CNML & NE-BC STUDY EXAM
QUESTIONS AND ANSWERS
What is the purpose of a job description? - Correct Answers -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? -
Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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. - Correct Answers -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? -
Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers
-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? - Correct Answers
-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? - Correct
Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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.
What would be the first thing for a charge nurse to do if a nursing assistant was accused
of sleeping on the night shift? - Correct Answers -If the charge nurse was told a nursing
assistant was sleeping when she was suppose to be doing a 1:1 observation she or he
should remove the employee from the situation. The place them on administrative leave
pending an investigation as to what happened.
QUESTIONS AND ANSWERS
What is the purpose of a job description? - Correct Answers -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? -
Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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. - Correct Answers -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? -
Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers
-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? - Correct Answers
-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? - Correct
Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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? - Correct Answers -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.
What would be the first thing for a charge nurse to do if a nursing assistant was accused
of sleeping on the night shift? - Correct Answers -If the charge nurse was told a nursing
assistant was sleeping when she was suppose to be doing a 1:1 observation she or he
should remove the employee from the situation. The place them on administrative leave
pending an investigation as to what happened.
