Deck 19: Effective Communication and Conflict Resolution

Question 1

A patient's spouse was just diagnosed with lung cancer although there was no history of tobacco use.The spouse states,"I am so mad.How can you get cancer without smoking?" Which statement by the nurse represents empathy?

A) "Research is identifying many risk factors for cancer besides smoking."
B) "I understand how you could feel angry about the diagnosis."
C) "He is still a good husband."
D) "Why do you think he got cancer?"

Answer 1

"I understand how you could feel angry about the diagnosis."

Question 2

A nurse is preparing an exercise program as part of a health promotion program for older adults with osteoporosis.Which question would retrieve the most valuable information about health practices?

A) "Do you exercise?"
B) "Do you like to exercise?"
C) "When do you exercise?"
D) "What exercise practices do you participate in?"

Answer 2

"What exercise practices do you participate in?"

Question 3

A nurse is listening to a patient's apical heart rate.The patient asks,"Is everything okay?" The nurse says nothing and shrugs her shoulders.The nurse is demonstrating what form of negative communication?

A) Ad Hominem Abusive
B) Filtration
C) Blocking
D) False assurance

Answer 3

Blocking

Question 4

An RN is consistently late to work,causing reassignment of patient care and the need for repeated shift reports.The nurse,who receives a warning for repeated tardiness,states,"My husband left me,I have no car,no family close by,and the bus is always late,which makes me late.The nurse manager doesn't care how hard I try to get here,and I am raising a child by myself." The nurse is using which type of logical fallacy?

A) Appeal to emotion
B) Appeal to tradition
C) Hasty generalization
D) Confusing cause and effect

Question 5

In today's world of fast,effective communication,what is the most commonly used means of societal communication?

A) Facial expression
B) Spoken word
C) Written messages
D) Electronic messaging

Question 6

A teenage patient is using earphones to listen to hard rock music and is making gestures in rhythm to the music.The nurse assesses the amount of urine output in the Foley catheter and leaves the room.What communication technique is demonstrated in both situations?

A) Blocking
B) Filtration
C) Empathy
D) False assurance

Question 7

Which statement accurately describes communication?

A) The components of communication are mutually exclusive.
B) Communication is linear.
C) Communication involves only the sender and the receiver;everything else is superficial.
D) When the receiver becomes the sender,the subcomponent of communication that is in use is feedback.

Question 8

A nurse gives phenytoin intravenously with lactated Ringer's solution containing multivitamins.The drug precipitates and obstructs the only existing line.When the team leader informs the nurse that these drugs cannot be mixed,the nurse states,"You've disliked me since I refused to switch my vacation time last month." Which type of logical fallacy has influenced the nurse?

A) Ad hominem abusive
B) Appeal to common practice
C) Red herring
D) Appeal to tradition

Question 9

Which nurse is demonstrating a common,productive conflict resolution style?

A) The nurse who does not express feelings or ideas that conflict with those of the administration
B) The nurse who states," If I cover for you this weekend will you cover for me the weekend before my vacation?"
C) The nurse overheard saying,"There is no use fighting this;one solution is as good as another."
D) The nurse who regularly insists they have the most insight into the problem being discussed.

Question 10

An older adult is unable to reach the telephone and is found dead at home several hours later.The son of the deceased person arrives at the hospital and asks,"Can I just please stay and hold my dad's hand? He was so afraid of dying alone." Which response by the nurse shows empathy?

A) "Of course,you can.I'll let you know when the funeral home is here to transport his body."
B) "It must be very hard to know he died alone."
C) "I'll close the door so you can spend time with your dad.I will check back in a few minutes."
D) "I lost my dad last year.He died alone.He was a policeman.I am just like you.Let me stay here and console you."

Question 11

A nurse wants to apply open communication to obtain a thorough history and to determine cognitive function.Which question represents the use of open communication?

A) Is today Wednesday?
B) Do you know what day it is?
C) Tell me what day of the week today is.
D) Do you know what the first day of the week is?

Question 12

A licensed practical nurse (LPN)has been practicing for 25 years on a unit where a newly graduated RN with a bachelor's degree is hired.Before the RN arrives on the unit,the LPN is heard saying,"She'll try to tell everyone what to do because she makes more money.She'll sit at the desk and let us do all the work." This is an example of what communication associated process?

A) Interpretation
B) Context
C) Precipitating event
D) Preconceived idea

Question 13

When considering online communication etiquette,which nurse demonstrates a primary rule that should be adhered to by all?

A) "My friend's wedding was lovely and anyone wanting to see pictures can view them on my website."
B) "I'm not familiar with the details so I'm not going to get into the discuss of whose right or wrong."
C) "My cousin's prom dress costed $3,000 and worth every penny her parents spent on it."
D) "I got this information at the workshop I attended last month;I'm posting the power points for everyone to review."

