Exam 3

Question 1

This quote implies that at birth a person is either a leader or is forever relegated to the rank of follower

Answer 1

“leaders are born not made”

Question 2

Most experts believe that almost ____ can develop leadership skills

Answer 2

everyone

Question 3

The ability of an individual to influence the behavior of others

Answer 3

Leadership

Question 4

When nurses exert leadership they inspire other health care workers to work toward one or more of several goals that include what

Answer 4

• providing high quality patient care
• maintaining a safe working environment
• developing new policies and procedures
• increasing the power of the profession

Question 5

This theory identifies qualities that are common to effective leaders

Answer 5

Trait theory

Question 6

Why is trait theory limited

Answer 6

Because it focuses only on the traits of the individual and doesn’t take into account how the person acts in specific situations

Question 7

Traits included in this theory are

• high level intelligence and skill
• self motivation and initiative
• ability to communicate well
• self-confidence
• assertiveness
• creativity
• persistence
• stress-tolerance
• willingness to take risks
• ability to accept criticism

Answer 7

Trait theory

Question 8

Leadership style theory looks at ___ leadership styles that are viewed on a ____ of leadership that ranges from a mostly ___ approach to a high ___ one

Answer 8

3
continuum
passive
controlling

Question 9

This type of leader allows the group members to determine their own goals and the methods to achieve them
permissive, nondirective, passive

Answer 9

Laissez-faire

Question 10

This type of leader has little planning, minimal decision making and a lack of involvement by the leader. This type of leadership can leave people feeling lost and frustrated because of lack of direction

Answer 10

Laissez-faire

Question 11

A key principle to this style is that all members of the group respect each other and are seen as unique and valuable. All aspects of the achieving goal process, from planning and goal setting to implementing and taking credit for the success of the project are shared by the group

Answer 11

Democratic style

Question 12

What are the hallmarks of the democratic style

Answer 12

Trust
collaboration
confidence
autonomy

Question 13

This type of leadership style is supportive, participative, and transformational

Answer 13

Democratic style

Question 14

This type of leadership style is controlling, directive, or autocratic

Answer 14

Authoritarian style

Question 15

This leadership style maintains strong control over all aspects of the group and its activities.

Answer 15

Authoritarian style

Question 16

These kinds of leaders provide direction by giving orders that the group is expected to carry out without question

Answer 16

Authoritarian leaders

Question 17

Authoritarian style of leadership consists of ___ ___ who closely monitor everything that the group members do and often make on the spot changes when they believe they know a better way to achieve a task or goal

Answer 17

Micro managers

Question 18

This is an extreme form of authoritarian style

Answer 18

Dictatorial leadership

Question 19

This leader has no regard for the feelings and needs of the group members
Achieving the goal is the only thing that matters and the dictator will use any means, including harsh criticism to do so

Answer 19

Dictatorial leadership

Question 20

A benevolent authoritarian leader uses a more ____ ___

Answer 20

Paternalistic approach

Question 21

This leader attempts to include the group’s feelings and concerns in the final decision but ultimately the leader makes all the decision

Answer 21

Benevolent authoritarian leader

Question 22

The benevolent leader is considered ___ and ___

Answer 22

Condescending and patronizing

Question 23

This works well in a research lab, they work best when the members of the group have the same level of educations as the leader and the leader performs the same tasks as the group of members

Answer 23

Laisse-faire style

Question 24

This works best with groups whose members have a relatively equal status and who know each other well because they have worker together for an extended period

Answer 24

Democratic style

Question 25

This style works best in emergency situations when clear directions are required to save a life or prevent injury or in situations in which it is necessary to organize a large group of individuals

Answer 25

Authoritarian style

Question 26

When faced with a difficult decision, ____ leaders usually avoid making a decision in the hopes that the problem will resolve itself

Answer 26

Laissez-faire

Question 27

In the ___ ____ after considering all the opinions of the group members, the leader makes the final decision based on what is best to achieve the goal

Answer 27

Democratic style

Question 28

In this style the final decision making authority rests with the leader alone, although input from the group may or may not be considered

Answer 28

Authoritarian style

Question 29

This theory rates leaders on whether they are oriented more toward establishing relationships or achieving assigned tasks and resolving problems

Answer 29

Relationship-task orientation theory

Question 30

The ___ setting often dictates whether the leader is more oriented toward building relationships or completing tasks

Answer 30

Work

Question 31

Leaders with ___ relationship- ___ tasks orientations are usually well liked by their groups because of their acceptance of the group members as individuals. Consideration of their feelings, encouragement and promotion of good feelings among all the group

Answer 31

high

low

Question 32

These kinds of relationship-task leaders often sacrifice the achievement of the task or resolution of a problem when it conflicts with the feelings or good will of the group

Answer 32

High relationship-low task

Question 33

This style is where the leader does all the planning with little regard to the input or feelings or the group, gives orders, and expects them to be carried out without question.

