Answer each of the
following questions (there is only one correct answer to each question).
1
According to the text, the most powerful weapon in the world is:
A. a gun
B. a nuclear bomb
C. disease
D. the tongue
2
Communication is a special process that is a
A. exchange of ideas that a person voices
B. one-way conversation
C. dynamic social interaction with an exchange of ideas
D. set of words spoken out loud
3
The system of communication:.
A. involves language, gestures, and symbols
B. is foundational of all interpersonal relationships
C. is a key tool used by healthcare professionals in the delivery of services
D. involves all of the above
4
Communication among healthcare professionals can
A. demonstrate skills
B. reinforce knowledge or behavior
C. affect attitudes to create support
D. involve all of the above
5
Of the basic communication techniques, effective listening is
A. offering something to the conversation
B. being alert to posture, gestures, facial expressions.
C. the use of honest, direct communication that defends one’s rights in a positive way.
D. any situation where the wants, needs and intentions of a person are compatible with another person
6
Nonverbal signals reflect the individual’s
A. personality and culturen
B. genetics and race
C. attitude and biological make-up
D. culture and position of authority
7
The criticisms we received as children, meant to instill intrinsic responsibility, have left marks of untrue assumptions including:
A. realistic expectations on the job
B. I’m bad, stupid and incompetent
C. this is how others see me
D. I’m OK, You’re Not OK
8
Identify one of the basic rights we have at our place of employment:
A. to choose the shift and hours we work
B. to select who will be our supervisor
C. to make self-determination of priorities
D. all are basic rights of our employment place
9
The healthcare industry is a breeding ground for “black tapes” where negative self-criticism can
A. improve the caregivers self-image
B. lead to depression and belittling of ourselves
C. strengthen predetermined objectives
D. offer examples to follow to
achieve career goals
10
Which one of the following selections best identifies the prerequisites for handling criticism?
A. self-actualization, self-control, assertion
B. self-esteem, self-confidence, self-expression
C. education, patience, self-reliance
D. positive inner-self, aggressiveness, understanding
11
Nonverbal messages can be
effectively sent by means of
A. eye contact
B. facial expressions
C. body stance
D. all of the above
12
Using eye contact while
communicating states
A. you feel sure about your position
B. you are especially fond of
someone
C. you are insincere
D. you want to be assured
your message is received
13
To be assertive means
A. getting your own way
B. having the last word
C. expressing feelings honestly and openly
D. saying anything, even if it hurts someone
14
Identify the passive statement listed below:
A. “I say nothing, just listen.”
B. “No, I can’t do that today.”
C. “I feel put down by your answer.”
D. “Thanks, I don’t need help right now.”
15
Which of the following best defines an aggressive statement?
A. Express feelings honestly and openly
B. Make sure not to offend or upset
C. Verbally attack the person using, “You should”
D. None of the above describes an aggressive statement
16
Those who hurl criticism or hostility may reflect momentary
A. resentment
B. revenge
C. fatigue
D. all of the above
17
An amazing property of the spoken word is:
A. it has no effect on us
B. hurt is sealed in our memory bank
C. it may be remembered for decades
D. . there is no power in our words
18
Power is an asset or resource and means
A. hurting people
B. selfishness
C. energy in general
D. very little in helping to fulfill personal desires
19
Some of the kinds of power possessed by nurses include
A. character skills
B. interpersonal
C. acquired skills
D. all of the above
20
Which of the following identifies one of the ways women minimize their power?
A. by being assertive
B. by dressing too feminine
C. by not asserting their credentials
D. by proclaiming their own rights
21
Which of the following selections identifies negative or destructive patterns of criticism?
A. directness and assertiveness
B. shame and accusation
C. honesty and directness
D. acceptance and fogging
22
Choose the statement listed below that identifies a negative/destructive response to criticism using stonewalling:
A. “I don’t agree. . .”
B. “I resent being called stupid. I lack experience, not intellect.”
C. “You’re right, this isn’t too clear.”
D. “You missed my point. . .”
23
Responding to criticism in a productive manner takes
A. expertise and eloquence
B. practice and clarification
C. alertness and dedication
D. all of the above
24
Which of the following selections lists two methods of handling criticism?
A. acceptance and setting limits
B. taking control and shifting blame
C. avoiding and redirecting the conversation
D. pretending acceptance and stonewalling
25
If I say, “I disagree with your response,” it means,
A. I don’t like you as a person
B. I have hurt your feelings by telling you how I feel
C. I am expressing an honest, direct emotion
D. none of the above
26
Which one of the following selections BEST describes “fogging?”
