Chapter 18, Marquis Leadership 8e Ch 19 Organizational, interpersonal, and Group Communication, Ch 3: 21st century thinking about leadership and management

Which statement most accurately defines intrinsic motivation? A) Motivation that is directly related to a person's internal level of aspiration B) Motivation that is enhanced by the job's environmental conditions C) Motivation that is not shaped by personal values D) Motivation that is not related to achievement

A Feedback: Intrinsic motivation comes from within the individual. To be intrinsically motivated at work, the worker must value job performance and productivity. The other options are not as relevant to this factor.

Which statement made by the Director of Nursing demonstrates the value of internal promotion of nursing staff? A) "This facility values the efforts made by its nursing staff to perform at their highest levels of knowledge and practice." B) "A facility thrives on the injection of fresh, new ideas from those in manager positions." C) "Our budget allows for monetary incentives directed towards the recruitment of management personnel." D) "We are willing to extend the recruitment search upon we have the best positive person for this management position."

A Feedback: There are obvious advantages and disadvantages to recruiting for promotions from both inside and outside the organization. Recruiting from within can help to develop employees to fill higher-level positions as they become vacant. It can also serve as a powerful motivation and recognition tool since all employees know that opportunities for advancement are possible, and this encourages them to perform at a higher level. There are advantages to recruiting from outside the organization, however. When promotions are filled with people outside the organization, the organization is infused with people with new ideas. This prevents the stagnation that often occurs when all promotions are internal. External candidates, however, often cost more in terms of salary than internal ones. This is because external candidates generally need a financial incentive to leave their current positions for something else.

What did Victor Vroom emphasize the importance of? A) Managers knowing each employee's expectation of reward B) Managers being honest with their employees C) Making sure that the employees' lower-level needs are met D) Understanding that individuals react in a stimulus-response mode

A Feedback: Victor Vroom emphasized the importance of managers knowing each employee's expectation of reward. The other options are not related to Vroom's theory.

A transition has occurred in the twenty-first-century industrial age leadership to what type of leadership? A) Relationship age B) Quantum C) Authentic D) Thought

Ans: A Feedback: A transition has occurred in the twenty-first-century industrial age leadership to relationship age leadership. Quantum leadership suggests that the environment and context in which people work is complex and dynamic and that this has a direct impact on organizational productivity required by leader-managers in order to enhance their success. Authentic leadership suggests that in order to lead, leaders must be true to themselves and their values and act accordingly. Thought leadership refers to any situation whereby one individual convinces another to consider a new idea, product, or way of looking at things.

Avolio states that there are four factors that cover the components of authentic leadership. What is occurring when analyzing data rationally before making decisions? A) Balanced processing B) Internalized moral perspective C) Relational transparency D) Self-awareness

Ans: A Feedback: Balanced processing refers to analyzing data rationally before making decisions. Internalized moral perspective suggests that the authentic leader is guided by internal moral standards, which then guide his/her behavior. Relational transparency refers to openly sharing feelings and information appropriate to a situation, and self-awareness alludes to a knowing of self so as to make sense of the world.

Goleman in his best seller Emotional Intelligence identifies self-awareness as one of the five components of emotional intelligence. What is self-awareness? A) The ability to recognize and understand one's moods, emotions, and drives as well as their effects on others B) The ability to control or redirect disruptive impulses or moods as well as the propensity to suspend judgment C) A passion to work for reasons that go beyond money or status; a propensity to pursue goals with energy and commitment D) The ability to understand and accept the emotional makeup of other people

Ans: A Feedback: Self-awareness: The ability to recognize and understand one's moods, emotions, and drives as well as their effects on others. Self-regulation: The ability to control or redirect disruptive impulses or moods as well as the propensity to suspend judgment. Motivation: A passion to work for reasons that go beyond money or status; a propensity to pursue goals with energy and commitment. Empathy: The ability to understand and accept the emotional makeup of other people

Which activity supports the principles of strengths-based leadership? A) Tuition reimbursement for LPN to RN transition programs B) Rehab services to staff diagnosed with abuse problems C) Mental health counseling for depression and anxiety D) Smoking cessation support classes

Ans: A Feedback: Strengths-based leadership, which grew out of the positive psychology movement (began in the late 1990s), focuses on the development or empowerment of workers' strengths as opposed to identifying problems, improving underperformance, and addressing weaknesses and obstacles.

