Leadership Chapter 19
ANS: C
Feedback: The organizational climate and culture would be considered part of the external
climate of this communication. The sender's and receiver's personality and stress levels are
components of the internal climate. The clarity of a message is not a component of the
external climate. - ANS-A nurse-manager is communicating with a subordinate. What
component of this communication would be considered as part of the external climate?
a. The clarity of the message
b. The subordinate's personality
c. The culture of the organization
d. The manager's stress level
ANS: A
Feedback: Using various communication methods in combination increases the likelihood
that everyone in the organization who needs to hear the message actually will hear it. The
other options are single methods. Repeating a message is often not as effective as
communicating it in a different way using a different mode. - ANS-What strategy best increases
the likelihood that a nurse-manager's communication will be accurately interpreted?
a. Using more than one mode of communication
b. Using face-to-face communication
c. Producing clear, simple, written communication
d. Repeating the message as often as possible
ANS: B
Feedback: Because nonverbal communication indicates the emotional component of the
message, it is generally considered more reliable than verbal communication. It varies
widely between cultures, and the manager does not normally have to make a conscious
effort to minimize it. It is always significant regardless of how it aligns with the verbal
message. - ANS-Which principle should guide the nurse-manager's use of nonverbal
communication?
a. It is generally consistent across cultures, unlike verbal communication.
b. It supersedes verbal communication when the two are incongruent.
c. Nonverbal communication should be minimized because it confuses the receiver regarding
the true intent of the message.
d. Nonverbal communication is a significant part of the communication exchange only when it is
not congruent with the verbal exchange.
ANS: C
Feedback: The role of the leader is to encourage communication that is appropriate and
discourage communication that is inappropriate among staff. The RN's question about the
purpose of this communication helps to determine whether it was appropriate or not. This
, should be clarified before deciding how to proceed. - ANS-An RN is a team leader for a small
module of clients. While listening to a recorded report on a client, one of the team members
remarks, "My mother lives near him, and she says his home life is in chaos." How should the RN
best respond?
a. Politely ask the team member to be quiet.
b. Include the information in report for the next shift.
c. Ask the team member how this information relates to the client's care.
d. Ignore the team member's comment.
ANS: B
Feedback: Nurse-leaders should intervene appropriately when communication problems (in
this case, rumors) arise. It is not particularly important who started the rumor if all staff
members are now privy to it. Direct action is preferred to indirect action, such as
introducing a competing message. Inaction would likely fuel the rumors. - ANS-A hospital is
downsizing, but the RNs have been assured that everyone on the unit will keep their jobs and
that downsizing will occur through normal attrition. Today, the evening
charge nurse reported to the manager that the staff was discussing rumors about mass layoffs.
What is the best approach to take?
a. Tell an informal leader the truth and let the leader spread the news informally.
b. Hold a meeting for all staff members and tell them that the rumor is not true.
c. Ignore the rumor because it will soon pass.
d. Find out who started the rumor and correct the information.
ANS: A
Feedback: Competition and posturing characterize the storming stage. Agreeing on goals
occurs during norming, and these are accomplished during the performing stage. Initial
instructions are given during the forming stage. - ANS-A nurse-manager has recently
established a "best practice committee" at the clinic. Which behavior by the committee members
suggests that it is in the "storming" stage?
a. Members attempt to impress each other with their credentials.
b. The short- and long-term goals for the group are agreed upon.
c. Group members achieve their stated goals.
d. The members receive their instructions and mandate from the manager.
