Nursing Now Today Issues Tomorrows Trends 7th Edition by Joseph T. Catalano Test Bank

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Nursing Now Today Issues Tomorrows Trends 7th Edition by Joseph T. Catalano Test Bank

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Chapter 12: Communication, Negotiation, and Conflict Resolution

MULTIPLE CHOICE

1. Identify an important communication difference between men and women.
A) Men have a larger and better-developed vocabulary at an earlier age than women.
B) Women prefer the face-to-face communication style.
C) Men prefer close proximity when communicating important information.
D) Women tend to be more physical when communicating.

ANS: B PTS: 1 DIF: Easy
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Comprehension | Integrated Process: Problem Identification | Client Need: Psychosocial Integrity

2. Which factor contributes most to an 82-year-old clients understanding of the discharge teaching given by a nurse?
A) The client believes he knows all of the information already and is not really paying attention.
B) The client asks so many questions that the nurse loses his or her train of thought.
C) The nurse attempts to communicate at the clients knowledge level.
D) The client believes that asking questions may be perceived as a threat to the nurses authority.

ANS: D PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Intervention | Client Need: Psychosocial Integrity

3. Which behavior would the nurse expect an adult who is the youngest child of several children to display?
A) Assertive and competitive
B) Organized and directive
C) Submissive and quiet
D) Angry and hostile

ANS: A PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Problem Identification | Client Need: Psychosocial Integrity

4. Identify the characteristics required in a person who is able to resolve difficult crises.
A) Has decreased self-esteem and motivation
B) Uses newly developed coping skills to resolve future crises
C) Views the experience as personally destructive
D) Avoids difficult situations in the future

ANS: B PTS: 1 DIF: Easy
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Knowledge | Integrated Process: Planning | Client Need: Psychosocial Integrity

5. What may cause some people to make responses that seem inappropriate or overemotional?
A) The lack of an opportunity to develop coping skills
B) The successful resolution of a crisis situation
C) A group response to a minor situation
D) A mature attitude developed by resolving past crises

ANS: A PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Problem Identification | Client Need: Psychosocial Integrity

6. What function do personal standards fulfill in a persons life?
A) Determining a persons sense of right and wrong
B) Forming the basis for a code of ethics
C) Acting as more specific criteria for behavior
D) Determining how a person responds to individual situations

ANS: C PTS: 1 DIF: Easy
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Knowledge | Integrated Process: Planning | Client Need: Psychosocial Integrity

7. Identify what the act of making a decision based on an analysis of the available information is called.
A) Bias
B) Prejudice
C) Stereotyping
D) Judgment

ANS: D PTS: 1 DIF: Easy
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Comprehension | Integrated Process: Planning | Client Need: Psychosocial Integrity

8. What role does anger play in communication?
A) It is always negative and destructive.
B) It can be used positively to produce change.
C) It should be held in as a controlled rage.
D) It needs to be expressed immediately.

ANS: B PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Problem Identification | Client Need: Psychosocial Integrity

9. Identify an important characteristic of informal norms found in most nursing units.
A) Expressed clearly so that everyone knows what is expected
B) Promulgated through memos
C) Unclear but often used for informal evaluation of work behaviors
D) Logical and well organized

ANS: C PTS: 1 DIF: Easy
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Knowledge | Integrated Process: Problem Identification | Client Need: Psychosocial Integrity

10. What result can be anticipated when nurses do not participate in changes in their work environment?
A) Feelings that the most qualified individuals will make the best decisions
B) A sense of increased security
C) Decreased stress levels because they are not required to perform difficult tasks
D) Feelings of insecurity

ANS: D PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Evaluation | Integrated Process: Evaluation | Client Need: Psychosocial Integrity

11. When does the encoding process of communication take place?
A) The receiver thinks about the information, understands it, and forms an idea based on the message.
B) The receiver responds to the message and gives feedback.
C) The sender sends the message.
D) The message is sent in a way that causes confusion in the receiver.

ANS: A PTS: 1 DIF: Easy
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Knowledge | Integrated Process: Planning | Client Need: Psychosocial Integrity

12. Identify a communication style that involves interpersonal behaviors that permit people to defend and maintain their legitimate rights in a respectful manner that does not violate the rights of others.
A) Submissive
B) Assertive
C) Aggressive
D) Dishonest

ANS: B PTS: 1 DIF: Easy
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Knowledge | Integrated Process: Planning | Client Need: Psychosocial Integrity

13. Which behavior indicates that a nurse who is forced to confront a conflict situation is using a submissive approach to communication?
A) Sets up a one-on-one meeting at a specific time
B) Confronts the other person loudly and in front of an audience
C) Refers the problem to a supervisor
D) Uses the incident as a threat

ANS: C PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Synthesis | Integrated Process: Intervention | Client Need: Psychosocial Integrity

14. A particularly vocal staff nurse on a busy obstetric unit has been complaining to the other nurses about the unit managers preferential treatment of the night-shift nurses. Select the action that the unit manager should take to resolve this problem, which best demonstrates the use of the assertive approach to conflict resolution.
A) Notes that the vocal staff nurse is not intelligent enough to understand the situation, and disregards her comments as worthless
B) Arranges for the transfer of the staff nurse to the night shift
C) Sets up a time and place for a one-on-one meeting with the staff nurse
D) Waits until there is an opportunity to use the incident to confront the staff nurse in front of his or her colleagues

ANS: C PTS: 1 DIF: Hard
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Synthesis | Integrated Process: Intervention | Client Need: Psychosocial Integrity

15. During a discussion between the nurse manager and a staff registered nurse (RN) about the RNs recent erratic performance on the unit, the RN states, After my husband announced that he was leaving me, I thought I was dying. Identify the best response by the nurse manager.
A) Tell me how you were feeling.
B) That was a pretty unrealistic way to feel. There are a lot of fish in the sea.
C) Your personal life should not affect the way you perform your job.
D) You didnt die, did you? You seem okay now.