What is the conclusion of interactional theories regarding successful leadership? A) Leaders, followers, and the situation were all variables that interacted B) The situation had the most profound effect on success in leadership C) The situation has a greater effect on outcomes than followers do D) Good results would occur if leaders led well

Ans: A Feedback: The successful leader will diagnose the situation before applying strategies from a large repertoire of skills that involve assessing the various variables presented by the leader, the followers and the situation. The remaining options are not related to interactional leadership theory.

Which principle will help increase the likelihood that followers do not mislead their leader? A) Support the followers' right to disagree B) Rely only on facts and discount intuition C) Discourage acceptance until the facts are proved D) Identify who to rely upon and who not to listen to

Ans: A Feedback: There is no guarantee that followers will not mislead leaders, but adhering to certain principles, such as making sure that followers are allowed to disagree, will guard against this happening. The remaining options are flawed in the principles they support.

What concept is servant leadership based upon? A) Trusting and valuing employees B) Genuinely liking your colleagues C) A laissez-faire style of leadership D) A dynamic leadership charisma

Ans: A Feedback: These managers, termed servant leaders, put serving others, including employees, customers, and the community, as the number-one priority. In addition, servant leaders foster a service inclination in others that promotes collaboration, teamwork, and collective activism. The servant leader is not necessarily associated with the concepts identified in the other options.

What is a focus of thought leadership? A) Challenging the status quo B) Learning new technology C) Keeping up with current nursing knowledge D) Being a transformational leader

Ans: A Feedback: Thought leadership applies to a person who is recognized among his or her peers for innovative ideas and who demonstrates the confidence to promote those ideas. Thus, thought leadership refers to any situation in which one individual convinces another to consider a new idea, product, or way of looking at things. None of the other options is a focus of thought leadership.

21. How can the Internet be best used as a means of improving one's personal nursing practice? A) Accessing the latest research and best practice information B) Communicating with other health-care team members C) Minimizing the need for paper documentation D) Securing patient information for confidentially

Ans: A Feedback: As an information source, the Internet allows nurses to access the latest research and best practice information so that their care can be evidence based. The remaining options are not focused on personal nursing practice.

8. An RN is orienting a new graduate nurse to the unit and has found this individual's charting to be inadequate. What is the most appropriate statement to initiate a discussion with the new RN? A) Tell me in your own words what you intend your charting to convey. B) Your charting is non-descriptive. C) Do you think a refresher course in charting would help you? D) Are you having difficulty assessing your patient?

Ans: A Feedback: Assertive communication is not rude or insensitive, nor is it passive aggressive.

10. Which statement describes the informal communication referred to as ìthe grapevine? A) Most personnel engaging in the unofficial exchange of information. B) Information exchange is initiated by subordinates and directed upward C) Information is conveyed unofficially by administration through department heads D) The exchange of information initiated by someone in a staff position to someone in a line position

Ans: A Feedback: Informal communication through the grapevine occurs when most personnel are involved in the unofficial exchange of information. This process is not accurately described by any of the other options.

19. What is the most significant barrier to effective interpersonal communication? A) Incongruence between verbal and nonverbal messages B) Incongruence between telephone and written messages C) Incongruence between verbal and written messages D) Incongruence between telephone and nonverbal messages

Ans: A Feedback: The incongruence between verbal and nonverbal messages is the most significant barrier to effective interpersonal communication.

2. When does communication have the greatest likelihood of being accurately interpreted? A) More than one mode is used B) Face-to-face communication is used C) Written communication is used D) The sender repeats the message using the same mode

Ans: A Feedback: Using various communication methods in combination increases the likelihood that everyone in the organization who needs to hear the message actually will hear it. The other options are single methods.

Which action is associated with relationship age leadership? Select all that apply. A) Communicates regularly with subordinates B) Encourages teamwork to achieve problem solving C) Includes committee representatives from all areas that will be affected by the change D) Recognizes staff members who have contributed plausible problem-solving solutions

Ans: A, B, C, D Feedback: People skills, cooperation, and valuing staff knowledge are all characteristics of the relationship age leader. Focus on fact gathering rather than finding the meaning of the data is characteristic of an industrial age leader.

