Chapter 18: Effective Communication and Conflict Resolution

Chapter 18: Effective Communication and Conflict Resolution

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

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:

ANS:  C

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

Incorrect:

1. Open communication reflects openness between two parties.
2. Filtration is the unconscious exclusion of extraneous stimuli in communication.
3. False assurance is showing a lack of concern or a lack of knowledge by responding with meaningless answers such as “don’t worry.” The patient might even conclude that the nurse is trivializing his concern or is patronizing.

DIF:    Comprehension                               REF:   pp. 329-330

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?

ANS:  B

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

Incorrect:

1. Blocking occurs when the nurse responds with noncommittal or generalized answers.
2. Empathy is the ability to mentally place oneself in another person’s situation to better understand the person and to share the emotions or feelings of that person.
3. False assurance is showing a lack of concern or a lack of knowledge by responding with meaningless answers such as “don’t worry.” The patient might even conclude that the nurse is trivializing his concern or is patronizing.

DIF:    Application    REF:   p. 326

3. In today’s world of fast, effective communication, what is the most commonly used means of societal communication?

ANS:  B

Correct: 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.

Incorrect:

1. Facial expression is only part of effective communication and is not the most common form of societal communication.
2. Written messages are only part of communication and are not the most common form of societal communication.
3. Electronic messaging, although it is becoming more popular, is not the most common form of societal communication; it loses the value of face-to-face communication and requires the sender to elicit feedback and/or the receiver to ask for clarification if the meaning of the communication is not clear.

DIF:    Knowledge     REF:   p. 326

4. Which statement accurately describes communication?

ANS:  D

Correct: 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.

Incorrect:

1. The components of communication are not mutually exclusive.
2. Communication is not a linear process; many elements, including culture, education, experiences, preconceived ideas, and context, influence the communication process.
3. Several variables, including filtration, feedback, interpretation, and nonverbal language, influence the communication process.

DIF:    Analysis         REF:   p. 324| p. 325; Fig 18-1