Question 14

A male nurse hired to work in the emergency department is observed throwing a contaminated needle into the trash can.The team leader reprimands the nurse for not appropriately disposing of sharps.The nurse states,"You don't care that I threw the needle in the trash.You just want an all-female staff," putting the team leader in a defensive position.This communication technique is referred to by what term?

A) Straw man
B) Red herring
C) Slippery slope
D) Confusing cause and effect

Question 15

During a health history interview,the nurse listens to a patient relating the precipitating events that led to the onset of chest pain.She focuses her attention on the patient,makes eye contact,and acknowledges what the patient has to say.The nurse is exhibiting what communication technique?

A) Assertive communication
B) Active listening
C) Empathy
D) Passive communication

Question 16

A new mother is experiencing pain after delivering an infant with Down syndrome.The staff nurse states,"I don't think she is really hurting.Let the next shift give the pain medication." The team leader notices the staff nurse looks agitated and anxious and asks about any concerns in providing care to this new mom.The staff nurse admits having a stillborn infant with Down syndrome.This is an example of which component of communication?

A) Personal perception
B) Past experiences
C) Filtration
D) Preconceived idea

Question 17

The nurse caring for a patient states,"Your blood pressure is dangerously high.Are you taking antihypertensive medicine?" The patient states,"I can't afford my medicine.I have no insurance." The nurse states "I feel really sorry for that patient.I wish it wasn't against policy to give her money." The nurse wants to help and places a note on Facebook that any donations would be appreciated to help a waitress who works at the cafeteria next door to the hospital buy her medications.The nurse posts that "She was so sick last evening when she came to the ED.I can't believe they don't provide insurance.I can't give her money but you all can help." This nurse's action has what possible outcome?

A) Showing empathy and if she lets the patient know the money is not from her,she is not violating any social media guidelines.
B) Increasing the risk for HIPAA violations
C) No legal risk since she has properly followed policy and protected the patient by not using her name.
D) The nurse is demonstrating the logical fallacy of slippery slope.

Question 18

What situation demonstrates a nurse engaging in active listening?

A) While assessing the patient's vital signs,the nurse records the data and states,"You are improving,your vital signs are normal."
B) Eye contact is maintained while focusing on the patient as the patient describes the current pain level and location.
C) The nurse states,"I know how you feel,I recently lost my father and I am still hurting."
D) The nurse has cultural values that are in opposition to the patient but shares that "I agree with your decision to use herbs rather than the prescribed medications."

Question 19

Which component of an e-mail shown below would be both effective and concise?

A) Subject: A short concise subject line: Meeting.
B) Body: I would like you to answer these questions before the next meeting: Where would you like to meet? Do you want all the staff to attend? Can we serve refreshments? What is one goal for our unit?
C) Body: Dear Staff,As you know,each department must reduce staff by 2%.We will need to discuss how to inform unlicensed staff about the downsizing efforts of the hospital.
D) Body: The next staff meeting is scheduled for Tuesday,January 19,at 5 PM in the first-floor auditorium.Please send items for the agenda.
Sally Smith,MSN,RN,[e-mail] or ext.5582.

Question 20

A nurse who was recently certified in chemotherapy administration fails to check compatibility of phenytoin before injecting into a continuous infusion of D₅W leading to occlusion of the line.Which statement by the nurse demonstrates a red herring?

A) The nurse is upset and states,"I am sure I have injected this before without a problem" and the supervisor interprets this to mean the nurse often take shortcuts.
B) The nurse states,"You are just upset because I am certified in chemotherapy administration and you are not."
C) "The nurse who started the IV didn't get a blood return but determined the IV was the patient's-that is the problem."
D) "This drug always occludes the line because it is so viscous."

Question 21

A nurse is asked to "float" to another area where the patients require total care.The nurse smiles,picks up her stethoscope,and says,"I'll come back and eat lunch with everyone here." When she enters the elevator she hits the wall and mutters,"Always me.Don't I have any rights"? The nurse is demonstrating which communication style?

A) Assertive
B) Aggressive
C) Passive
D) Passive-aggressive

Question 22

A nurse is overhead saying,"I don't mind working during the election and holiday.My parents are divorced,money is tight,and honestly,I don't trust any politicians anyway.I plan to take a few weeks off next month." She works independently to research strategies to improve patient-centered care for the large number of immigrants that arrived in the area and then works with the team to share ideas.She recommends,"Let's think the suggestions over and come back together next week." This nurse's communication style is consistent with which generation?

A) Baby Boomers
B) Traditionalist
C) Generation X
D) Millenniums

Question 23

A group of nurses are meeting to decide how to staff the upcoming holidays.Each of the four members freely expresses thoughts about fair staffing but is willing to listen to other thoughts and reconsider their first recommendations.The nurses are avoiding conflict and supporting professional communication through implementation of what communication technique?

A) Empathy
B) Positiveness
C) Supportiveness
D) Accommodation

Question 24

The healthiest form of communication is the ________ style.