A manager demonstrating an understanding of the principles of Human Capital theory will schedule which staff in-service? Select all that apply. A) Effective communication skills B) Financial planning for retirement C) Advanced cardiopulmonary resuscitation D) Meeting the needs of the patient's family

Ans: A, C, D Feedback: Human capital can refer to a group's collective knowledge, skills, and abilities. Human capital theory suggests that individuals and/or organizations will invest in education and professional development if they believe that such an investment will have a future payoff. Communication, meeting family needs, and cardiopulmonary resuscitation are all skills and abilities that will enhance the individual's professional development and ultimately the services of the facility. The other options are related to the personal interests of the staff.

Which characteristics are associated with Collin's Highly Capable Individual level of leadership? Select all that apply. A) Possesses useful knowledge B) Builds effective interdisciplinary teams C) Galvanizes members to achieve goals D) Demonstrates effective organization skills

Ans: A, D Feedback: Level 1: Highly capable individual makes high quality contributions with their work; possesses useful levels of knowledge; and has the talent and skills needed to do a good job. Team building is a Level 2 characteristic. Organizational skills are associated with Level 3 while galvanizing members to achieve goals is demonstrated by Level 4 leaders.

Shirey suggests there are five distinguishing characteristics of authentic leaders. Which characteristic is occurring when authentic leaders link between purpose and passion by having congruence in beliefs and actions? A) Purpose B) Values C) Heart D) Relationships

Ans: B Feedback: Values: Authentic leaders link between purpose and passion by having congruence in beliefs and actions. Purpose: Authentic leaders understand their own purposes and passions as a result of ongoing self-reflection and self-awareness. Heart: Authentic leaders care for themselves and the people they lead, and their compassion is genuine. Relationships: Authentic leaders value building relationships and establishing connections with others, not to receive rewards but rather to strengthen the human connection.

Which response is characteristic of a servant leader? A) I don't think you have the skills necessary to be effective. B) Let me think about that request for 24 hours. C) Do whatever it takes to get it done fast. D) I'll personal handle this situation.

Ans: B Feedback: A servant leader always thinks before reacting. This leader also chooses words carefully so as to not damage those being led, provides directions toward goal achievement, and finds asking for input more important than personally providing solutions.

What is an example of a positive outcome of a leader's emotional intelligence? A) Emotions are held in check B) Emotions are used effectively C) Expression of one's emotions is expected D) Expression of one's emotions is encouraged

Ans: B Feedback: Emotional intelligence refers to the ability to use emotions effectively and is required by leader-managers in order to enhance their success. Holding one's emotions in check can be unhealthy. The remaining options do not address the usefulness of emotions.

Which statement regarding the characteristics of a good leader is true? A) They are totally trustworthy B) They may have character flaws C) They are by nature good intentioned D) Charisma is their strongest attribute

Ans: B Feedback: Leaders may be deceitful and trustworthy, greedy and generous, and cowardly and brave. To assume that all good leaders are good people is foolhardy and makes us blind to the human condition. It is only when we recognize and manage our failings that leaders achieve greatness.

3. Which statement concerning nonverbal communication is true? A) It is consistent across cultures B) It is given more credence than verbal communication when the two are incongruent C) It should be minimized because it confuses the receiver regarding the true intent of the message D) It is a significant part of the communication exchange only when it is not congruent with the verbal exchange

Ans: B Feedback: Because nonverbal communication indicates the emotional component of the message, it is generally considered more reliable than verbal communication. None of the remaining options present true statements regarding nonverbal communication.

6. Which behaviors would be associated with a group in the ìnormingî stage? A) Group members actively attempt to impress each other with their credentials B) Group members establish short- and long-term goals for the group to accomplish C) Group members achieve stated goals D) The group terminates and celebrates its accomplishments

Ans: B Feedback: In the norming stage, consensus evolves as group cohesion develops. This is the only option that describes a behavior associated with a group's norming stage.

