1. Ahnursehmanagerhofhah20-
bedhmedicalhunithfindshthath80%hofhthehpatientshareholderhadults.hShehishaskedhtohassesshand
hadapththehunithtohbetterhmeeththehuniquehneedshofhtheholderhadulthpatient.hUsinghcomplexity
hprinciples,hwhathwouldhbehthehbesthapproachhtohtakehforhimplementationhofhthishchange?
a. Leveragehthehhierarchicalhmanagementhpositionhtohgethunithstaffhinvolvedh
inhassessmenthandhplanning.
b. Engagehinvolvedhstaffhathallhlevelshinhthehdecision-makinghprocess.
c. Focushthehassessmenthonhthehunithandhomiththehhospitalhandhcommuni
tyhenvironment.
d. Hirehahgeriatrichspecialisthtohoverseehandhcontrolhthehproject.
ANS:h B
Complexityhtheoryhsuggestshthathsystemshinteracthandhadapthandhthathdecisionhmakinghocc
urshthroughouththehsystems,hashopposedhtohbeinghheldhinhahhierarchy.hInhcomplexityhtheory,
heveryhvoicehcounts,handhtherefore,hallhlevelshofhstaffhwouldhbehinvolvedhinhdecisionhmakin
g.
2. Ahunithmanagerhofhah25-
bedhmedical/surgicalhareahreceiveshahphonehcallhfromhahnursehwhohhashcalledhinhsickhfivehti
meshinhthehpasthmonth.hHehtellshthehmanagerhthathhehveryhmuchhwantshtohcomehtohworkhw
N R I G B.C M
henhscheduledhbuthmusthoftenhcarehforhhishwife,hwhohishundergoinghtreatment
forhbreasthcancer.hAccordinght oUM aSs l o w
N’ s hTneed hhiO
erarchyhtheory,hwhathwouldhbehthehbest
approachhtohsatisfyinghthehneedshofhthishnurse,hotherhstaff,handhpatients?
a. Linehuphagencyhnurseshwhohcanhbehcalledhinhtohworkhonhshorthnotice.
b. Placehthehnursehonhunpaidhleavehforhthehremainderhofhhishwife’shtreatment.
c. Sympathizehwithhthehnurse’shdilemmahandhleththehchargehnursehknowhthaththishnurse
mayhbehcallinghinhfrequentlyhinhthehfuture.
d. Workhwithhthehnurse,hstaffinghoffice,handhotherhnurseshtoharrangehhishscheduled
dayshoffharoundhhishwife’shtreatments.
ANS:h D
Placinghthehnursehonhunpaidhleavehmayhthreatenhthehnurse’shcapacityhtohmeethphysiologichne
edshandhdemotivatehthehnurse.hUnsatisfactoryhcoveragehofhshiftshonhshorthnoticehcouldhaffect
h patienthcarehandhthreatenhthehneedshofhstaffhtohfeelhcompetent.hArranginghthehscheduleharou
nd
thehwife’shneedshmeetshthehneedshofhthehstaffhandhofhpatientshwhilehsatisfyinghthehnurse’shneed
forhaffiliation.
3. Ahgrievancehbroughthbyhahstaffhnursehagainsththehunithmanagerhrequireshmediation.hAththehf
irsthmediationhsession,hthehstaffhnursehrepeatedlyhcallshthehunithmanager’shactionshunfair,han
dhthehunithmanagerhcontinueshtohreiteratehthehreasonshforhthehactions.hWhathwouldhbehthehbe
sthcoursehofhactionhaththishtime?
a. Sendhthehtwohdisputantshawayhtohreachhtheirhownhresolution.
b. Involvehanotherhstaffhnursehinhthehdiscussionhforhclarityhissues.
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c. Askheachhpartyhtohexaminehtheirhownhmotiveshandhissueshinhthehconflict.
d. Continuehtohlistenhashthehpartieshrepeaththeirhthoughtshandhfeelingshaboutht
hehconflict.
ANS:h C
Forhresolutionhofhconflict,honehshouldhaddresshthehinterestshandhinvolvementhofhparticipantshi
nhthehconflicthbyhexamininghthehrealhissueshofhallhparties.
4. Athahsecondhnegotiationhsession,hthehunithmanagerhandhstaffhnurseharehunablehtohreac
hhahresolution.hWhathishthehappropriatehnexthstep?
a. Arrangehanotherhmeetinghinhahweek’shtimehsohashtohallowhahcooling-offhperiod.
b. Elevatehthehnexthnegationhsessionhtohthehnexthmanager,honehlevelhabove.
c. Insisththathparticipantshcontinuehtohtalkhuntilhahresolutionhhashbeenhreached.
d. Backhthehunithmanager’shactionshandhendhthehdispute.
ANS:h B
Parthofhleadershiphishunderstandinghconflicthresolutionhandhabilityhtohnegotiatehandhmanagehf
orhresolutionhofhissueshandhconcerns.hThishsituationhhashfailedhahsecondhnegotiationhsession,
helevationhtohahmanagerhwithhadditionalhtraininghtohfacilitatehconflicthresolutionhishimportant
haththishpoint.
5. ThehmanagerhofhahsurgicalhareahhashahvisionhforhthehfuturehthathrequireshthehadditionhofhRNh
assistantshorhunlicensedhpersonshtohfeed,hbathe,handhambulatehpatients.hThehRNshonhthehstaf
fhhavehalwayshpracticedh inh ahprN
i m aR y h nIursiGng-
U rS N T O
Bde.liCver yMsystem h andh arehveryh resistanthtohthishidea.
Whathwouldhbehthehbesthinitialhstrategyhforhimplementationhofhthishchange?
a. ExploringhthehvalueshandhfeelingshofhthehRNhgrouphinhrelationshiphtohthishchange
b. LeavinghthehRNshalonehforhahtimehsohtheyhcanhthinkhabouththehchangehbeforehi
thishimplemented
c. Droppinghthehideahandhtryinghforhthehchangehinhahyearhorhsohwhenhsomehofh
thehpresenthRNshhavehretired
d. HiringhthehassistantshandhallowinghthehRNshtohseehwhathgoodhadditionshtheyhare
ANS:h A
Influencinghothershrequireshemotionalhintelligencehinhdomainshsuchhashempathy,hhandlinghre
lationships,hdeepeninghself-
awarenesshinhselfhandhothers,hmotivatinghothers,handhmanaginghemotions.hMotivatinghothers
hrecognizeshthathvaluesharehpowerfulhforceshthathinfluencehacceptancehofhchange.hLeavinghth
ehRNshalonehforhahperiodhofhtimehbeforehimplementationhdoeshnothprovidehopportunityhtohex
plorehdifferenthperspectiveshandhvalues.hAvoidinghdiscussionhuntilhthehteamhchangeshmayhno
thpromotehadoptionhofhthehchangehuntilhtherehishopportunityhtohexplorehperspectiveshandhval
ueshrelatedhtohthehchange.hHiringhofhthehassistantshdemonstrateshlackhofhempathyhforhthehper
spectiveshofhthehRNhstaff.
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