Answer 33

Authoritarian style

Question 34

Various forms of punishment are used by this leader, ranging from verbal put downs to poor performance evaluations that are used to determine pay raises

Answer 34

Authoritarian style leader

Question 35

This kind of relationship-task leader combines the best of both worlds. They are open to input and actively communicates with the group members, provides constructive direction, quickly resolves conflicts and ultimately achieves creative and effective solutions to problems

Answer 35

High relationship-high task orientation

Question 36

This kind of relationship-task leader combines the best of both worlds. They are open to input and actively communicates with the group members, provides constructive direction, quickly resolves conflicts and ultimately achieves creative and effective solutions to problems

Answer 36

High relationship-high task orientation

Question 37

The worst leader is the person with __ relationship- ___ task orientation.

Answer 37

Low relationship-low task orientation

Question 38

This kind of relationship-task leader style stimulates the laissez-faire style in which the leader is uninvolved, does no planning, has little concern for the group members feelings and accomplishes little

Answer 38

Low relationship-low task orientation

Question 39

True or false: Perfect leaders are difficult to find, most use a combination of styles and adjust them to the circumstances surrounding the problem.

Answer 39

True

Question 40

This theory recognizes that no one approach works in all situations. A true leader acknowledges this and adjusts the leadership style and behavior to the situation considering the many variables that may be involves. The environment is always important in exercising leadership

Answer 40

Situation theory

Question 41

This theory takes the situational theory one step further. It recognizes that multiple intangibles exist whenever people interact. Factors such as sense of meaning, creativity, inspiration, and vision are all involves in creating a sense of mission that exceeds good interpersonal relationships and rewards

Answer 41

Transformational theory

Question 42

This key leadership behavior states that a trusting relationship is key to the success of a leader on both individual and group levels. The leader can use the trust to build stable relationships within the group by recognizing the differences and directing people to their highest level of achievement

Answer 42

Establishing trust and cooperation among individuals and groups

Question 43

Establishing trust and cooperation among individuals and groups takes some time and involves individuals recognizing that the leader is what

Answer 43

Honest
Motivated 
Reliable 
Predictable
Consistent

Question 44

This key leadership behavior involves providing rewards for efforts that individuals make the leader provides a powerful motivation for the individual to continue working hard and being successful

Answer 44

Acknowledge good work and success

Question 45

This key leadership behavior shows that you treat other people as you would want to be treated

Answer 45

Show respect for individuals

Question 46

This key leadership behavior means that leaders need to demonstrate by their actions that they are working towards achieving goals at the personal, unit and organizational levels

Answer 46

Provide a sense of direction

Question 47

This key leadership behavior is one of the best ways to promote better performance to provide individuals with more difficult challenges

Answer 47

Promote higher levels of performance

Question 48

This key leadership behavior is to ____ before they get out of control

Answer 48

Resolve conflicts successfully

Question 49

It is important to foster a culture of ___ ___ on the unit in the facility as a key leadership behavior

Answer 49

Cooperation and teamwork

Question 50

This key leadership behavior must be done with groups who lack clear goals who often feel frustrated and lost. Initially, leaders must clearly identify their goals and then continually reinforce the goals or establish new goals as the old ones are reached.

Answer 50

Reinforce goals

Question 51

In this key leadership behavior you use the strengths of one employee to cross train with a nurse who is weak in that skill

Answer 51

Develop staff strength

Question 52

In this key leadership behavior you demonstrate ability to motivate which is an essential behavior for all levels of leaderhsip

Answer 52

Motivating personnel

Question 53

What are key leadership qualities

Answer 53

Critical thinker 
problem solver 
integrity 
active listener 
skill communicator 
courage 
initiative 
energy 
optimism 
perseverance 
well-roundedness 
coping skills 
self-knowledge

Question 54

A ___ can be viewed as a person who believes in the traditional social hierarchy of leaders and followers and then identifies as a follower in the structure

Answer 54

Follower

Question 55

The concept of ___ is similar to followership except that it includes the idea of the follower having a title and a formal role in an organizational setting who reports to a supervision or manager

Answer 55

Subordinate

Question 56

As a subordinate they want to and ______

Answer 56

Need to know that they are important to the organization

Question 57

Individuals who follow are those who ___, ___, and ___ leaders

Answer 57

think
criticize
question

Question 58

The ___ approach discussed for leaders is also valid when considering followers

Answer 58

trait

Question 59

Although leadership skills are highly useful in management positions they move to manager involves a new set of ___ and ___ that the nurse must master

Answer 59

Skills and behaviors

Question 60

This theory is concentrated on ways to complete a task most easily and effectively.