5. The hospital is facing low census and downsizing. However, the RNs have been assured that everyone on the unit will keep their jobs and downsizing will occur through normal attrition and voluntary absences without pay. Today, the evening charge nurse reported that last evening the staff was discussing various rumors about mass layoffs. What is the best approach to take? A) Tell an informal leader on the evening shift the truth and let the leader spread the news informally B) Hold a meeting for all staff members and tell them that the rumor is not true C) Ignore the rumor because it will soon pass D) Find out who started the rumor and correct the information

Ans: B Feedback: Nurse-leaders should intervene appropriately when communication problems (in this case, rumors) arise. The remaining options fail to fulfill that responsibility as effectively as the correct option does.

20. Which method best provides a structured orderly approach to communicating accurate, relevant information, in emergent patient situations as well as routine handoffs? A) GRRRR listening model B) SBAR tool C) Hospital information system D) Wireless, local area networking

Ans: B Feedback: SBAR provides a structured, orderly approach to provide accurate, relevant information, in emergent patient situations as well as routine handoffs. The other options are not as focused on providing information in all the described situations.

23. Which nursing action demonstrates compliance with the American Nurses Association (ANA) principles for social networking by nurses? A) Strictly avoiding the use of social networking in a professional setting B) Participating in the development of institutional policies governing online conduct C) Ignoring any information that appears to have the potential to harm a patient's welfare D) Realizing that social networking is not related to a nurse's professional boundaries

Ans: B Feedback: The ANA has developed principles for social networking that include participation in policy development, nurse patient boundaries, separating personal and professional online information, and reporting to authorities when patient welfare has been potentially harmed.

22. Which behavior by a team member is demonstrated through cynicism and a nonchalance attitude about the group's work? A) Blocker B) Playboy C) Dominator D) Recognition seeker

Ans: B Feedback: The playboy remains uninvolved and demonstrates cynicism, nonchalance, or horseplay. The blocker persists in expressing negative points of view and resurrecting dead issues. The dominator attempts to control and manipulate the group while the recognition seeker works to focus positive attention on himself.

16. What is the traditional form of communication in organizations that helps to coordinate activities in various levels of the hierarchy? A) Upward B) Downward C) Horizontal D) Diagonal

Ans: B Feedback: In downward communication, the manager relays information to subordinates. This is a traditional form of communication in organizations and helps to coordinate activities in various levels of the hierarchy. The other forms are not as effective as the various levels of an organization's hierarchy.

A manager has proposed to the hospital board that it hires someone to teach management and leadership classes and that head nurses are paid to attend the classes. What is this an example of? A) Using emotional intelligence B) Transformational leadership C) Building human capital D) Using quantum leadership

Ans: C Feedback: By providing classes in leadership, the manager is investing in the potential of the head nurse staff to become better leaders and managers. Human capital refers to the attributes of a person that are productive in some economic context, although it is normally measured and conceived of as a private return to the individual as well as a social return. None of the remaining options relate to the example provided.

To decrease overtime, the manager of a surgical unit offers nurses who get their work finished on time for an entire 2-month period an extra day off with pay at regular time. What is this an example of? A) Bribing nurses B) Quantum leadership C) Principal agent theory D) Servant leadership

Ans: C Feedback: Principal agent theory suggests that followers may have an informational (expertise or knowledge) advantage over the leader as well as their own preferences, which may deviate from that of the principal. This may lead to a misalignment of goals. To influence the agent, the principal offers an incentive that corrects excessive overtime. The remaining options do not represent the example offered.

Avolio states that there are four factors that cover the components of authentic leadership. What is occurring when one openly shares feelings and information appropriate to a situation? A) Balanced processing B) Internalized moral perspective C) Relational transparency D) Self-awareness

Ans: C Feedback: Relational transparency refers to openly sharing feelings and information appropriate to a situation. Balanced processing refers to analyzing data rationally before making decisions. Internalized moral perspective suggests that the authentic leader is guided by internal moral standards, which then guide his/her behavior, and self-awareness alludes to a knowing of self so as to make sense of the world.

How many characteristics such as servant leadership does Tabaka suggest is required of an agile organization today? A) 1 B) 5 C) 10 D) 15

Ans: C Feedback: Tabaka suggests that servant leadership is one of the top 10 characteristics of an agile organization today.

