A nurse manager was having difficulty with the staff. Morale was ...

[luminitza]

A nurse manager was having difficulty with the staff. Morale was low because of petty gossiping among the staff and intolerance of each other's behaviors. The nurse manager decided that the best way to handle this situation was to develop self-competence
 
  a. Attending a conflict management course
  b. Being politically aware
  c. Being conscientious
  d. Attending a service orientation program

Question 2

At the nurse managers' council meeting, staff tardiness was discussed. After returning to the unit, the nurse manager developed a log to track how often tardiness occurred and who was coming into work late. The nurse manager was demonstrating:
 
  a. Accurate self-awareness
  b. Service orientation
  c. Leveraging diversity
  d. Motivation

[ryhom]

Answer to Question 1

ANS: A
According to Goleman, social skills are adeptness at inducing desirable responses in people by exerting influence, listening and sending convincing messages, resolving disagreements, inspiring others, managing change, nurturing relationships, collaborating and cooperating toward shared goals, and creating group synergy through team development.

Answer to Question 2

ANS: D
According to Goleman, motivation can help people reach goals by prompting them to strive to meet a standard of excellence, align their personal goals with group and organizational goals, take advantage of opportunities, and maintain a positive attitude toward the pursuit of goals despite obstacles and setbacks.