Answer 60

Time-Motion theory

Question 61

In time-motion theory, efforts resulted in ____ productivity but ____ employee satisfaction

Answer 61

Increase

Decreased

Question 62

From this viewpoint management can be defined as planning, organizing, commanding, coordinating, and controlling the work of any particular group of employees

Answer 62

Time-motion theory

Question 63

In the time motion approach, providing the right incentives, primarily money is expected to ___ employee productivity. They implement new procedures by first ensuring they comply with standards of care

Answer 63

Increase

Question 64

In this theory the limits of the time-motion approach became evident; researchers observed that some lower paid employee groups had higher levels of productivity than other with higher pay who were doing the same jobs

Answer 64

Human Interaction Theory

Question 65

It appeared that factors such as employees’ attitudes, fears, hopes, personal problems, social status in the group and visions strongly ___ how they work

Answer 65

Influenced

Question 66

Key behaviors of managers are being ___, identifies ___ ___ and are ___ ___

Answer 66

optimistic
restraining forces
goal oriented

Question 67

Can be exerted either formally or informally. Often the most effective leaders in a group are not the ones who are officially designated as the leader

Answer 67

Leadership

Question 68

___ are given the title by some higher authority and have formally designated authority to supervise a group of employees in the achievement of a task

Answer 68

Managers

Question 69

Managers can be held formally ___ for the quality, quantity, and cost of the work that they supervised employees produce

Answer 69

Responsible

Question 70

The most effective managers will have ___________

Answer 70

Highly developed leadership skills

Question 71

By virtue of their title and position, even managers with poor leadership skill are still the official authority although their effectiveness is ___

Answer 71

Reduced

Question 72

The process of decision making at the top levels of an organization that ensure that the organization achieves its goals and produces high-quality outcomes by defining expectations, delegating power to key personnel and overseeing administrative process

Answer 72

Governance in the health care setting

Question 73

This is where the power authority are transferred to the nursing staff, not primarily to nurse administration

Answer 73

Shared governance

Question 74

What are the two key elements of a budget

Answer 74

Income and expenses

Question 75

What are the two key tasks of managers

Answer 75

Running of the shift (solving problems, developing personnel, and delegating tasks)
Budget preparation and planning for staffing of the unit

Question 76

One of the tasks assigned to most nurse managers is creating ___

Answer 76

Budgets

Question 77

What is the goal of creating a budget

Answer 77

To pay all the expenses while not excessing the amount of income

Question 78

This is the budget the manager develops which helps the nurse manager to manage unit the unit to produce the highest quality care in most economic manner

Answer 78

Operational budget

Question 79

The budget should focus on the ___ but yet remain ___

Answer 79

institution

realistic

Question 80

The nurse manager must always work within the historical context of ___ budgets so that they can better identify areas where there were problems with expenditures

Answer 80

Past

Question 81

All facilities use a ______ format for budgets

Answer 81

Standardized

Question 82

Budgets are not ___. Over the course of time period when they are implemented they must be evaluated and updated

Answer 82

Static

Question 83

These were implemented in several states in attempt to ensure that there were enough RNs on the floor to adequately care for clients

Answer 83

Mandatory staffing ratios

Question 84

The key elements to be considered in staffing are client ___ as the primary consideration when doing staffing is client ___, layout of the unit, and ancillary support

Answer 84

acuity

safety

Question 85

This theory is defined as the ability to influence the choices people make among a number of possible choices open to them

Answer 85

Motivational theory

Question 86

This theory has some similarities to Maslow’s particularly in their applications. This theory believes that people have two different categories of needs that are fundamentally different from each other

Answer 86

Herzberg’s Motivation-Hygiene theory

Question 87

According to Herzberg if these needs are not met, the person feels dissatisfied with his/her job and focuses more on the environment than the work that is supposed to be done

Answer 87

Needs dissatisfiers or hygiene factors

Question 88

Hygiene factors are related to the ___ ___ and include _____, job security, status in the organization, work conditions, policies, and relationship with coworkers. They only serve as negative motivators when they are not met

Answer 88

work environment

salary/benefits

Question 89

____ or ___ focus primarily on the work.

Answer 89

Satisfiers or needs motivators

Question 90

Herzberg concludes that employers must satisfy the hygiene factors as a minimum requirement before there can be any ___ in productivity

Answer 90

Increase

Question 91

Goal of education and growth is always to produce ___ in the individual.