ANS: C
Feedback: Assertive communication allows people to express themselves in direct, honest,
and appropriate ways that do not infringe on another's rights. It is a myth that assertiveness
is "unfeminine," offensive, or confrontational. - ANS-A nurse-manager has a reputation as being
an assertive communicator. How does this manager most likely communicate?
a. Through confrontation and intimidation
b. In an unfeminine way that is clear and direct
c. Directly and honestly, while respecting the rights of others
d. In a clear, but occasionally offensive, manner
ANS: C
Feedback: The organizational climate and culture would be considered part of the external
climate of this communication. The sender's and receiver's personality and stress levels are
components of the internal climate. The clarity of a message is not a component of the
external climate. - ANS-A nurse-manager is communicating with a subordinate. What
component of this communication would be considered as part of the external climate?
a. The clarity of the message
b. The subordinate's personality
c. The culture of the organization
d. The manager's stress level
ANS: A
Feedback: Using various communication methods in combination increases the likelihood
that everyone in the organization who needs to hear the message actually will hear it. The
other options are single methods. Repeating a message is often not as effective as
communicating it in a different way using a different mode. - ANS-What strategy best increases
the likelihood that a nurse-manager's communication will be accurately interpreted?
a. Using more than one mode of communication
b. Using face-to-face communication
c. Producing clear, simple, written communication
d. Repeating the message as often as possible
ANS: B
Feedback: Because nonverbal communication indicates the emotional component of the
message, it is generally considered more reliable than verbal communication. It varies
widely between cultures, and the manager does not normally have to make a conscious
effort to minimize it. It is always significant regardless of how it aligns with the verbal
message. - ANS-Which principle should guide the nurse-manager's use of nonverbal
communication?
a. It is generally consistent across cultures, unlike verbal communication.
b. It supersedes verbal communication when the two are incongruent.
c. Nonverbal communication should be minimized because it confuses the receiver regarding
the true intent of the message.
d. Nonverbal communication is a significant part of the communication exchange only when it is
not congruent with the verbal exchange.
ANS: C
Feedback: The role of the leader is to encourage communication that is appropriate and
discourage communication that is inappropriate among staff. The RN's question about the
purpose of this communication helps to determine whether it was appropriate or not. This
, should be clarified before deciding how to proceed. - ANS-An RN is a team leader for a small
module of clients. While listening to a recorded report on a client, one of the team members
remarks, "My mother lives near him, and she says his home life is in chaos." How should the RN
best respond?
a. Politely ask the team member to be quiet.
b. Include the information in report for the next shift.
c. Ask the team member how this information relates to the client's care.
d. Ignore the team member's comment.
ANS: B
Feedback: Nurse-leaders should intervene appropriately when communication problems (in
this case, rumors) arise. It is not particularly important who started the rumor if all staff
members are now privy to it. Direct action is preferred to indirect action, such as
introducing a competing message. Inaction would likely fuel the rumors. - ANS-A hospital is
downsizing, but the RNs have been assured that everyone on the unit will keep their jobs and
that downsizing will occur through normal attrition. Today, the evening
charge nurse reported to the manager that the staff was discussing rumors about mass layoffs.
What is the best approach to take?
a. Tell an informal leader the truth and let the leader spread the news informally.
b. Hold a meeting for all staff members and tell them that the rumor is not true.
c. Ignore the rumor because it will soon pass.
d. Find out who started the rumor and correct the information.
ANS: A
Feedback: Competition and posturing characterize the storming stage. Agreeing on goals
occurs during norming, and these are accomplished during the performing stage. Initial
instructions are given during the forming stage. - ANS-A nurse-manager has recently
established a "best practice committee" at the clinic. Which behavior by the committee members
suggests that it is in the "storming" stage?
a. Members attempt to impress each other with their credentials.
b. The short- and long-term goals for the group are agreed upon.
c. Group members achieve their stated goals.
d. The members receive their instructions and mandate from the manager.
ANS: C
Feedback: Assertive communication allows people to express themselves in direct, honest,
and appropriate ways that do not infringe on another's rights. It is a myth that assertiveness
is "unfeminine," offensive, or confrontational. - ANS-A nurse-manager has a reputation as being
an assertive communicator. How does this manager most likely communicate?
a. Through confrontation and intimidation
b. In an unfeminine way that is clear and direct
c. Directly and honestly, while respecting the rights of others
d. In a clear, but occasionally offensive, manner
