CNML & NE-BC Training Exam
Questions And All Correct Answers.
What is the purpose of a job description? - Answer A job description outlines the job duties to a
potential or new employee, explains the boundaries of the scope of practice, and provides direction for
the new employee about what performance measures will be assessed at evaluation time.
Why should you avoid starting new staff before they attend general orientation? - Answer Expediting
an employee orientation is not a good idea because general orientation provides an opportunity to
connect the employee with the mission, vision, and values of the larger organization. General orientation
also provides safety topics and opportunities to make connections which can help them in the future.
What is the best way to give feedback to an employee who tends to be defensive and confrontational? -
Answer When giving feedback to an employee who tends to be defensive and confrontational it is best
to review the employee performance guidelines, have the meeting in a safe location, perhaps include a
witness, and focus specifically on the employee's performance issues.
What are the challenges of communication in the workplace? - Answer The challenges of workplace
communication are that people tend to look for differences rather than similarities. People tend to judge
others based on what they assume is their intent, and people tend to avoid engaging in potentially tense
interactions.
Why is communication in the workplace so important? - Answer Good communication is important
because 80% of patient errors are related to communication breakdowns (Institute of Medicine, 2004).
People often know there is a problem but do not know how to communicate it to others who can resolve
the situation.
What is disruptive innovation? - Answer Disruptive innovation (Christensen, Bohmer, & Kenagy, 2000) is
any action that disrupts an existing way of doing something. The term can be used to describe a problem
but do not know how to communicate it to others who can resolve the situation.
Why is it important how a candidate dresses for an interview? - Answer First impressions influence the
interviewer when conducting an interview. Unprofessional and inappropriate attire may be an indication
of poor judgement by the candidate however; there may be a reason, which you will not know unless
you ask the candidate. You should try not to be distracted by the nurses attire an focus on her resume,
,experience, skills, and answers. Ask the candidate behavioral interviewing questions including how she
dresses for different settings.
How important are the words in communication. - Answer Mehrabian (1981) suggested that in volatile
situations people only hear 7% of the words that are being said. The other 55% of communication is
body language and 38% the tone.
Why is face-to-face communication important to certain types of communication? - Answer Studies
have shown that body language (55%) and tone (38%) have a huge impact on communication in volatile
situations (Mehrabian, 1981). Based on that data, as a leader you should consider that your tone and
body language might have a great impact on your employees than what you actually say, word-wise.
Why are rumors and gossip dangerous? - Answer Rumors and gossip are dangerous in organizations
because of their effect on teamwork and morale. Gossip is generally assumed to have some piece of
factual basis, however in order to be believed the parties must suspend disbelief and recognition of any
contradictory information that exists in order to perpetuate the story. Rumors and gossip can be harmful
when they translate into inaccurate information and innuendo, which can lower trust, morale,
undermine productivity, discourage support for institutional initiatives, and block good news.
Why do people engage in spreading rumors and gossip? - Answer Rumors tend to increase when
members of a group have limited control over events, where there is a poor organizational climate,
mistrust of formal communication, lines, uncertainty about change, and high levels of competition
(Michelson & Mouly, 2002). Rumors help the participants to reduce chaos and uncertainty in their own
mind by defining and explaining the situation. Rumor spreading may actually be a manifestation of
deeper feelings of guilt, ambivalence, and the desire for dominance and power over others through the
control of valuable information.
What are the best ways to reduce rumors and gossip? - Answer The best ways to reduce rumors and
gossip is to have a staff meeting with all the staff, discuss the issue, then develop a task force to come up
with some solutions including a no-tolerance policy for spreading rumors and gossip. The leader should
recognize the harmful effects of rumors and gossip; that is probably is a violation of the organization's
rules of employee conduct, which may need to be addressed with disciplinary action depending on the
severity of the infraction.
How do highly effective people communicate? - Answer Highly effective people (Covey, 1990) seek first
to understand the other person, before they try to explain their position on the issue.
