Chapter 19 Effective Communication and Conflict Resolution

Chapter 19  Effective Communication and Conflict Resolution

Complete Chapter Questions And Answers
 

Sample Questions

MULTIPLE CHOICE

1. 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:
a.
open communication.
b.
filtration.
c.
blocking.
d.
false assurance.

ANS: C
Blocking occurs when the nurse responds with noncommittal or generalized answers.

DIF: Comprehension REF: p. 335

2. 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 of these situations?
a.
Blocking
b.
Filtration
c.
Empathy
d.
False assurance

ANS: B
Filtration is the unconscious exclusion of extraneous stimuli in communication.

DIF: Comprehension REF: p. 331

3. 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

ANS: B
Verbal communication, which involves talking and listening, is the most common form of interpersonal communication. An important clue to verbal communication is the tone or inflection with which words are spoken and the general attitude used when speaking.

DIF: Knowledge REF: p. 331

4. 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.

ANS: D
Communication is a process that requires certain components, including a sender, a receiver, and a message. Effective communication is a dynamic process: With a response (feedback), the sender becomes the receiver, the receiver becomes the sender, and the message changes.

DIF: Comprehension REF: p. 330, Figure 19-1