DIRECTING AND CONTROLLING EXAM QUESTIONS WITH CORRECT ANSWERS

DIRECTING AND CONTROLLING EXAM QUESTIONS WITH CORRECT ANSWERS • Lines of Communication a) - higher to lower level. Traditional type, from superior to subordinate b) - lower level mgt. to higher. In form of feedback, from subordinate that goes upward c) - between hierarchal levels. Lateral communication that flows between peers, personnel or departments d) - deals with info that flows from caregivers to the patients, their families & relatives, visitors - Answer-a. Downward b. Upward c. Horizontal d. Outward Types of Communication 1-3. - Answer-1. Verbal Communication 2. Written Communication 3. Non-verbal Communication • An informal communication network. • It flows haphazardly between people at all hierarchal levels. It involves 3-4 people at a time. • Subject to error and distortion. The sender has little accountability for the message. - Answer-Grapevine communication • Types of Non-verbal Communication 1. - the appearance of a person gives the general impression of his personality and self concept. Nurses should always appear neat and clean. (proper decorum)They must carry their uniforms with pride and dignity. - Answer-1. Personal appearance 2. - the intonation of the nurses' voice should be soft and gentle. It should not be irritating to the ear. - Answer-2. Intonation of the voice 3. - a friendly smile establishes immediate rapport with the client and invites trust and confidence in the nurse. - Answer-3. Facial expression 4. - the nurse's posture and gait indicate his physical wellness, his emotions, and attitude towards his clients. - Answer-4. Posture and gait 5. - touch is a way of caring. A gentle touch conveys a caring person. A rough person indicates insensitivity to the patients and unresponsiveness to their needs. - Answer-5. Touch • Modes of Communication used by Managers a) Written communication- electronic mail, memo b) Face to face communication- oral, direct c) Non- verbal- includes facial expression, body language d) Telephone- rapid & allows the receiver to clarify messages at the time it is given. - Answer-... • A natural inevitable conditions and often a pre-requisite to change. • A consequence of real or perceived differences in goals, values, ideas, attitudes, beliefs, feelings and actions. - Answer-Conflict