Answer 91

Change

Question 92

____ people to change is one of the most challenging and most important functions of leadership

Answer 92

Motivating

Question 93

Two primary sources bring about change :

Answer 93

External forces

Internal forces

Question 94

Change can be ___ or ____

Answer 94

Planned or unplanned

Question 95

This is change that is more productive and occurs when there is a directed and designed implementation of some element within the organization

Answer 95

Planned change

Question 96

This change is sometimes called reactive change; occurs when a problem forces a person or organization into a situation in which it must respond

Answer 96

Unplanned change

Question 97

A group exists when __ or more people interact and are held together by a common bond or interest .

Answer 97

3

Question 98

True or false: Groups establish and exert their power through a set of unique behaviors or norms that their members are expected to follow

Answer 98

True

Question 99

Norms that members of a group are expected to follow may be

Answer 99

Formal or informal
Written or unwritten
Promulgated or merely understood

Question 100

Nurses who do not learn and fail to display the expected ___ behaviors may be ostracized from the group, thus making the work environment psychologically uncomfortable and perhaps even physically difficult

Answer 100

Group

Question 101

This involves many factors including methods of communication, professional behaviors, professional growth, flexibility, problem solving, participation, and competition. The ability to understand and use the elements of group dynamic has a direct relationship to the behaviors, cooperation and effectiveness of the team. Often when a team labels an individual member as difficult it most likely means that the individual is not following one or more of the informal, unwritten group norms

Answer 101

Group dynamics

Question 102

This is the cornerstone of nursing practice

Answer 102

Communication

Question 103

Nurses must be able to communicate with clients, family members, physicians, peers and associates in effective and constructive manner to achieve their goals of ___ ___ care

Answer 103

High-quality

Question 104

In the health care system RNs are called on to ____ or lead a growing number of assistive and unlicensed personnel

Answer 104

Supervise

Question 105

One of the keys to good leadership is the ability to ___ to people what they must do to provide the required care and how the care should be given

Answer 105

Communicate

Question 106

This is an interactive sharing of information requiring a sender, message, and a receiver

Answer 106

Communication

Question 107

This process happens when the receiver thinks about the info, understands it, and forms an idea based on the message

Answer 107

Encoding

Question 108

On the ___ side these can be factors such as unclear speech, convoluted and confused message, monotone voice, poor sentence structure inappropriate use of terminology or jargon or lack of knowledge about the topic.

Answer 108

Sender’s

Question 109

On the ___ side factors that may interfere with encoding include lack of attention, prejudice and bias, preoccupation with another problem, or even physical factors such as pain drowsiness or impairment of the senses.

Answer 109

Receiver’s

Question 110

True or false: Effective communication requires understanding that the perceptions, emotions, and participation of both parties are interactive and have an effect on the transmission of the message. Nurses often encounter situations that require clarification of the information for accuracy and encoding.

Answer 110

True

Question 111

This type of communication style is the preferred style in most settings

Answer 111

Assertive communication

Question 112

This style of communication involves interpersonal behaviors that permit people to defend and maintain their legitimate rights in a respectful manner that doesn’t violate the rights of others

Answer 112

Assertive communication

Question 113

Assertive communication is ___, ___, and accurately ___ feelings, beliefs, ideas and opinions.

Answer 113

Honest, direct, expresses

Question 114

___ communication always implies that the individual has the choice to voice an opinion, sometimes forcefully, and to not say anything at all.

Answer 114

Assertive

Question 115

One of the keys to assertive communication is that the individual is in ___ of the communication and it not merely ___ to another’s emotions

Answer 115

Control

reacting

Question 116

The goal of assertive communication is to __ an I ___ you ___ situations and encourage an I __ you ___ outcome

Answer 116

prevent
win, lose
win, win

Question 117

This style of communication is referred to as submissive communication

Answer 117

Nonassertive communication

Question 118

When people display submissive behavior or use a submissive communication style, they allow their rights to be ____. Their requests and demands are ____ to others without regard to their own feelings and needs and refer situations to others

Answer 118

Violated by others

surrendered

Question 119

Many experts believe that submissive behavior and communication patterns are a ___ mechanism that helps insecure people maintain their ___-___ by avoiding negative criticisms and disagreement from others

Answer 119

Protective

self-esteem

Question 120

In other situations, submissive behavior and communication patterns may be a means of ___ by way of passive aggressive behavior

Answer 120

Manipulation

Question 121

Because of fear of displeasing, personal rejection, and future retaliation ____ communicators dismiss their own feelings as being unimportant

Answer 121

Submissive

Question 122

At a deeper level ___ behavior and communication merely reinforce feelings of powerlessness, helplessness and decreased self worth

Answer 122

Submissive

Question 123

Submissive communication traders ability to choose what is best for ___ of conflict

Answer 123

avoidance

Question 124

Every communication by a submissive person becomes an I ___ you ___ situation

Answer 124

lose, win

Question 125

This kind of communication permits individuals to honestly express their ideas and opinions while resecting the others rights, ideas, and opinions