What is the critical leadership skill when attempting to build a cooperative and effective team? A) Showing their true feelings B) Empathizing with followers C) Identifying existing emotions in themselves and others D) Manipulating the emotions of all involved to achieve stated goals

Ans: C Feedback: Theorists studying emotional intelligence posit that the ability to identify emotions in themselves and in others is a critical ingredient of leaders, enabling them to build a cooperative and effective team. While the other options may have value, they do not represent the critical skill related to team building.

7. Which statement describes assertive communication? A) It makes you respect yourself and allows you to get what you want B) Although it is unfeminine, it is a necessary communication skill for female managers C) It involves rights and responsibilities for all parties in the communication D) Assertive communication will never offend anyone

Ans: C Feedback: Assertive communication allows people to express themselves in direct, honest, and appropriate ways that do not infringe on another's rights. The remaining statements do not correctly describe assertive communication.

9. The RN overhears the nurses' aide speaking in a harsh tone to Mrs. Smith, who has some early Alzheimer's memory loss. Which statement will the RN make to begin addressing this issue? A) You must remember to watch your tone of voice with patients. Someone might overhear. B) Do you think it would be a good idea to have an in-service on dealing with Alzheimer's patients? C) I am concerned about your conversation with Mrs. Smith. It seemed short and impatient. D) I have decided to reassign Mrs. Smith to another aide.

Ans: C Feedback: Assertive communication effectively identifies and addresses an issue without being rude, insensitive, or passive aggressive. None of the remaining options actually identifies the communication problem.

15. What location of the SBAR charting tool states the patient's problem? A) Situation B) Background C) Assessment D) Recommendation

Ans: C Feedback: Assessment is where the nurse states the patient's problem. The problem is not documented in any of the other SBAR locations.

14. What is important to remember about gender differences in communication? A) Men are more collaborative communicators B) It rarely impacts nursing care C) It affects the quality of organization communication D) Women are more competitive communicators

Ans: C Feedback: Men are usually more competitive and less collaborative than women in their communication patterns, and differences often impact the quality of organization communication.

17. What portion of GRRRR (greeting, respectful listening, review, recommend or request more information, and reward) is being used when the speaker summarizes the information conveyed to make sure the message was understood correctly? A) Greeting B) Respectful listening C) Review D) Recommend or request more information

Ans: C Feedback: Review occurs when the speaker summarizes the information he/she has conveyed to make sure the message was understood correctly. Once the speaker is finished conveying this summary and the other party has validated or clarified it, the listener has enough information to recommend or request more information. This does not occur in any of the other portions of the model.

1. What is the best combination that characterizes the communication process? A) Sender receiver message B) Receiver message sender C) Sender message receiver D) Message sender receiver

Ans: C Feedback: The combination that best characterizes the communication process is sender message receiver. The other options would result in the likelihood of miscommunication.

12. Regarding group building, what is the responsibility of the gatekeeper? A) Mediating, harmonizing, and resolving conflict B) Accepting and praising the contributions and viewpoints of group members C) Facilitating and promoting open communication of all group members D) Recording the group's process and providing feedback to the group

Ans: C Feedback: The gatekeeper makes sure all voices in the group are heard in order to facilitate and promote open communication. The role of gatekeeper is not accurately described by any of the other options.

4. An RN is a team leader for a small module of patients. While listening to a tape- recorded report on Mr. Smith, one of your team members remarks, My mother lives near him and she says his wife is a terrible housekeeper. As the leader of the team, what will the RN do? A) Ask the informant to be quiet B) Include the information in report for the next shift C) Ask the team member what the purpose was in sharing the information D) Ignore the comment

Ans: C Feedback: The role of the leader is to encourage communication that is appropriate and discourage communication that is inappropriate among staff. The other options fail to convey that responsibility.

24. Which vocal delivery suggests that a person is asking a question rather than making a statement? A) Loudness B) Slurred words C) Tentativeness D) Rapid delivery

Ans: C Feedback: Vocal clues such as tone, volume, and inflection add to the message being transmitted. Tentative statements sound more like questions than statements, leading listeners to think that you are unsure of yourself, and speaking quickly may be interpreted as being nervous. Loud and slurred speech can be barriers to communication.

