Chapter 11 Communication Skills in Leadership and Management

Chapter 11  Communication Skills in Leadership and Management

Multiple Choice

Identify the choice that best completes the statement or answers the question.

Therapeutic communication is used when:

1. you ask another student to explain the action of carbamazepine (Tegretol) to you.
2. you spend time talking to patients about their feelings and listening to their

   concerns.

3. you listen carefully while the doctor explains to you what is to be done for your

   patient.

4. you and your patient talk about the results of Sunday’s football game.

When effective communication occurs, which of the following is true?

1. The message is understood by the sender and the receiver.
2. The message is fully understood by the receiver.
3. The message is fully understood by the sender.
4. Communication is effective by telling someone what to do.

You are a charge nurse in a long-term care facility and you have to talk to Betty, a certified nursing assistant, about the care of one of her residents. You and Betty sit in your office, and as you begin to talk with her, she becomes very angry and storms out of the office. What has taken place?

1. Successful communication
2. Social communication
3. Honest communication
4. Failed communication

In which of the following situations could failed communication occur?

1. Your instructor tells you to perform a procedure but does not let you ask questions.
2. A family member yells at you because you forgot to go to the dry cleaners.
3. The patient begins to cry when you are caring for them.
4. All of the above.

Which of the following situations best describes feedback?

1. The answers the patient gives to your questions.
2. The patient explains what another nurse taught him.
3. The doctor gives you an order and leaves the unit.
4. You recognize the patient does not speak English well, but you explain and hope for the best.

Chapter 11: Communication Skills in Leadership and Management Answer Section

MULTIPLE CHOICE

1. ANS: 2
Therapeutic communication is the professional communication used by nurses that occurs when you talk to your patients and listen carefully. This type of communication also occurs with families, staff members, and physicians.

PTS: 1 REF: Chapter: 11 OBJ: Objective: 1
KEY: Content Area: Communication | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Understanding

2. ANS: 1
Effective communication occurs when both the sender and the receiver understand the message.

PTS: 1 REF: Chapter: 11 OBJ: Objective: 1
KEY: Content Area: Communication | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Knowing

3. ANS: 4
Failed communication has occurred, which means that the planned or anticipated communication did not take place. This type of communication often involves nonproductive and uncaring behaviors, such as anger, frustration, and “storming away.”

PTS: 1 REF: Chapter: 11 OBJ: Objective: 4
KEY: Content Area: Communication | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Applying

4. ANS: 4
All of these situations are examples of possible failed communication. These situations involve people who trigger your least-effective communication experiences.

PTS: 1 REF: Chapter: 11 OBJ: Objective: 4
KEY: Content Area: Communication | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Applying

5. ANS: 2
Feedback is an important part of communication and helps to prevent or correct failed communication. Feedback requires acknowledgment of what has been said.

PTS: 1 REF: Chapter: 11 OBJ: Objective: 1
KEY: Content Area: Communication | Integrated Processes: Communication and Documentation | Client Need: Safe, Effective Care Environment | Cognitive Level: Knowing