, Whats is the best way to address employee disputes, as a manager? - Answer The best approach to
employee disputes is to listen to both sides of the story, ask the employees to think of an acceptable
solution where they both could win (Covey, 1990). Then ask them for suggested creative solutions where
they both could be satisfied with the outcome.
What are the dynamics that impact on physician-nurse relationships? - Answer Physician-nurse
relationships are impacted by a variety of factors including: Gender differences, patterns in the
organizational culture of how people relate too each other, and perceptions of hierarchy such as
physicians should be in charge.
What are ways of increasing dialogue in crucial communication situations? - Answer Crucial
Conversations is a model for communication based upon the concept of increasing dialogue on a team
(Patterson, et al, 2002) Dialogue is increased by creating a safe environment for communication; working
toward mutual purpose and respect; and increasing the pool of shared meaning about the situation.
What is the purpose of rounding for outcomes? - Answer Rounding for outcomes involves having staff
go in the patient room at regular intervals and asking specific questions. It helps to provide a safe
environment for patients and families by allowing them to provide feedback on their care experience.
What is SBAR? - Answer SBAR is s communications tool primarily used to improve nurse-physician
communication. The initials stand for:
Situation: Who else is involved? What's going on?
Background: Briefly explain everything leading up to the situation.
Assessment: What do you think is going on?
Recommendation: What do you think should be done and by when?
What is the best way to address a nurse who refuses to float to another unit because she says she has no
experience caring for that patient population and does not want to risk losing her license? - Answer
The best response by the charge nurse to a nurse who refuses to float to another unit would be to talk to
the nurse about her concerns. Then ask the other unit what types of support they will provide the nurse.
Make sure the nurse will be working safely is she goes to the other unit.
What would you do first if one of your nurses was uncooperative when she floated to another unit? -
Answer The first thing for the manager to do if a nurse was uncooperative when floating to another
unit would be to talk to the nurse and ask her version of what happened.
Questions And All Correct Answers.
What is the purpose of a job description? - Answer A job description outlines the job duties to a
potential or new employee, explains the boundaries of the scope of practice, and provides direction for
the new employee about what performance measures will be assessed at evaluation time.
Why should you avoid starting new staff before they attend general orientation? - Answer Expediting
an employee orientation is not a good idea because general orientation provides an opportunity to
connect the employee with the mission, vision, and values of the larger organization. General orientation
also provides safety topics and opportunities to make connections which can help them in the future.
What is the best way to give feedback to an employee who tends to be defensive and confrontational? -
Answer When giving feedback to an employee who tends to be defensive and confrontational it is best
to review the employee performance guidelines, have the meeting in a safe location, perhaps include a
witness, and focus specifically on the employee's performance issues.
What are the challenges of communication in the workplace? - Answer The challenges of workplace
communication are that people tend to look for differences rather than similarities. People tend to judge
others based on what they assume is their intent, and people tend to avoid engaging in potentially tense
interactions.
Why is communication in the workplace so important? - Answer Good communication is important
because 80% of patient errors are related to communication breakdowns (Institute of Medicine, 2004).
People often know there is a problem but do not know how to communicate it to others who can resolve
the situation.
What is disruptive innovation? - Answer Disruptive innovation (Christensen, Bohmer, & Kenagy, 2000) is
any action that disrupts an existing way of doing something. The term can be used to describe a problem
but do not know how to communicate it to others who can resolve the situation.
Why is it important how a candidate dresses for an interview? - Answer First impressions influence the
interviewer when conducting an interview. Unprofessional and inappropriate attire may be an indication
of poor judgement by the candidate however; there may be a reason, which you will not know unless
you ask the candidate. You should try not to be distracted by the nurses attire an focus on her resume,
,experience, skills, and answers. Ask the candidate behavioral interviewing questions including how she
dresses for different settings.
