GA PGM LEVEL ONE CUSTOMER RELATIONS
TEST BANK 2026 BUNDLED QUESTIONS AND
ACCURATE ANSWERS
▶ 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.
▶ Which behavior demonstrates effective active listening by a charge
nurse? Answer: Active listening and direct eye contact convey interest in
understanding nursing assistants' perspectives, which is essential for
effective communication.
▶ What is the recommended approach for providing negative feedback to
nursing assistants? Answer: Constructive negative feedback should be
specific, objective, and delivered close to the event, rather than being
emotional or delayed until annual reviews.
▶ What is the primary responsibility of first-line leaders such as LPNs in
long-term care or community settings? Answer: First-line leaders supervise
nursing assistants in long-term care or community settings, ensuring
effective team management.
▶ Which best describes the function of a mission statement in a healthcare
organization? Answer: A mission statement defines an organization's
purpose, values, and norms, guiding its operations and culture.
TEST BANK 2026 BUNDLED QUESTIONS AND
ACCURATE ANSWERS
▶ 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.
▶ Which behavior demonstrates effective active listening by a charge
nurse? Answer: Active listening and direct eye contact convey interest in
understanding nursing assistants' perspectives, which is essential for
effective communication.
▶ What is the recommended approach for providing negative feedback to
nursing assistants? Answer: Constructive negative feedback should be
specific, objective, and delivered close to the event, rather than being
emotional or delayed until annual reviews.
▶ What is the primary responsibility of first-line leaders such as LPNs in
long-term care or community settings? Answer: First-line leaders supervise
nursing assistants in long-term care or community settings, ensuring
effective team management.
▶ Which best describes the function of a mission statement in a healthcare
organization? Answer: A mission statement defines an organization's
purpose, values, and norms, guiding its operations and culture.