Answer 125

Assertive communication

Question 126

____ communication asserts the speaker’s legitimate rights and opinions with little regard or respect for the rights and opinions of others and easily becomes a communication blocker

Answer 126

Aggressive

Question 127

This communication is used to humiliates, dominate, control, or embarrass the other person or lower that person’s self-esteem

Answer 127

Aggressive communication

Question 128

I win you lose situation

Answer 128

Aggressive communication

Question 129

Experts view aggressive communication as a ____ mechanism that compensates for a person’s own insecurities and others view it as a form of ____

Answer 129

Protective

bullying

Question 130

This kind of communication can take on different forms like screaming, sarcasm, rudeness, belittling jokes and even direct personal insults

Answer 130

Aggressive communication

Question 131

Aggressive communication is an expression of the ___ feelings of power, domination and low ___

Answer 131

Negative

self-esteem

Question 132

Anything done or said that interferes with communication

Answer 132

Communication blocker

Question 133

Actions and speech that encourage and build communication are called

Answer 133

Communication builders

Question 134

Communication builders are often called

Answer 134

Therapeutic communication techniques

Question 135

Other factors such as the ___ the communication is taking place in, ___ ___ of the parties communicating, grief and change experiences, and people feeling ___ can also block communication

Answer 135

Environment
stress levels
anger

Question 136

When facilitating communication remember SOILER=

Answer 136

Sit
Open Posture 
Invite the client to speak 
Lean toward client 
Eye contact if appropriate
Relax

Question 137

Nurses need to able to ___ ___ that produce stress, recognize the ___ shown by someone in a stressful situation, know how to reduce stress, and be able to use appropriate communication techniques with someone under stress

Answer 137

identify situations

symptoms

Question 138

People who are ___ always always find it difficult if not impossible to successfully communicate

Answer 138

Angry

Question 139

True of false: anger can be negative or positive

Answer 139

True

Question 140

When anger is used it ___ productive manner, it can promote change and release tension it can be used to increase other attention, initiate communication, problem-solve, and energize the change process

Answer 140

positive

Question 141

Anger that is used ___ is very destructive, it ___ communication, makes coworkers fearful, and erodes relationships with others

Answer 141

negatively

Question 142

____ management is considered more emotionally charged than problem solving.

Answer 142

Conflict

Question 143

The steps of conflict management and problem solving are almost ___ to those of the nursing process with an addition of the use of assertive behaviors and communication when discussing the issues

Answer 143

identical

Question 144

In the work environment primary contributing factors include ___ issues ___, lack of ___ and ____ issues

Answer 144

emotional
insecurity
skills
diversity

Question 145

___ is often a symptom of some deeper problem and the conflict really never gets resolved without dealing with the underlying issue

Answer 145

Conflict

Question 146

Using ___ skills is a key element in conflict and crisis resolution and removing themselves from the conflict they are less likely to take things personally and more likely to begin to focus on the underlying issues causing the problems than on the other person’s behavior

Answer 146

Coping

Question 147

Reasons people give for not ___ conflicts

• fear of retaliation
• fear of ridicule
• fear of alienating others
• mistaken belief that they’re unable to handle the conflict of the situation
• feeling that they don’t have the right to speak up
• past negative experiences with conflict situations
• family background and experiences
• lack of education and kills in conflict resolution

Answer 147

Resolving

Question 148

___ simply means that people are different from each other. It is multifaceted issue that involves many areas of people’s lives, including culture, values, life experiences, instinctual responses, learned behaviors, personal strengths and weaknesses and native abilities or skills

Answer 148

Diversity

Question 149

To communicate effectively both parties need to recognize that the other person is ___

Answer 149

Different

Question 150

Conflicts based on diversity can be resolved by ___ the diversity and then using it to promote teamwork, improve communication and increase productivity

Answer 150

Recognizing

Question 151

This is a form of communication

Answer 151

Behavior

Question 152

In dealing with a group labeled as ___ our goals are to change our response to the behaviors and attempt to change the behaviors they are displaying

Answer 152

Difficult

Question 153

____ is often misused to mean that an individual is outgoing, humorous, and generally friendly to other people some say that so and so has no ___ at all when they mean they are quiet and withdrawn

Answer 153

Personality

Personality

Question 154

The truth is that everyone has a ____

Answer 154

Personality

Question 155

all children are genetically stamped in the womb with innate ____ that help them survive in a world that they really don’t understand and is very frightening to them

Answer 155

Emotions

Question 156

Feelings of anger, jealousy, selfishness and self-centeredness along with their behavioral expressions help children manipulate adults, particularly the parents and ___ with what is to them a big and hostile environment

Answer 156

Cope

Question 157

Some people go through their whole lives using ___-___ coping mechanisms and behaviors to deal with the adult world

Answer 157

Child-like

Question 158

The lack of developed coping mechanisms results in responses that are ___ or over ___

Answer 158

Inappropriate

emotional

Question 159

Child-like coping mechanisms don’t work very well and people who use these end up getting labeled as ___ people.