ANS: A PTS: 1 DIF: Hard
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Application | Integrated Process: Intervention | Client Need: Psychosocial Integrity

16. Which statement by a nurse manager during a staff meeting best demonstrates use of an assertive style of communication?
A) I am the manager and we will do it my way.
B) Im sorry, but your suggestion was useless to solving the problem.
C) I really dont care; do it the way you think is best.
D) You have made some good points, but I have another suggestion.

ANS: D PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Problem Identification | Client Need: Psychosocial Integrity

17. Identify the most important factor in the initial negotiation of a contract.
A) Discussion of the important issues
B) Posturing and showmanship
C) Resolution of key conflicts
D) Lack of willingness to negotiate

ANS: B PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Application | Integrated Process: Evaluation | Client Need: Safe and Effective Care Environment

18. What is usually considered to be an unfair labor practice?
A) Being fired because a physician does not like a nurses attitude
B) Being passed over for a promotion with an explanation of the rationale
C) Being assigned to work five weekends in a row when the policy states that nurses will be required to work as needed
D) Only being allowed 2 weeks of vacation during the first year of work

ANS: A PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Problem Identification | Client Need: Safe and Effective Care Environment

19. Select a practice that is an indication of failure to bargain in good faith.
A) Agreeing to meet at reasonable times
B) Sending individuals to negotiate who cannot make binding decisions
C) Unwillingness to negotiate on all issues
D) Exchanging lists of demands by both sides

ANS: B PTS: 1 DIF: Easy
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Knowledge | Integrated Process: Problem Identification | Client Need: Safe and Effective Care Environment

20. What is the primary role of the Federal Mediation and Conciliation Service?
A) To bring both sides together to work out a settlement
B) To prevent nurses and other health-care groups from going on strike
C) To develop a solution to the conflict that is binding on both sides
D) To force management into accepting the employee demands

ANS: A PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Planning | Client Need: Safe and Effective Care Environment

21. What is the most important advantage that a union has over an Student Nurses Association as a bargaining unit for nurses?
A) The union has a good understanding of the complex needs of the profession.
B) The union has more power as a bargaining unit than an SNA.
C) Unions have skilled representatives with much experience in negotiating contracts.
D) Hospitals and nursing homes are more afraid of unions than SNAs.

ANS: C PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Application | Integrated Process: Planning | Client Need: Safe and Effective Care Environment

22. Identify the most important element to look for in a good contract.
A) Description of the official bargaining group
B) Description of the benefits included in the contract, such as wages, overtime pay, and holidays
C) Description of what is expected of the professional
D) Timeframe for the implementation of the contract

ANS: C PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Application | Integrated Process: Planning | Client Need: Safe and Effective Care Environment

23. What is the most important feature of the shared governance model?
A) Nursing administration retains most of the power over nurses to better regulate practice.
B) Power and authority are transferred to the nursing staff rather than being located primarily in nursing administration.
C) Clients are billed for nursing care as a separate item similar to the way they are billed for physician services.
D) The nursing staff hierarchy structure is similar to the medical staff structure.

ANS: B PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Planning | Client Need: Safe and Effective Care Environment

24. Identify the key element in the fee-for-service model of governance.
A) Clients are billed separately for nursing services.
B) All clients are billed the same amount for nursing services.
C) Nursing care is included in the overall room bill sent to the client.
D) A functional nursing model is required to implement fee for service.

ANS: A PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Planning | Client Need: Safe and Effective Care Environment

COMPLETION

1. Fill in the blanks with the correct word(s) to complete the following statement:
If mediation fails, the Federal Mediation and Conciliation Service may appoint a _______________ _______________ to investigate the conflict and make recommendations.

ANS: fact-finding-panel

PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Planning | Client Need: Safe and Effective Care Environment

2. Fill in the blank with the correct word(s) to complete the following statement:
Depending on how it is channeled, expressed, and used, ______________ can be a positive or negative force within the group.

ANS: competition

PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Planning | Client Need: Psychosocial Integrity

MULTIPLE RESPONSE

1. Select all of the items that are found in a good contract.
A) Description of the official collective bargaining group
B) Statement outlining the objectives of both management and employees
C) Description of grievance procedures
D) List of all the employees covered by the contract
E) List of what is expected of the professional

ANS: A, B, C, E PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Planning | Client Need: Safe and Effective Care Environment

2. Select all of the items that constitute barriers to clear communication.
A) Retaliation
B) Desire for power
C) Comfort
D) Increased Knowledge
E) Preoccupation

ANS: A, B, E PTS: 1 DIF: Medium
TOP: Communication, Negotiation, and Conflict Management
KEY: Cognitive Domain: Analysis | Integrated Process: Problem Identification | Client Need: Psychosocial Integrity

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