Deck 14: Communicating Effectively

Question 1

How should the nurse communicate with a toddler?

A)Talk to the child as an adult so as not to baby the child.
B)Speak only to the parents because small children are not capable of communicating their needs.
C)Use both verbal and nonverbal techniques to adequately assess the child.
D)Allow the parents to communicate for the child.

Answer 1

Use both verbal and nonverbal techniques to adequately assess the child.

Question 2

When the nurse enters the room,the adult client is agitated and cursing.How should the nurse respond to this situation?

A)Ignore the behavior and don't speak to the client.
B)Address the client by name and state,"You must stop behaving in this way."
C)Leave the room as the client may be dangerous.
D)Address the client by name,stating "You seem upset.Would you like to talk?"

Answer 2

Address the client by name,stating "You seem upset.Would you like to talk?"

Question 3

What component of the communication process is the source encoder?

A)The context of the message
B)The message sender
C)The receiver of the message
D)The channel

Answer 3

The message sender

Question 4

Healthcare documentation is used for which purposes? (Select all that apply. )

A)Research
B)Reimbursement
C)Education
D)Replication in other records
E)Healthcare analysis

Question 5

The nurse sends an e-mail to the unit manager requesting a vacation day.The manager does not answer the e-mail and schedules the wrong day.Has a response to the original message occurred?

A)Yes;when the day was scheduled,the response occurred.
B)Yes;the action of not sending a reply to the e-mail was the response.
C)No;this scenario required an e-mail reply as a response.
D)No;the action taken has to be correct in order for a response to occur.

Question 6

The nurse frequently discusses personal,sensitive topics with clients of both genders.How should the nurse proceed in these conversations?

A)Understand that females use communication to establish independence and status.
B)Be assured that there is no difference between men and women in communication.
C)Women are always more emotional in such conversations than are men.
D)Males and females tend to communicate differently.

Question 7

The nurse is caring for a client who took a drug overdose.The client complains about discomfort from the insertion of a nasogastric tube.The nurse says,"That is what you get for taking those pills." This statement is an example of which communication barrier?

A)Passing judgment
B)Giving common advice
C)Rejecting
D)Testing

Question 8

The nurse enters the client's room and asks the client a from the doorway.What distance is this considered?

A)Public
B)Social
C)Personal
D)Intimate

Question 9

What is included in intrapersonal communication?

A)Exchange of information
B)Two or more people
C)Rapport
D)Knowledge

Question 10

What is the best definition of communication?

A)The verbal message transmitted between two people
B)Nonverbal interactions between two or more people
C)Any means of exchanging information between two or more people
D)Any means of exchanging information or feelings between two or more people

Question 11

What is included in health communication? (Select all that apply. )

A)Health promotion
B)Disease prevention
C)Any health message
D)Healthcare policy
E)The business of health care

Question 12

What is the denotative meaning of a word?

A)The meaning of the word,regardless of language.
B)The way a word is generally used by people who share a common language.
C)The definition of the word as listed in a commonly referenced dictionary.
D)The meaning of the word as derived from one's personal experience.

Question 13

A client was admitted after being injured in a fight outside a bar.The nurse asks,"Why were you in a bar?" This is an example of which barrier to therapeutic communication?

A)Challenging
B)Rejecting
C)Stereotyping
D)Probing

Question 14

The nurse documents that the client's communication is congruent.What does this indicate?

A)The client's communication is therapeutic.
B)The client's nonverbal behaviors match the verbal message.
C)Nonverbal behaviors are expressed more strongly than the verbal message.
D)The verbal message is more important than the nonverbal message.

Question 15

What does the term channel mean when associated with the communication process?

A)The method selected to convey the message
B)The information or feelings to be transmitted
C)The aural message
D)The originator of the message

Question 16

During a customer service meeting,a nurse says,"There are many connotations to the word customer." What does this statement mean?

A)The word is spelled differently in countries such as England and Australia.
B)The word has different dictionary definitions.
C)The word has different meanings depending upon personal experience.
D)The word is used in different ways by people of different cultures.

Question 17

The client complains that it took the nurse 20 minutes to answer the call light.The nurse says,"We are so busy.A nurse called in sick tonight.None of us has even had supper." What does this response reflect?

A)An honest answer to the client's complaint.
B)Putting the nurse's needs above the client's needs.
C)A breach of unit confidentiality.
D)A good excuse for why it took so long to answer the call light.

Question 18

A client has just been told that her breast biopsy was positive for cancer.The client is crying when the nurse enters the room.What is the nurse's best response?

A)"Why are you crying?"
B)"We can sit here quietly.You don't need to talk unless you want to."
C)"I'm so sorry about your diagnosis."
D)"Everything will be okay.Treatments today are very successful."

Question 19

The nurse is attempting to encourage the client to verbalize concerns.What would be an appropriate opening statement?

A)"Please tell me more about your family's health history."
B)"Where would you like to begin?"
C)"I'm curious to know more about your feelings."
D)"Why do you feel that way?"

Question 20

The nurse has completed giving client education regarding cardiac risk factors to a client who is to be discharged today.At the end of the instruction,what should the nurse say?

A)"Tell me everything we have talked about during the last few minutes."
B)"What do you think about what we have discussed?"
C)"You must remember everything we have discussed in the last few minutes.It is all very important."
D)"We have just discussed risk factors for heart disease.What questions do you have about this information?"

Question 21

The nurse is replying to a group e-mail that contains a thread of previous e-mails regarding the topic.How should the nurse respond to this e-mail?

A)Include the message thread with the response.
B)Include all pertinent client data in the message for clarity.
C)Mark the message as confidential.
D)Use abbreviations when possible to shorten transmission time.

Question 22

The staff development trainer is preparing teaching materials that focus on the basic elements of communication.In which order should the trainer explain the simplest process of communication?

A)Receiver sends a response
B)Sender develops a message
C)Receiver receives the message
D)Sender transmits the message
E)Receiver interprets the message

Question 23

What is true of computer documentation systems?

A)Computer documentation takes more time than traditional charting.
B)Accuracy of computer charting is less than that of traditional narrative charting.
C)It is difficult to incorporate data into the client's record in a timely manner.
D)Client information can be transferred rapidly from one healthcare setting to another.

Question 24

What is true about composing an e-mail communication?

A)It is not necessary to use capitalization.
B)One can use the passive voice.
C)Punctuation rules are relaxed.
D)E-mail is not private.

Question 25

The nurse manager received the following email from the director of nursing:
TO: Nurse Manager,RN
FROM: Director of Nursing,RN
DATE: Month,Day,Year
SUBJECT: Staff Behavior
Hi Janie,
Yesterday when I was leaving work I saw two of your unlicensed assistive personnel sitting outside on the wall having a cigarette.As you know our organization has a 'No Smoking on Campus' policy.I expect that you will handle discussing this with your staff.
Thanks!
Marie
How should the manager handle the message conveyed in this email?

A)Forward the staff the director's email
B)Print the email and give it to the staff
C)Reprimand the staff for violating hospital policy
D)Respond in email,asking why the director didn't counsel the staff

Question 26

In order for the healthcare provider to receive payment from Medicare,the client's medical record must include which documentation?

A)An evaluation of the quality of care
B)Permission from the client to use health data in governmental research
C)Correct diagnosis-related group
D)A discussion of the pathophysiology of the client's major medical diagnosis

Question 27

Which type of documentation makes the strongest use of flow sheets?

A)PIE charting
B)Focus charting
C)CORE charting
D)Source-oriented narrative record