Answer 159

Difficult

Question 160

Difficult people never learned or accepted adult coping mechanisms like being able to ___ which is the opposite of __-___

Answer 160

Forgive

self-centeredness

Question 161

Generally when a person is displaying difficult behavior, they are hard to ___ with or their behavior is such that it makes it very difficult to work with them to ___ a __ or finish a task

Answer 161

communicate

achieve goal

Question 162

___ what goals difficult people are trying to achieve whether they are a client or a coworker is one of the keys to understanding them and ____ with them effectively

Answer 162

Identifying

communicating

Question 163

In working with difficult people a ____ of their backgrounds and understanding of their needs and goals better prepares the nurse to communicate in a positive way

Answer 163

knowledge

Question 164

The behavior displayed by a difficult person is really a ___ of deeper underlying ___

Answer 164

symptom

problem

Question 165

Identifying the cause of the problem and the ___ the client is trying to achieve permits the nurse to treat the disease rather than just the symptom

Answer 165

outcomes

Question 166

____ hierarchy of needs is one of the most effective ways to ___ client care

Answer 166

Maslow’s

prioritizing

Question 167

The needs on the ___ of maslow’s triangle particularly the _____ and ___ needs are necessary for the clients survival and maintenance of life and must always be met first

Answer 167

bottom

physiological and safety

Question 168

The ___ needs can’t be met if the person is not able to fulfill the basic needs to stay alive and remain safe

Answer 168

higher

Question 169

Maslow’s hierarchy can also be used in understanding and interacting with people in the health-care setting who are displaying ____ ___

Answer 169

difficult behaviors

Question 170

Understanding what causes people to behave in a difficult manner is directly related to the hierarchy of needs and differentiates the ___ between difficult coworkers and difficult clients

Answer 170

causality

Question 171

The needs that are producing ____ difficult behaviors are generally related to the ___ level needs

Answer 171

Coworkers’

higher

Question 172

In the cases of difficult ___ their illnesses injuries or surgeries often threaten their ___ ___ for merely surviving physically

Answer 172

clients

basic needs

Question 173

The two most common types of difficult personalities in the work setting include the __ and the ___

Answer 173

persecutor

sneak

Question 174

The ___ is also called the dictator and generally displays an attitude of being superior to others and being in __

Answer 174

persecutor

control

Question 175

The ___ attempts to humiliate, intimidate, threaten, or demean other individuals or groups with the goals of overcoming their own lack of ___, feeling more powerful and inflating their low self-esteem

Answer 175

persecutor

confidence

Question 176

The __ attempts to maintain __ by putting others down and ruling from a command post

Answer 176

persecutor

control

Question 177

If the dictator is in a ___ position such as a charge nurse or supervision this type of behavior is called ___ violence

Answer 177

superior

vertical

Question 178

When the dictator is a ___ ___ at the same authority level the behavior is referred to as ___ or ___ violence

Answer 178

fellow employee

lateral or horizontal

Question 179

The __ is devious, underhanded, and often malicious to fulfill their self-esteem needs and achieve their goal to be in control

Answer 179

sneak

Question 180

The sneak is also called

Answer 180

double-crossers or backstabbers

Question 181

These kinds of difficult coworkers will attack when you aren’t looking and gets his or her rewards by watching you discomfort and confusion in not knowing where the attack came from

Answer 181

sneaks

Question 182

The methods sneaks use are really forms of ___ which demonstrates that they are insecure and unsure of where they belong in the work setting

Answer 182

Manipulation

Question 183

What are some methods used by the sneak to achieve their goals

Answer 183

• personal digs
• rumors
• accusations
• allegations
• finger pointing
• innuendos

Question 184

Sneaks often appear very ___ when they are communicating face to face with you but they do not have your best interests in mind and are looking for a weakness they can exploit to lower your esteem

Answer 184

friendly

Question 185

Dealing with difficult clients requires you as the nurse to provide the best care possible to assist them in overcoming their illness and help them through the ___ __ ___ by active listening to concerns and in turn trying to find solutions to overcoming it

Answer 185

stages of grief

Question 186

Remember that each person deals with all emotions differently therefore, your approach with each client who exhibits difficult behaviors will also be ___

Answer 186

different

Question 187

Maslow: ensure that the ___ ___ levels are met first to ensure ability to have possibilities to meet __ levels

