CNML 2027 ANSWERS AND QUESTIONS SET A+
✔✔Benner's Stages of Nursing Development - ✔✔Novice, Advanced Beginner,
Competent, Proficient, Expert
✔✔Communication and Errors - ✔✔80% of patient errors are related to communication
✔✔Negative Employees - ✔✔Involve them on task forces and Shared Gov so their
voice can be heard and focus on solutions
✔✔Medical Error - ✔✔Adverse or near miss event that is preventable given current
medical knowledge
✔✔Benchmarking - ✔✔Comparing practice/scores/results to the best standard either
internally, with competitors, with functional/generic businesses; part of Total Quality
Management
✔✔Total Quality Management (TQM) - ✔✔Business focused on high-quality, continuous
improvement, satisfying customers, and expecting employees to performance with
excellence because they care about quality/mission/QI; commitment to quality,
empowering employees, using facts to make decisions, continuous improvement, and
focusing on customers - multi-disciplinary; lots of perspectives
✔✔Systems Theory - ✔✔Idea that behavior and actions are related to the system so
errors are related to the system too; must understand how the parts of a system relate
to each other
✔✔Learning Organization - ✔✔Change, adaptation, and learning are foundations of a
workplace culture
✔✔Kuhn Theory on Change - ✔✔People resist change who are more closely tied to the
history; people want to do things the way they are used to doing them
✔✔Words Absorbed with Communication - ✔✔Only 7% of communication is the words!
, ✔✔Running Effective Meetings - ✔✔Determine what should be face-to-face; have a
value-added agenda; keep it short if not a lot on the agenda; get employee input on
agenda items; specific items; stick to time
✔✔Optimists and Change - ✔✔They reframe change events as opportunities to try
something new, rebuild, or understand that they have succeeded in the past so will
again
✔✔Bridges' Ending Phase of Change - ✔✔Something new is coming so staff mourn
what they will leave behind; managers should spend time listening and give info to staff
as they adjust
✔✔Bridges' Beginning Phase of Change - ✔✔Just go out and start!
✔✔Bridges' Neutral Zone of Change - ✔✔Staff anxieties rise, motivation falls, old
weaknesses emerge; communication suffers
✔✔Effective Teams - ✔✔Based on trust, embrace conflict, committed, accountable, and
pay attention to results
✔✔Disruptive Innovators - ✔✔Staff who introduce new ideas, products, or processes for
improvement but disrupt current flow/equilibrium
✔✔Keys to Rapid Change - ✔✔Can you put some changes off?
Create a transition team
✔✔Keys to Morale Issues - ✔✔Get Shared Governance; ask employees; walking
rounds with staff (walking rounds or rounding for outcomes)
✔✔Stages of Team Conflict - ✔✔Forming, storming, norming, and performing
✔✔Disaster Training - ✔✔Staff at front-line need to know how to deal with crisis in the
moment
✔✔Stages of Situational Leadership - ✔✔Directing, Coaching, Supporting, and
Delegating
✔✔Occupational Safety & Health Administration (OSHA) - ✔✔Develops standards,
creates regulations, inspects for compliance, and cite noncompliance of work healthy &
safety; federal agency; work places must keep records of illnesses/accidents & report
them
✔✔Benner's Stages of Nursing Development - ✔✔Novice, Advanced Beginner,
Competent, Proficient, Expert
✔✔Communication and Errors - ✔✔80% of patient errors are related to communication
✔✔Negative Employees - ✔✔Involve them on task forces and Shared Gov so their
voice can be heard and focus on solutions
✔✔Medical Error - ✔✔Adverse or near miss event that is preventable given current
medical knowledge
✔✔Benchmarking - ✔✔Comparing practice/scores/results to the best standard either
internally, with competitors, with functional/generic businesses; part of Total Quality
Management
✔✔Total Quality Management (TQM) - ✔✔Business focused on high-quality, continuous
improvement, satisfying customers, and expecting employees to performance with
excellence because they care about quality/mission/QI; commitment to quality,
empowering employees, using facts to make decisions, continuous improvement, and
focusing on customers - multi-disciplinary; lots of perspectives
✔✔Systems Theory - ✔✔Idea that behavior and actions are related to the system so
errors are related to the system too; must understand how the parts of a system relate
to each other
✔✔Learning Organization - ✔✔Change, adaptation, and learning are foundations of a
workplace culture
✔✔Kuhn Theory on Change - ✔✔People resist change who are more closely tied to the
history; people want to do things the way they are used to doing them
✔✔Words Absorbed with Communication - ✔✔Only 7% of communication is the words!
, ✔✔Running Effective Meetings - ✔✔Determine what should be face-to-face; have a
value-added agenda; keep it short if not a lot on the agenda; get employee input on
agenda items; specific items; stick to time
✔✔Optimists and Change - ✔✔They reframe change events as opportunities to try
something new, rebuild, or understand that they have succeeded in the past so will
again
✔✔Bridges' Ending Phase of Change - ✔✔Something new is coming so staff mourn
what they will leave behind; managers should spend time listening and give info to staff
as they adjust
✔✔Bridges' Beginning Phase of Change - ✔✔Just go out and start!
✔✔Bridges' Neutral Zone of Change - ✔✔Staff anxieties rise, motivation falls, old
weaknesses emerge; communication suffers
✔✔Effective Teams - ✔✔Based on trust, embrace conflict, committed, accountable, and
pay attention to results
✔✔Disruptive Innovators - ✔✔Staff who introduce new ideas, products, or processes for
improvement but disrupt current flow/equilibrium
✔✔Keys to Rapid Change - ✔✔Can you put some changes off?
Create a transition team
✔✔Keys to Morale Issues - ✔✔Get Shared Governance; ask employees; walking
rounds with staff (walking rounds or rounding for outcomes)
✔✔Stages of Team Conflict - ✔✔Forming, storming, norming, and performing
✔✔Disaster Training - ✔✔Staff at front-line need to know how to deal with crisis in the
moment
✔✔Stages of Situational Leadership - ✔✔Directing, Coaching, Supporting, and
Delegating
✔✔Occupational Safety & Health Administration (OSHA) - ✔✔Develops standards,
creates regulations, inspects for compliance, and cite noncompliance of work healthy &
safety; federal agency; work places must keep records of illnesses/accidents & report
them
