15) Initial conflict resolution includes using which strategy?
1. Developing more self-confidence.
2. Avoiding the situation.
3. Questioning throughout the process.
4. Obtaining a neutral third party to assist.
16) The nursing department of a hospital is engaged in collaborative planning with the laboratory
and radiology department of the same hospital. What are the benefits of this collaborative
planning? Select all that apply.
1. It maximizes resources such as staff and equipment.
2. It keeps one department from getting too big a share of the budget.
3. It minimizes duplication of work.
4. It improves the relationship among these departments.
5. It makes the best use of space available.
17) Which option, regarding the benefits of interprofessional collaboration, is accurate?
1. These relationships are easy to establish because physicians, nurses, and ancillary
professionals work closely together.
2. Interprofessional environments are easy to establish, but hard to maintain.
3. Professionals will have more career mobility as healthcare systems change.
4. Healthcare research will be conducted solely by physicians, leaving patient care to nurses.
18) Which option is related to collaboration between the nurse and patient instead of
coordination of patient care?
1. Requires direct interaction with the patient
2. Can take place either before or after patient care is provided
3. Is not goal directed
4. Is done to ensure that something happens
19) The nurse manager has been working with staff to improve care coordination, but has not
met success with this endeavor. Which statements, made by staff, would indicate to this manager
that a barrier to coordination exists? Select all that apply.
1. “We never have the correct information from radiology for how they want us to prepare
patients for tests.”
2. “Has anyone been able to get the laboratory to answer the phone today?”
3. “I talked with one of the physical therapy assistants today. Did you know that all of our PT
assistants have college degrees?”
4. “I tried to sit with some of the staff members from the pharmacy today at lunch, but they didn’t
include me in any of their conversation.”
5. “The speech therapist helped me set up a way to communicate with a patient with a
tracheostomy.”
20) Select the tools used by healthcare that are focused on coordination of care. Select all that
apply.
1. Case management
2. Clinical pathways
3. Practice guidelines
4. Disease management
5. Care maps.
21) A major conflict has arisen among staff nurses regarding holiday days off on the next
schedule. One of the nurses has a history of destructive behavior associated with conflict that the
nurse manager would like to catch before the behavior affects the operation of the unit. What
behaviors, by this nurse, should the manager watch out for? Select all that apply.
1. The nurse ignored the policy for 15-minute work breaks and was away from the unit for 30
minutes.
2. When asked about the conflict the nurse states, “I don’t know what you are talking about.”
3. The nurse states, “We have a problem with this scheduling, but I bet we can work it out.”
4. The nurse avoids going into the nursing station when an “opponent” in the conflict is present.
5. The nurse has lunch with a nurse from another unit.
22) Select the major goals of conflict management. Select all that apply.
1. To meet the needs of the patient, family or significant others, and the organization
2. To decrease conflict
3. To encourage staff to be more aggressive in dealing with conflict
4. To ensure all parties feels positive about resolution to conflict
5. To eliminate the possibility of conflict
23) After a new management company took over the operations of a hospital many changes in
policy were made. The nurse manager overhears a conversation in the break room that included
comments such as, “I don’t know why I even try” and “No one pays any attention to us anyway.”
What results of these feelings should the nurse manager watch for on the unit? Select all that
apply.
1. Lack of creative problem solving in the staff
2. Deterioration in morale
3. Increased effort by other nurses to make needed changes
4. New staff being increasingly alienated from those who have been employed longer
24) The nurse is very upset regarding a reprimand issued by the nurse manager. The nurse
confronts the nurse manager in the hallway. How should the manager respond?
1. Ignore the situation.
2. Ask the nurse to move to the manager’s office.
3. Tell the nurse to calm down and act professionally.
4. Respond to the nurse regarding the reprimand in the hallway.
25) There are gender differences in how people negotiate. Choose the option that reflects the way
males are thought to negotiate.
1. Focus on what is fair.
2. Seek a win-win situation.
3. Overt testing of limits.
4. Refuse to communicate.
26) Which statement best describes collaboration?
1. Collaboration is a process.
2. Goals may be different among staff collaborating.
3. Collaboration is positive.
4. Collaboration occurs between two people.
27) How is the leadership theory of Emotional Intelligence related to collaboration?
1. Collaboration is most effective in a bureaucratic structure.
2. Collaboration requires problem solving.
3. Collaboration requires recognition of own feelings.
4. Collaboration requires coordination.
28) How is effective coordination related to patient-centered care?
1. Staff directs the patient to the best decision.
2. Patient needs and preferences need to be included in coordination.
3. Cost is considered before outcomes during coordination of care.
4. Coordination is more related to staff rather than the patient.
29) You are a new nurse manager and your mentor who is a nurse manager provides you with
some guidelines about coordination. What would your mentor include? Select all that apply.
1. Staff need to understand the purpose of coordination.
2. Expect staff to use coordination effectively.
3. Policies and procedures are not standard part of coordination.
4. Coordination is an element to be assessed in staff performance appraisal.
5. Discuss coordination during staff meetings and orientation on the unit.
30) Which of the following tools that is used to support patient care coordination is patient-
centered?
1. Clinical practice guidelines
2. Clinical pathways
3. Risk management
4. Disease management
5. Case management