Answer 187

lowest levels

higher

Question 188

When establishing trust nurses must meet 4 key aspects

Answer 188

• respect
• consistency
• confidentiality
• loyalty

Question 189

When helping a patient work through the stages of grief the___ ___ is to provide the best care possible so that the patient will ___ and ___ from his her illness by meeting the lowest needs of maslows

Answer 189

highest priority
survive
recover

Question 190

this is a coping mechanisms to adjust to sudden traumatic situations

Answer 190

denial

Question 191

Denial ___ patients from accepting the reality of their condition which may significantly alter their body image and prevent the need for them to make___ changes such as eating a restricted diet or limiting their activities after discharge

Answer 191

protects

lifestyle

Question 192

common \_\_ behaviors include 
refusing meds
refusing tests 
pulling off monitor electrodes
not compliant

Answer 192

denial

Question 193

When dealing with patients in denial we still must respect their ___ and right to ___-___, remember legally and ethically they have the right to refuse any and all treatment

Answer 193

autonomy

self-determination

Question 194

clients in this stage of grief are not prepared for the flood of emotions they are experiencing. they have suddenly become vulnerable and recognize that they have lost most of their control over their lives and their future

Answer 194

anger stage

Question 195

Clients in the angry stage may exhibit mild sense of ___ to declarations of injustices or raging destructive behaviors that must be stopped immediately

Answer 195

frustration

Question 196

Common __ behaviors include
tightening jaw, clenched fists, aggressive body language and posture, fidgeting, physiological responses (v.s.), red face, raised voice

Answer 196

angry

Question 197

Angry patients will __ with most treatments and meds even if done grudgingly

Answer 197

comply

Question 198

Expressions of anger need a ___ its usually a target of ___

Answer 198

target

convenience

Question 199

This stage is a form of negotiation in which two parties attempt to reach a deal that is satisfactory to both parties over some item or issues (___ ___) almost an entirely internal mental process

Answer 199

bargaining

higher power

Question 200

Clients in the bargaining stage of grief are focused on what they could have done ___ in the past to prevent what is happening to them now.

Answer 200

differently

Question 201

clients in the bargaining stage can have high levels of ___ and ___ that will ultimately block their ability to successfully cope with their situation

Answer 201

remorse

guilt

Question 202

this stage is a natural response to the loss of independence, control, self-esteem and to some degree hope that the client is experiencing from their illness/injury

Answer 202

depression

Question 203

one of the keys in communicating with a client in the stage of ___ is to let them talk and not interrupt.

Answer 203

depression

Question 204

these are the primary behaviors of this stage of grief:
tendency to withdraw from personal relationships and to avoid interacting with others, spend much time sleeping crying and grieving

Answer 204

depression

Question 205

what are the 3 primary goals that we have for clients in the depression stage

Answer 205

1. preventing physiological injury of the client
2. allowing the client to speak about feelings and concerns
3. helping the client cope successfully with the reality of the changes brought on by injury without experiencing sadness or grief

Question 206

this stage of grief does not mean that the client is cure or that they’ve forgotten about what happened to them. this means that they are willing to deal with the future and are willing to accommodate the changes brought by the illness

Answer 206

acceptance

Question 207

the stage of acceptance is a state of __ and ___ that comes from coming to terms with the reality they are facing

Answer 207

calm

peace

Question 208

Inappropriate sexual behavior or speech on the part of a coworker is really a form of ___

Answer 208

bullying

Question 209

individuals who have inappropriate sexual behavior are attempting to ___ or ___ their coworkers using this behavior

Answer 209

coerce

influence

Question 210

When dealing with a coworker using inappropriate sexual behavior you need to keep a ___ ___ of the behavior with __ and ___ and what was done or said and then contact HR.

Answer 210

complete record

dates and times

Question 211

True or false: you must follow the facility’s procedures for dealing with sexual misbehavior to the letter for the case to be valid

Answer 211

true

Question 212

the first stage of dealing with coworker inappropriate sexual behavior is ___ the offender with a statement that the behavior is ___ and ___

Answer 212

confronting
inappropriate
unwanted

Question 213

Second stage of dealing with coworker inappropriate sexual behavior is

Answer 213

meeting with offender, HR and yourself

Question 214

Third stage of dealing with coworker inappropriate sexual behavior is

Answer 214

meeting with medical or hospital

Question 215

when dealing with coworker inappropriate sexual behavior nurses must walk a fine line between ___ themselves and ___ quality care

Answer 215

protecting

providing

Question 216

sexual behavior from clients may be related to a stage of ___ particularly ___ but is more typically a form of behavior that is used by clients experiencing ___

