Sullivan, Effective Leadership and Management, 8/e
Chapter 9
Question 1
Type: MCSA
The nurse manager is concerned about a family member’s complaint regarding the professional behavior of a
nurse on the unit. Which is the most effective method to address this issue?
1. Post a memo to the nursing staff about expected professional behavior.
2. Send an e-mail to the nursing staff about expected professional behavior.
3. Address the complaint with the individual nurse in a telephone conversation.
4. Discuss the complaint with the individual nurse face-to-face.
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Implementation
Learning Outcome: 9-3: Choose which communication mode to use depending on the message and the
relationship.
Question 2
Type: MCSA
The nurse plans to seek employment in an acute-care setting after graduation. Which form of communication
would be most effective in applying for a position?
Sullivan, Effective Leadership and Management, 8/e Test Bank
1. Send an e-mail to the nurse manager, requesting a job interview.
2. Send a written letter and résumé in the mail.
3. Call the nurse manager to ask if any jobs are open.
4. Drop into the nurse manager’s office to discuss employment options.
Rationale 1: Lateral communication involves discussion among individuals at the same hierarchical level (e.g.,
all nurse supervisors).
Rationale 2: Downward communication involves direction given by management to the staff.
Rationale 3: Diagonal communication involves dialogue among individuals at different hierarchical levels (e.g.,
staff nurses to chief executive officer of nursing).
Rationale 4: Grapevine communication is an informal channel among individuals at all hierarchical levels and
has the potential to generate misinformation.
Global Rationale:
Cognitive Level: Analyzing
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Implementation
Learning Outcome: 9-4: Explain how communication strategies vary according to the situation and those
involved.
Question 4
Type: MCSA
The person who has just been promoted to nurse manager is male. If this nurse communicates in a way that is
considered typical for men, what can the staff expect?
1. He will focus more on the issue than on personal experience.
2. He will strive to reach consensus within the group.
3. He will strive to avoid conflict within the group.
4. He will prefer to ask questions rather than make statements.
Cognitive Level: Applying
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Planning
Learning Outcome: 9-1: Identify the factors that influence communication.
Question 5
Type: MCSA
The nurse manager has instituted a policy of sending information to the staff via e-mail. Many misunderstandings
have occurred since this policy was implemented. What technique should the manager use to reduce this
miscommunication?
1. Using text messaging instead of e-mailing
2. Requiring a return e-mail from everyone reading the information
3. Being certain that e-mails go only to the intended recipients
4. Sending all e-mails with a message line that says “Important”
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Implementation
Learning Outcome: 9-3: Choose which communication mode to use depending on the message and the
relationship.
Question 6
Type: MCSA
Sullivan, Effective Leadership and Management, 8/e Test Bank
The nurse manager has determined the need to hire two staff nurses. Which factor is most critical as the nurse
manager prepares to submit the request to administration?
1. Timing of the request
2. Negative inquiry
3. Compromise
4. Persistence
Rationale 1: While nurses do communicate with all disciplines, the correct reason is broader.
Rationale 2: Nursing activities occurring in relationships make communication skills essential.
Rationale 3: Excellent communication skills can get the work done more quickly and effectively, but the correct
reason is broader.
Rationale 4: Excellent communication skills do not keep problems from occurring.
Global Rationale:
Cognitive Level: Applying
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Assessment
Learning Outcome: 9-6: Develop a plan to enhance your communication skills.
Question 8
Type: MCSA
The staff nurse would like to improve personal communication with peers, patients, and the medical staff. Which
strategy would be most effective for this nurse?
1. Plan to be more assertive in all communication.
2. Work to manage fear of conflict.
3. First learn to delegate clearly to others.
4. Attend the hospital-based communication training.
Sullivan, Effective Leadership and Management, 8/e Test Bank
Copyright 2013 by Pearson Education, Inc.
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Implementation
Learning Outcome: 9-6: Develop a plan to enhance your communication skills.
Question 9
Type: MCSA
Which example represents a qualifier that may interfere with the message to be communicated?
1. “Please notify me when this task is complete.”
2. “Are you satisfied with the care you are receiving?”
3. “I hate to bother you with this, but we have a problem.”
4. “How can I help you solve your issues with this physician?”
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Evaluation
Learning Outcome: 9-6: Develop a plan to enhance your communication skills.
Question 10
Type: MCSA
The nurse has been concentrating on improving personal communication skills. Which option represents the final
step in this nurse’s work to improve communication?
1. Think about the goals of the communication.
2. Develop an appropriate and thoughtful response.
Sullivan, Effective Leadership and Management, 8/e Test Bank
3. Decide how to say what you want conveyed.
4. Ensure the communication is understood.
Rationale 1: Thinking ahead in conversation interferes with the ability to listen and comprehend.
Rationale 2: Eye contact does not mean the nurse is listening.
Rationale 3: When many people are talking at one time, it is difficult to listen and comprehend.
Rationale 4: Being tired and stressed from too much time at work can cause energy to flag, resulting in difficulty
listening.
Rationale 5: Preconceived beliefs about what the speaker is going to say makes it more likely that the nurse is not
going to listen effectively.
Global Rationale:
Cognitive Level: Applying
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Planning
Learning Outcome: 9-2: Discuss how communication can be distorted and misunderstood.
Question 12
Type: MCMA
A problem has arisen on a unit whose nursing staff is composed primarily of members of Generation X. Which
strategies should the nurse manager employ to get staff input into solving this problem?
Note: Credit will be given only if all correct choices and no incorrect choices are selected.
Standard Text: Select all that apply.
1. Schedule a staff meeting for discussion of the problem and its possible solutions.
2. Post a notice on the bulletin board explaining the issue.
3. Ask nurses individually for input.
4. Develop a possible solution and share it with nurses in a formal meeting.
5. Ask for input via text message and promise to respond to texts immediately.
Rationale 2: Generation X members would be more likely to read the information, formulate an opinion, and
share it with the manager. They like decisions to be made without unnecessary discussion.
Rationale 3: Generation X members do not like unnecessary discussion, so asking for input individually would be
a good strategy.
Rationale 4: Traditionalists are more likely to respond to a suggestion from someone higher in the chain of
command. They also tend to be more formal.
Rationale 5: Generation Y is more likely to want immediate feedback from e-mails or text messages.
Global Rationale:
Cognitive Level: Analyzing
Client Need: Safe Effective Care Environment
Client Need Sub: Management of Care
Nursing/Integrated Concepts: Nursing Process: Planning
Learning Outcome: 9-4: Explain how communication strategies vary according to the situation and those
involved.
Question 13
Type: MCSA
An employee is sabotaging the work of a newly oriented charge nurse, and the charge nurse has not been
successful in addressing the problem. When the nurse manager addresses the issue, which is the most appropriate
statement?
1. “I know it must be frustrating working with a new charge nurse, but how can we make this situation better?”
2. “This is not professional behavior, and you need to stop it or you will lose your job the next time I hear about
it.”
3. “I know the charge nurse is new to the role, but you should get used to it or there will be more changes.”
4. “I know the new charge nurse is difficult to work with, but please help make the job easier to do.”