A. not accepting or disagreeing with the criticism
B. avoiding criticism
C. covering up your mistakes
D. blaming someone else for your errors
27
Positive response(s) to criticism should include
A. neutral facial expression
B. direct eye contact
C. low-pitched, clear, deliberate voice
D. All of the above
28
Which one of the following individuals is considered to be the father of “stress theory”?
A. Freud
B. Jung
C. Selye
D. Peplau
29
Which of the following events have shown to cause stress?
A. Staffing emergencies
B. Patient care
C. The environment
D. All of the above
30
Which of the following best describes anxiety?
A. it is a universal phenomenon
B. it is a threat to self-image
C. cold, clammy hands
D. all of the above
31
How can a mild form of anxiety be an asset?
A. it can make the individual more alert and attentive
B. anxiety can never be an asset to the caregiver
C. . it helps only when working a double shift
D. when the individual is unsure of their position
32
Manifestations of anxiety can include
A. increased pulse and respirations
B. anorexia
C. muscle tension
D. all of the above
33
The behavioral manifestations of “manipulation” presented by the patient may include
A. pretending to be helpless
B. ongoing demands
C. insincere compliments
D. all of the above
34
How should the caregiver respond to patient manipulative behaviors?
A. by confronting the patient about attempts at manipulation
B. by withholding praise and positive feedback
C. . by not allowing verbal expression of anger
D. by not allowing the patient to deal directly with you
35
Suggested guidelines for professional relationships are
A. establish your position
B. respect yourself & know your rights
C. relax and be yourself
D. all of the above
36
Hidden agendas can often be manifested as
A. jealousy
B. hostility
C. insecurity
D. all of the above
37
Some of the critical factors included in the successful handling of criticism include
A. appearing confident
B. being positive
C. keeping interaction brief, task centered and non threatening
D. all of the above
38
Constructive criticism, is a way to provide
A. strict control of a situation
B. pressure so employees perform above standard
C. others with measures of success, affirm and support
D. strong, rigid expectations so employees know their place
39
Supervisors should always be sure their criticisms are
A. fair and justified
B. based on subjective observations
C. conciliatory
D. emphatic, concise and public
40
Regarding documentation and counseling of an employee, the supervisor should
A. not keep any records
B. require the employee to maintain records
C. document absences, late assignments and excuses
D. not disclose information to the employee in question
41
If the employee continues to fall below minimum standards, the supervisor may be required to
A. move the employee to another supervisor
B. begin disciplinary action
C. redouble therapeutic efforts
D. allow the employee to attempt self-improvement alone
42
Which one of the following statements is true regarding criticism of others?
A. It is always appropriate to criticize the person
B. It is often appropriate to criticize the person
C. Criticism of the person is inappropriate
D. Only the employee’s supervisor is allowed to criticize the person
43
The supervisor’s criticism is best accepted by an employee if the supervisor
A. shows they are working toward common goals
B. shows how the criticism affects both the employee and supervisors
C. solicits the employee’s agreement
D. does all of the above
44
Who coined the phrase, “to understand what criticism is supposed to be; making a judgment for the sake of improvement”?
A. Henry Weisinger
B. Hans Selye
C. Peplau
D. Aristotle
45
When you must criticize others, what can you do to get the results you have asked for?
A. set the right level of realistic expectations
B. if you must criticize, then say it any way
C. critique their performance in an excitable manner
D. push, push, push until they do what you want
46
Creating your own ‘brand’ of leadership takes
A. live the possibilities
B. personal commitment
C. be open to change
D. all of these
47
What is a good way to respond to constructive criticism?
A. Listen and look for positive advice
B. clarify by asking questions
C. apply what you learn to future performance
D. all of the above are important responses
48
What are keys to helping employees reach their potential?
A. push them beyond their qualifications
B. conduct regular performance assessments
C. be critical of their work, hoping they will improve
D. let them figure out their problems by themselves
49
Advocates of peer mediators to solve conflicts helps by
A. focus on the real problem
B. depersonalize the disagreement
C. build relationships of trust between supervisors and managers
D. all of the above
50
The best ways to take steps to positive criticism are
A. stand up straight
B. look at the person
C. state your feelings
D. all of the above
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