18. What communication mode is considered most reliable in conveying the emotional component of the message? A) Written B) Verbal C) Nonverbal D) Telephone

Ans: C Feedback: Nonverbal communication is considered more reliable because it conveys the emotional part of the message. The other modes are not as effective with conveying emotion.

There are current and future paradigm shifts in health care that affect the leadership skills needed by nurses in the twenty-first century. What issue at the organizational and unit levels are nurse-leaders being directed to address? A) Active involvement in greatly needed health-care reform B) Persistent and growing international nursing shortage C) Shortage of qualified first-level nursing managers D) High turnover rates by staff nurses

Ans: D Feedback: At the organizational and unit levels, nurse-leaders are being directed to address high turnover rates by staff, an emerging shortage of qualified top-level nursing administrators, growing trends toward unionization, and intensified efforts to legislate minimum staffing ratios and eliminate mandatory overtime, while maintaining cohesive and productive work environments. At the national level, nurse-leaders and nurse- managers are actively involved in greatly needed health-care reform and in addressing a persistent, and likely growing, international nursing shortage. The other options, while describing noteworthy issues, do not include the issue that affects needed skills.

Which statement concerning nursing leadership functioning at its potential is true? A) The leadership role is most important in nursing today B) Leadership is most important in managing health-care costs C) The most important nursing leadership role is being charismatic D) There is a need to integrate nursing management and nursing leadership

Ans: D Feedback: For managers and leaders to function at their greatest potential, the two roles must be integrated. The other statements are not true.

What statement describes the concept of quantum leadership? A) Ability to use emotions effectively that is required by leader-managers in order to enhance their success B) In order to lead, leaders must be true to themselves and their values and act accordingly C) One individual convinces another to consider a new idea, product, or way of looking at things D) The environment and context in which people work is complex and dynamic and that this has a direct impact on organizational productivity

Ans: D Feedback: Quantum leadership suggests that the environment and context in which people work is complex and dynamic and that this has a direct impact on organizational productivity required by leader-managers in order to enhance their success. Authentic leadership suggests that in order to lead, leaders must be true to themselves and their values and act accordingly. Thought leadership refers to any situation whereby one individual convinces another to consider a new idea, product, or way of looking at things.

Goleman in his best seller Emotional Intelligence built upon work in his identification of five components of emotional intelligence. Which component of emotional intelligence is occurring when a person is proficiently handling relationships and building networks? A) Self-regulation B) Motivation C) Empathy D) Social skills

Ans: D Feedback: Social skills: Proficiency in handling relationships and building networks; an ability to find common ground. Self-regulation: The ability to control or redirect disruptive impulses or moods as well as the propensity to suspend judgment. Motivation: A passion to work for reasons that go beyond money or status; a propensity to pursue goals with energy and commitment. Empathy: The ability to understand and accept the emotional makeup of other people.

13. What statement about the maintenance of confidentiality is true? A) It must never be breached B) It is made easier with electronic technology C) It is primarily the duty of the medical records staff D) It can be breached when necessary for legitimate professional need

Ans: D Feedback: Confidentiality of patients must be upheld, unless there is a legitimate professional need to know, such as when a provider must share information about a patient with another provider so that the other provider can assume care. None of the other options is an accurate statement regarding confidentiality.

11. Which statement regarding a memo is true? A) A memo makes it main point at least twice B) A memo is written using an authoritative format C) Headings are not used in a memo to avoid confusing the reader D) Only essential information is included in a memo

Ans: D Feedback: Only essential information is included in a memo since extraneous information will detract from the message. None of the other options presents correct information concerning a memo.

An organization has hired six RNs who have recently immigrated to the United States. The manager has noticed they interact very little with other staff, often speaking in their own language during their breaks, although they speak English while on duty. Which intervention would be the most helpful action for the manager to help these new RNs better assimilate? A) Explain to the new nurses the problem that their isolating is causing. B) Arrange to send them to an English language course at the local adult school. C) Ask the established RNs to make an effort to include the new nurses in after-work activities. D) Begin a short sharing session before client report, so all RNs can share information about their cultures and differences in client care.

