no
questions about a stress test ordered but looks worried or confused?
A. “I heard you say that you don’t have any questions about the MRI, but you look
worried. Would you like to tell me what you are thinking?”
Revised Reprint Safe Care, Healthy Workplaces &
Rewarding Careers Beth Boynton
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Chapter 1: Communication and Behavior
MULTIPLE CHOICE
1. Communicating the right information to the right people at the right time in the right way:
A. Is an essential part of the nurse’s mission to assess, plan, implement, and document
care
B. Is a requirement for collaborating with nurse colleagues and all other members of
the healthcare team
C. Can make the difference between life and death for patients
D. All of the above
ANS: D PTS: 1 REF: Page: 2
TOP: Importance of effective communication in nursing
2. Each of the following is an example of successful nurse communication EXCEPT:
A. The Intensive Care Unit (ICU) nurse sharing her concerns with the physician about
a patient’s anxious spouse
B. The graduate nurse telling his supervisor that he is not comfortable using the IV
pump and would like additional training
C. The medical-surgical nurse offering to work an extra shift even though she feels
emotionally and physically exhausted
D. The nursing student asking her instructor to clarify her clinical assignment
ANS: C PTS: 1 REF: Page: 3
TOP: A vision of successful nurse communication
3. Developing behaviors associated with effective communication requires:
A. Self-reflection, personal growth, and social learning
B. Self-reflection, social learning, and avoidance of conflict
C. Social learning, manual dexterity, and personal growth
D. None of the above
ANS: A PTS: 1 REF: Page: 4
TOP: A behavioral approach to communication
4. Providing patient-centered care “with sensitivity and respect for the diversity of human
experience” is a competency promoted by the Quality and Safety Education for Nurses
(QSEN) Institute that overlaps with which of the following communication and behavioral
skills that nurses must develop?
A. Awareness of others
B. Asking questions respectfully
C. Understanding patient preferences
D. All of the above
ANS: D PTS: 1 REF: Page: 4
TOP: A behavioral approach to communication
5. Individuals with an aggressive style of communication demonstrate which of the following
characteristics of behavior?
A. Frequently interrupt others, discount others’ perspectives, and fidget
, B. Throw objects, invade the personal space of others, and use humiliating language
C. Speak in an angry tone, gossip about others behind their backs, and discount
others’ perspectives
D. Exclude others from group activities, frequently interrupt others, and invade the
personal space of others
ANS: B PTS: 1 REF: Page: 7
TOP: Communication styles and types
6. Individuals who practice a passive style of communication:
A. Believe their opinions are not as important as those of their colleagues
B. Often keep their ideas to themselves
C. Speak confidently and clearly
D. Both A and B
ANS: D PTS: 1 REF: Page: 7
TOP: Communication styles and types
7. Nonverbal communication represents 80% to 90% of what is being communicated and
includes all of the following EXCEPT:
A. Facial expression
B. Physical stance
C. Language
D. Intonation
ANS: C PTS: 1 REF: Page: 8
TOP: Communication styles and types
8. Schuster and Nykolyn’s transformational model of communication is helpful in explaining all
of the following EXCEPT:
A. Why communication is so complicated
B. The desired outcome of communication
C. The need to consider patients’ rooms as their homes
D. The prevalence of miscommunication or communication failures in patient safety
issues
ANS: C PTS: 1 REF: Page: 9 | Page: 11
TOP: Models of communication
9. A nurse calls the covering physician to report a patient’s temperature of 101.7°F. Which of the
following variables may impact their communication?
A. Time of day
B. Workload of both the nurse and the physician
C. A history of positive or negative communication encounters between these
healthcare professionals
D. All of the above
ANS: D PTS: 1 REF: Page: 10
TOP: Variables that affect communication
10. Which of the following are depicted as risk factors in Schuster and Nykolyn’s
transformational model of communication?
, A. Medical jargon, stress, heavy accents, and empathy
B. Stress, stereotypes, humor, and urgency
C. Medical jargon, stereotypes, physical noise, and patient education
D. Patient education, physical noise, medical jargon, and stress
ANS: D PTS: 1 REF: Page: 11 TOP: Models of communication
11. A behavioral approach to learning communication is the best approach because:
A. Human behavior and communication are interrelated.
B. Teaching communication without a focus on the underlying behaviors is not
adequate.