How important are the words in communication. - Answer Mehrabian (1981) suggested that in volatile
situations people only hear 7% of the words that are being said. The other 55% of communication is
body language and 38% the tone.
Why is face-to-face communication important to certain types of communication? - Answer Studies
have shown that body language (55%) and tone (38%) have a huge impact on communication in volatile
situations (Mehrabian, 1981). Based on that data, as a leader you should consider that your tone and
body language might have a great impact on your employees than what you actually say, word-wise.
Why are rumors and gossip dangerous? - Answer Rumors and gossip are dangerous in organizations
because of their effect on teamwork and morale. Gossip is generally assumed to have some piece of
factual basis, however in order to be believed the parties must suspend disbelief and recognition of any
contradictory information that exists in order to perpetuate the story. Rumors and gossip can be harmful
when they translate into inaccurate information and innuendo, which can lower trust, morale,
undermine productivity, discourage support for institutional initiatives, and block good news.
Why do people engage in spreading rumors and gossip? - Answer Rumors tend to increase when
members of a group have limited control over events, where there is a poor organizational climate,
mistrust of formal communication, lines, uncertainty about change, and high levels of competition
(Michelson & Mouly, 2002). Rumors help the participants to reduce chaos and uncertainty in their own
mind by defining and explaining the situation. Rumor spreading may actually be a manifestation of
deeper feelings of guilt, ambivalence, and the desire for dominance and power over others through the
control of valuable information.
What are the best ways to reduce rumors and gossip? - Answer The best ways to reduce rumors and
gossip is to have a staff meeting with all the staff, discuss the issue, then develop a task force to come up
with some solutions including a no-tolerance policy for spreading rumors and gossip. The leader should
recognize the harmful effects of rumors and gossip; that is probably is a violation of the organization's
rules of employee conduct, which may need to be addressed with disciplinary action depending on the
severity of the infraction.
How do highly effective people communicate? - Answer Highly effective people (Covey, 1990) seek first
to understand the other person, before they try to explain their position on the issue.
, Whats is the best way to address employee disputes, as a manager? - Answer The best approach to
employee disputes is to listen to both sides of the story, ask the employees to think of an acceptable
solution where they both could win (Covey, 1990). Then ask them for suggested creative solutions where
they both could be satisfied with the outcome.
What are the dynamics that impact on physician-nurse relationships? - Answer Physician-nurse
relationships are impacted by a variety of factors including: Gender differences, patterns in the
organizational culture of how people relate too each other, and perceptions of hierarchy such as
physicians should be in charge.
What are ways of increasing dialogue in crucial communication situations? - Answer Crucial
Conversations is a model for communication based upon the concept of increasing dialogue on a team
(Patterson, et al, 2002) Dialogue is increased by creating a safe environment for communication; working
toward mutual purpose and respect; and increasing the pool of shared meaning about the situation.
What is the purpose of rounding for outcomes? - Answer Rounding for outcomes involves having staff
go in the patient room at regular intervals and asking specific questions. It helps to provide a safe
environment for patients and families by allowing them to provide feedback on their care experience.
What is SBAR? - Answer SBAR is s communications tool primarily used to improve nurse-physician
communication. The initials stand for:
Situation: Who else is involved? What's going on?
Background: Briefly explain everything leading up to the situation.
Assessment: What do you think is going on?
Recommendation: What do you think should be done and by when?
What is the best way to address a nurse who refuses to float to another unit because she says she has no
experience caring for that patient population and does not want to risk losing her license? - Answer
The best response by the charge nurse to a nurse who refuses to float to another unit would be to talk to
the nurse about her concerns. Then ask the other unit what types of support they will provide the nurse.
Make sure the nurse will be working safely is she goes to the other unit.
What would you do first if one of your nurses was uncooperative when she floated to another unit? -
Answer The first thing for the manager to do if a nurse was uncooperative when floating to another
unit would be to talk to the nurse and ask her version of what happened.