Ans: D Feedback: Providing an opportunity for both groups of nurses to share their cultural heritage and differences in nursing care is an opportunity to promote acceptance among all members of the staff. It has been established that speaking the language is not a problem since they do so while on duty. Including them in after-work activities may demonstrate willingness on the staff's part but will not address work-related isolation. Merely presenting the problem to the new nurses does not show managing initiative.

25. A nurse sits at the foot of a patient's bed during an admission interview. This positioning supports the proxemics concept of which psychological comfort zone? A) Intimate relationships B) Personal interactions C) Social exchange D) Public distance

Ans: D Feedback: The study of how space and territory affect communication is called proxemics. In the United States, between 0 and 18 inches of space is typically considered appropriate only for intimate relationships; between 18 inches and 4 feet is appropriate for personal interactions; between 4 and 12 feet is common for social exchanges; and more than 12 feet is a public distance (Loo). Most Americans claim a territorial personal space of about 4 feet.

What managerial characteristic is essential in assuring that employees will find joy at work? A) Attending to the organizational climate B) Forming respectful relationships C) Effectively supervising employee work D) Partitioning for salary increases

B Feedback: Employees value a trusting and helpful manager who lets them know their uniqueness is understood. The remaining options are not essential to facilitating employee work-related joy.

Which course of action would be most apt to help a demotivated RN with personal and professional renewal? A) Begin job hunting in a new field B) Start practicing self-care C) Take a management class D) Start leaving work early

B Feedback: For self-care, the manager should seek time off on a regular basis to meet personal needs, have recreation, form relationships outside the work setting, and have fun. Friends and colleagues are essential for emotional support, guidance, and renewal. A proper diet and exercise are important to maintain physical as well as emotional health. The remaining options are not practical and lack the focus on self.

Which is a motivating factor identified in Herzberg's motivation-hygiene theory? A) Money B) A chance for promotion C) A well-lighted parking lot D) Free meals in the cafeteria

B Feedback: Herzberg maintained that motivators such as promotion are present in work itself; they give people the desire to perform well. The other options were viewed less impactful on motivation.

What is the implication in a hierarchy of needs? A) All needs have equal power in motivation B) Unsatisfied needs trigger behavior C) Lower level needs are less valued D) Some individuals have hereditary needs

B Feedback: Hierarchy of need implies that people are motivated to satisfy certain needs, ranging from basic survival to complex psychological needs, and people seek a higher need only when the lower needs have been predominantly met.

According to Skinner, how should rewards used as a way to reinforce behavior be given? A) At established intervals B) Specific to a particular performance C) Sometime after the event for maximum reinforcement D) Very sparingly to make them more valuable

B Feedback: If rewards are to succeed as motivational strategies, they should represent genuine accomplishment on the part of the employee. Rewards can be spontaneous, as long as they are truly deserved. The other options are not supportive of Skinner's thoughts on rewards.

Which action by the nursing manager will have the greatest impact on staff satisfaction regarding the filling of an assistant management position? A) Making the decision to fill the position with an internal recruitment search B) Assuring the staff that established recruitment polices will be followed consistently C) Publishing the promotion criteria where it can be viewed by all interested employees D) Encouraging staff that has the needed skills and knowledge to apply for the position

B Feedback: Regardless of what the organization decides, the policy should be consistently followed and communicated to all employees. While making the decision to hire internal has both advantages and drawbacks. Publishing the criteria is appropriate but does not have the impact that consistent policies have on the staff's satisfaction with the process. Encouraging qualified staff to apply may be ineffective if they feel pressured to accept the promotion.

Which is an example of a hygiene factor according to Herzberg? A) Achievement B) Recognition C) Salary D) Work

C Feedback: A hygiene factor is salary. Motivators include achievement, recognition, and work.

What is the purpose for a manager to engage in "networking"? A) To bolster self-esteem B) To unwind from work C) To further professional goals D) To meet altruistic needs

C Feedback: A manager networks by joining a professional group to which one can contribute and that serves to further professional goals. The goal of networking is not stated by any of the other options.

