Which action will most positively influence communication when ...

[faduma]

Which action will most positively influence communication when planning to affect communication in a department?
 
  1. Ensure the office door is always open when discussing employee concerns.
  2. Encourage staff members to discuss personal problems with each other.
  3. Discourage shift-to-shift leftover responsibilities.
  4. Discourage charge nurses from being friends with staff.

Question 2

The daughter of a hospitalized client comes to the nurse manager's office with a complaint about the care provided on the previous shift. What is the manager's first action?
 
  1. Call the nurse from the last shift to participate in a conference call about the complaint.
  2. Ask the daughter to explain what happened.
  3. Tell the daughter that the last shift was understaffed and apologize for any problems that might have occurred.
  4. Ask the daughter what can be done to improve the situation.

[jonathanballen97]

Answer to Question 1

3
Explanation: 1. When responsibilities are left undone on one shift for another to complete, negative
communication tends to develop in the form of complaints and us against them. Leaving the
office door open when discussing concerns, discussing personal problems with each other, and
discouraging friendly relationships will promote a culture of negative communication.

Answer to Question 2

2
Rationale 1: The manager should collect more information before contacting the nurse from the previous shift.
Rationale 2: The nurse manager must first assess the situation.
Rationale 3: The manager should not tell the daughter that the shift was understaffed. This is a liability and does not address the daughter's concerns.
Rationale 4: Until the manager has assessed the issue, intervention cannot be provided.
Global Rationale:

[faduma]

Excellent

[Joy Chen]

TYSM