C. The skills to practice successful nurse communication involve self-awareness and
self-reflection.
D. All of the above
ANS: D PTS: 1 REF: Pages: 4-5
TOP: A behavioral approach to communication
MULTIPLE RESPONSE
1. Which of the following behaviors suggest that the nurse is being passive? Select all that apply.
A. She apologizes three times to her colleague for taking up space at the nurse’s
station.
B. She feels the rest of the team should have dinner together without her because she
is not much fun.
C. She uses a confident tone to express her concerns about a patient’s rising blood
sugar to the physician on call.
D. She has an idea about troubleshooting a problem with the new computer system
but keeps it to herself because she doubts it would be valuable.
ANS: A, B, D PTS: 1 REF: Page: 7
TOP: Communication styles and types
TRUE/FALSE
1. Emotional maturity of nurses is an important part of the behavioral approach to
communication promoted in this text.
ANS: T PTS: 1 REF: Pages: 2-3
TOP: Behavioral approach to communication
2. The pre-licensure curricula developed by the Quality and Safety Education for Nurses
(QSEN) Institute include competencies developed by the Institute of Medicine (IOM) and
frequently require aspects of communication and behavior.
ANS: T PTS: 1 REF: Page: 4
TOP: Behavioral approach to communication
3. Nurses must develop and practice healthy responses to communication variables such as
fatigue, ethnic differences among professionals and patients, and interruptions that take place
in the moment-to-moment real world of practice.
, ANS: T PTS: 1 REF: Page: 10 | Page: 14
TOP: Variables that affect communication
4. Becoming an effective and respectful communicator will occur naturally if students memorize
the models of communication.
ANS: F PTS: 1 REF: Page: 15
TOP: Behavioral approach to communication
,Chapter 2: Emotional Intelligence
MULTIPLE CHOICE
1. A nurse’s ability to listen respectfully to a colleague’s request for help at any point in time may vary
with:
A. How tired he is
B. The IV pump alarm that keeps going off for no apparent reason
C. His perception that his colleague is lazy
D. All of the above
ANS: D PTS: 1 REF: Page: 21 TOP: Emotional intelligence
2. A knowledge base in emotional intelligence will enhance nurses’ ability to do all of the following
EXCEPT:
A. Be more sensitive to patients’ needs and concerns
B. Assess lung sounds of patients with pneumonia
C. Provide patient-centered care
D. Collaborate effectively with other healthcare professionals
ANS: B PTS: 1 REF: Page: 16 TOP: Emotional intelligence
3. All of following descriptors belong in an explanation of Salovey and Mayer’s ability-based model of
emotional intelligence EXCEPT:
A. Self-reported attributes regarding one’s interpersonal relationships
B. Being able to identify one’s emotions
C. Having an understanding of emotions in others
D. Managing feelings of anger during a clinical emergency
ANS: A PTS: 1 REF: Page: 17
TOP: Models of emotional intelligence
4. A nurse’s self-awareness of feelings of anxiety before calling a physician about a patient’s increased
edema in both lower extremities might include:
A. A difficult conversation with this doctor earlier in the month
B. The frantic insistence of the patient’s husband that the nurse contact the doctor
immediately
C. A tense argument she had with her husband before coming to work
D. Feelings of low self-esteem that come from her family background
E. All of the above
ANS: E PTS: 1 REF: Page: 19
TOP: Emotional intelligence in nursing
5. A nurse who feels frustrated about a colleague’s refusal to double-check a morphine dose he has
calculated is demonstrating self-regulation when he:
A. Takes a deep breath, acknowledges to himself that he doesn’t know why she can’t help,
and seeks help from another colleague
B. Decides he won’t cover for his colleague’s meal break later
C. In a sarcastic voice states, “Thanks a lot!”
D. Decides to save time and give what he believes is the correct dose
ANS: A PTS: 1 REF: Page: 21
TOP: Emotional intelligence in nursing
, 6. Which of the following are considered to be among the five basic feelings?