Answer 216

grief
anger
anxiety

Question 217

dealing with coworker inappropriate sexual behavior can decrease quality of care by making nurse feel ___ and ___ and can destroy the nurse client trust

Answer 217

humiliated

objectified

Question 218

clients with mental illnesses or who are diagnosed with __ or who have brain damage or surgery may not be able to grasp the consequences of their actions or statements and therefore can’t be held ___ __ for them

Answer 218

dementia

legally responsible

Question 219

One of the most common is not most annoying types of difficult person is the constant ___ and ___

Answer 219

complainer

whiner

Question 220

The reality is that everyone complains at times as a way to reduce ___, lessen the impact of unpleasant news, and identify areas of concern. This is ___ complaining because they are useful in focusing attention on and resolving issues the person is facing

Answer 220

stress

constructive

Question 221

____ complaining is contagious and chronic complainers may seek out other chronic complainers to commiserate with them

Answer 221

Chronic

Question 222

Approaches to dealing with complaining and whining behaviors

Answer 222

• look at the core of the complaint
• determine if it’s legitimate
• find a solution
• address the issue

Question 223

This key leadership quality says that you must be able to analyze data, organize, plan, and use creativity in the resolution of problems. This kind if quality is vital because leaders often make important decisions on the basis of incomplete data. Good leaders because they may have to have short resources

Answer 223

Critical thinker

Question 224

Leaders in the health care setting face problems that arise from many sources including staffing and personnel scheduling and administrative, budget and client demands. What is this key leadership quality

Answer 224

Problem solver

Question 225

Nursing is held as high __ profession. If a group observes less than complete integrity in their leader that person’s ability to lead is markedly diminished. What key leadership quality is this

Answer 225

Integrity

Question 226

To be effective, leaders must be able to hear the words the person is saying and observe the body language and its underlying emotions and meaning. Leaders often fail in their leadership roles when they do not listen to the full message of the individuals they are attempting to lead. To be a good leader they must be able to listen to what their followers say. What key leadership quality is this

Answer 226

Active listener

Question 227

Mistakes happens on both sides when the information being shared is incomplete or confusing. Have good communication skills to be able to get across your point. What key leadership quality is this

Answer 227

Skillful communicator

Question 228

All leaders must have the ___ to maintain their convictions in the face of adversity, certain leadership positions may require a higher degree of courage. In nursing as a nurse manager, house supervisor etc., you may find yourself needing to risk offending on or the other individual or group to resolve a difficult problem. What is this key leadership quality

Answer 228

Courage

Question 229

effective leadership demands that the leader be a self starter and have the ability to start projects without pressure from above. What is the key leadership quality.

Answer 229

Initiative

Question 230

refers to the ability to do work and to display that energy in the form of enthusiasm for the work. Charismatic leaders are the ones who are the most energetic and enthusiastic. What key leadership quality is this

Answer 230

Energy

Question 231

A positive attitude as well as a negative attitude is contagious. A leader who has an overall positive attitude and views new problems as opportunities for success will be much more successful than the leader who constantly complains about each new crisis. What key leadership quality is this

Answer 231

Optimism

Question 232

leaders must be able to continue to work through difficult problems in difficult circumstances, even when others feel like quitting. What key leadership quality is this

Answer 232

Perseverance

Question 233

it is important to develop and foster non-work relationships with friends and family. Time at work should be balanced with recreational, spiritual, social, and cultural activities it that complete the person and round out the personality.
What is the key leadership quality

Answer 233

Well-roundedness

Question 234

People in leadership positions often experience higher levels of stress. Stress can be handled either unconsciously or consciously by bringing learned ___ skills into play. What key leadership quality is this

Answer 234

Coping

Question 235

Leaders who do not know and understand themselves are less able to understand those who are working for them. Self-awareness is the beginning of self acceptance as a thinking, feeling person who interacts with other thinking feeling persons. Knowing your beliefs and knowing where you stand.
What key leadership quality is this

Answer 235

Self-knowledge

Question 236

Does higher pay always mean higher productivity

Answer 236

NO

Question 237

What are key behaviors of managers

Answer 237

• being optimistic
• identifies restraining forces
• goal directed

Question 238

an ___ budget manages the unit to produce the highest quality of care in the most economical manner

Answer 238

operational

Question 239

There are four key elements to a ___ budget:
-budget should focus on the goals of the institution but remain realistic
-the nurse manager must always work within the historical context of past budgets
-all facilities use a standardized format for budgets
-budgets are not states they need to be evaluated and updated
-

Answer 239

Successful

Question 240

It is up to the manager to present needs for change in staffing ratios at the budget meeting, as most needs for change would require more nurses affecting the budget. To do so the manager must be able to present that the change would ___ quality of care for the clients.

Answer 240

Improve