GA PGM LEVEL ONE CUSTOMER RELATIONS
EXAM SCRIPT FINAL PAPER 2026 FULL
QUESTIONS AND CORRECT ANSWERS
▶ What is Continuous Quality Improvement? Answer: Continuous Quality
Improvement is a systematic approach to improving the quality of care and
services, focusing on measurable client outcomes rather than just staff
satisfaction or documentation.
▶ How should conflicts be resolved among staff in a long-term care
setting? Answer: Conflict resolution involves problem solving and
collaboration for win/win solutions, rather than requiring one party to
compromise completely or ignoring the issue.
▶ Why are human relationship skills essential for LPN charge nurse
leaders? Answer: Human relationship skills help leaders accomplish goals
through others, making them crucial for effective leadership in nursing.
▶ Which communication strategy is recommended to prevent anger in
nursing assistants? Answer: Assertive communication using 'I' messages
can prevent anger in nursing assistants, as it promotes understanding and
respect.
▶ How should positive feedback be delivered to nursing assistants to
reinforce strong behaviors? Answer: Providing specific, objective praise
encourages nursing assistants to repeat strong behaviors, rather than
relying on general praise or focusing on personal traits.
▶ How does the nursing process assist LPN charge nurses in managing
their shifts? Answer: The nursing process helps charge nurses organize
and prioritize shift tasks, making it applicable to time management.
▶ What is the impact of federal regulations like OBRA and CMS on long-
term care facilities? Answer: Federal regulations such as OBRA and CMS
impact quality and reimbursement in long-term care facilities, ensuring
standards are met.
EXAM SCRIPT FINAL PAPER 2026 FULL
QUESTIONS AND CORRECT ANSWERS
▶ What is Continuous Quality Improvement? Answer: Continuous Quality
Improvement is a systematic approach to improving the quality of care and
services, focusing on measurable client outcomes rather than just staff
satisfaction or documentation.
▶ How should conflicts be resolved among staff in a long-term care
setting? Answer: Conflict resolution involves problem solving and
collaboration for win/win solutions, rather than requiring one party to
compromise completely or ignoring the issue.
▶ Why are human relationship skills essential for LPN charge nurse
leaders? Answer: Human relationship skills help leaders accomplish goals
through others, making them crucial for effective leadership in nursing.
▶ Which communication strategy is recommended to prevent anger in
nursing assistants? Answer: Assertive communication using 'I' messages
can prevent anger in nursing assistants, as it promotes understanding and
respect.
▶ How should positive feedback be delivered to nursing assistants to
reinforce strong behaviors? Answer: Providing specific, objective praise
encourages nursing assistants to repeat strong behaviors, rather than
relying on general praise or focusing on personal traits.
▶ How does the nursing process assist LPN charge nurses in managing
their shifts? Answer: The nursing process helps charge nurses organize
and prioritize shift tasks, making it applicable to time management.
▶ What is the impact of federal regulations like OBRA and CMS on long-
term care facilities? Answer: Federal regulations such as OBRA and CMS
impact quality and reimbursement in long-term care facilities, ensuring
standards are met.
