CNML & NE-BC study exam questions &
answers
What is the purpose of a job description? - ANSWERSA 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? -
ANSWERSExpediting 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? - ANSWERSWhen 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? - ANSWERSThe 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? - ANSWERSGood 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? - ANSWERSDisruptive 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? - ANSWERSFirst 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. - ANSWERSMehrabian (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? -
ANSWERSStudies 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? - ANSWERSRumors 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? - ANSWERSRumors 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? - ANSWERSThe 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? - ANSWERSHighly 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? - ANSWERSThe 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? - ANSWERSPhysician-
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? - ANSWERSCrucial
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.
answers
What is the purpose of a job description? - ANSWERSA 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? -
ANSWERSExpediting 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? - ANSWERSWhen 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? - ANSWERSThe 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? - ANSWERSGood 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? - ANSWERSDisruptive 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? - ANSWERSFirst 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. - ANSWERSMehrabian (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? -
ANSWERSStudies 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? - ANSWERSRumors 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? - ANSWERSRumors 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? - ANSWERSThe 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? - ANSWERSHighly 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? - ANSWERSThe 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? - ANSWERSPhysician-
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? - ANSWERSCrucial
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.
