CNML & NE-BC study cards
Why are rumors and gossip dangerous? - ✔️✔️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 is face-to-face communication important to certain types of communication? -
✔️✔️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.
What is the purpose of a job description? - ✔️✔️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? -
✔️✔️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? - ✔️✔️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? - ✔️✔️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? - ✔️✔️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? - ✔️✔️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? - ✔️✔️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. - ✔️✔️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 do people engage in spreading rumors and gossip? - ✔️✔️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? - ✔️✔️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? - ✔️✔️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? - ✔️✔️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? - ✔️✔️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? -
✔️✔️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? - ✔️✔️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? - ✔️✔️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? - ✔️✔️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? - ✔️✔️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? - ✔️✔️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.
What is the best way to handle a new employee who feels uncomfortable with the
relationship with their orientation preceptor who they describe as harsh and overly
critical? - ✔️✔️When questioned about a preceptor the manager should ask the