A. Fear, sorrow, anger, jealousy, and gladness
B. Sorrow, anger, shame, and annoyance
C. Shame, fear, gladness, and anger
D. Anger, sorrow, surprise, fear
ANS: C PTS: 1 REF: Page: 18 TOP: Emotional vocabulary
7. Nurses who develop and practice empathy are likely to:
A. Recognize when a patient’s verbal denial of worry does not match her facial expression
B. Treat patients with dignity
C. Have compassion for a colleague who is struggling to understand the computerized system
for documenting physician’s orders
D. All of the above
ANS: D PTS: 1 REF: Page: 23
TOP: Emotional intelligence in nursing
8. The social skills involved in a nurse’s ability to observe the environment around her and use it to
enhance communication and collaboration are important in the following situations:
A. A patient’s condition is deteriorating and his wife is panicking.
B. A colleague dismisses her concern about following the protocol for a needle-stick injury.
C. She has to work with a colleague that she doesn’t like.
D. All of the above
ANS: D PTS: 1 REF: Pages: 23-24
TOP: Emotional intelligence in nursing
MULTIPLE RESPONSE
1. According to Wiseman, empathy includes which of the following attributes? Select all that apply.
A. Taking the perspective of another person
B. Judging others
C. Recognizing others’ emotions
D. Persuading others to feel a certain emotion
ANS: A, C PTS: 1 REF: Page: 23
TOP: Emotional intelligence in nursing
2. Emotional intelligence competencies described by Goleman that are interrelated with assertive
communication include which of the following? Select all that apply.
A. Self-awareness
B. Self-regulation
C. Fear
D. Motivation
ANS: A, B, D PTS: 1 REF: Pages: 19-22
TOP: Emotional intelligence in nursing
TRUE/FALSE
1. According to Goleman’s model of emotional intelligence, motivation is an example of a personal
competency.
, ANS: T PTS: 1 REF: Page: 21
TOP: Emotional intelligence in nursing
2. A nurse demonstrating respect for a colleague he doesn’t like is an important part of effective
collaboration.
ANS: T PTS: 1 REF: Page: 24
TOP: Emotional intelligence in nursing
, Chapter 3: Respectful and Effective Listening
MULTIPLE CHOICE
1. Effective and respectful listening is a skill that nurses should take every opportunity to:
A. Practice
B. Role-model
C. Develop
D. All of the above
ANS: D PTS: 1 REF: Page: 29 TOP: Respectful listening
2. All of the following are examples of when effective and respectful listening is a vital nursing
function EXCEPT:
A. Assessing a patient’s nutritional status
B. Insisting to a patient that her blood sugar is too high to eat the ice cream she is
requesting
C. Understanding what is important to a patient about his or her upcoming surgery
D. Discussing commitments for holiday scheduling with colleagues
ANS: B PTS: 1 REF: Pages: 28-29 TOP: Why listening is vital
3. Nurses who listen to patients in order to understand them are:
A. Conveying compassion
B. Engaging patients in developing a plan of care
C. Focused primarily on patients’ clinical status
D. Both A and B
ANS: D PTS: 1 REF: Page: 28 TOP: Why listening is vital
4. Instances in which effective and respectful listening is important in clinical assessment
include:
A. Auscultating lung sounds
B. Noticing verbal and nonverbal language used by patients
C. Receiving information about a patient from another nurse during a hand-off
D. All of the above
ANS: D PTS: 1 REF: Page: 28 TOP: Why listening is vital
5. If finding time and space for effective and respectful listening is not feasible, the nurse should:
A. Accept the reality of the situation
B. Take opportunities to listen whenever possible
C. Advocate for time and space needed to listen
D. Both B and C
ANS: D PTS: 1 REF: Page: 29 TOP: Why listening is vital
6. Which of the following responses should a nurse give to a patient who says that she has no
questions about a stress test ordered but looks worried or confused?
A. “I heard you say that you don’t have any questions about the MRI, but you look
worried. Would you like to tell me what you are thinking?”