What is employee behavior best reinforced by? A) Praise from a supervisor B) An increase in their pay C) A personally valued reward D) Threat of punishment

C Feedback: Each person is a unique individual who is motivated by different things. The other options lack that element of personal value.

What is intrinsic motivation directly related to? A) Work environment B) External rewards C) Personal aspiration D) Completion of work

C Feedback: Intrinsic motivation comes from within the person, driving him or her to be productive such as personal goals and aspirations. Rewards resulting from extrinsic motivation (which is motivation that is enhanced by the work environment) occur after the work has been completed.

Which statement is typically true of job satisfaction levels? A) They are higher for subordinates than for management staff B) They decline as the level of participation in unit decision making increases C) They are related to the degree of work life control subordinates perceive they have D) They are fairly static given that unit cultures are traditionally very difficult to change

C Feedback: Job satisfaction levels can be correlated with the degree of control subordinates perceive they have over their work life. The remaining statements are not true regarding job satisfaction.

McClelland's studies state that all people are motivated by three basic needs. What are these needs? A) Physiological, security, esteem B) Safety, social, self-actualization C) Achievement, affiliation, power D) Responsibility, supervision, job security

C Feedback: McClelland's studies state that all people are motivated by three basic needs: achievement, affiliation, and power. McClelland does not include the other options as needs associated with motivation.

According to McGregor, what do Theory X assumptions hold? A) Putting forth effort is natural B) Workers are diligent, responsible, and helpful C) Workers are lazy, uncreative, and indifferent toward work D) Increased rewards will motivate workers

C Feedback: McGregor believed that how the manager views the employees will affect motivation and productivity. Theory Y managers thought workers were motivated, but Theory X managers thought they were lazy, uncreative, and indifferent. The remaining options are not addressed by these assumptions.

When attempting to create a work environment that includes appropriate and effective monetary incentives, the nurse-manager will initially address which issue? A) Whether the incentives are allowed by the policies of the institution B) Whether the budget will allow for monetary rewards large enough to create incentive C) Whether the staff views monetary incentives as having the greatest value D) Whether other nurse-managers feel that monetary incentives are appropriate

C Feedback: Organizations must be cognizant of the need to offer incentives at a level where employees value them. This requires that the organization and its managers understand employees' collective values and devise a reward system that is consistent with that value system. While the other options represent reasonable areas to explore, they are not the initial issue to be addressed.

What is one of the most powerful yet frequently overlooked or underused motivators that the manager can use to create a motivating climate? A) Intrinsic motivation B) External motivation C) Positive reinforcement D) Self-care

C Feedback: Positive reinforcement is one of the most powerful motivators the manager can use and is frequently overlooked or underused. The other options are personal in nature.

What did Gellerman state about most managers in organizations? A) They undermanage subordinates B) They define responsibilities too broadly C) They stretch employees' comfort levels too much D) They fail to give employees sufficient decision-making power

D Feedback: Gellerman states that most managers in organizations over-manage, making the responsibilities too narrow and failing to give employees any decision-making power or to stretch them often enough.

What did the motivational theorist Saul Gellerman argue? A) Individuals should be "stretched" on a regular basis to increase their productivity and motivation levels B) "Stretching" should be used as a motivational strategy only for affiliation-oriented individuals C) "Stretching" should be used as a motivational strategy only when an individual is already demotivated D) Employees should be "stretched" intermittently to complete tasks more difficult than what they are used to doing

D Feedback: Gellerman suggested stretching, which involves assigning tasks that are more difficult than what the person is used to doing. Stretching should not, however, be a routine or daily activity. The remaining options are not true statements regarding "stretching."

Which reward is an example of intrinsic motivation? A) The prized locker is awarded to the staff member voted "most helpful" by their peers B) An extra vacation day is awarded for every 6 months a staff member is "call off" free. C) The entire staff is treated to a pizza party each time the unit earns a "patient satisfaction" award D) A staff member is awarded a trip to a nursing conference based on the written request that was submitted

D Feedback: Intrinsic motivation comes from within the individual. It is driven by a need to improve and be more productive such as attending a nursing conference. Extrinsic motivation is motivation enhanced by the job environment or external rewards. Rewards and reinforcements are given to encourage certain behaviors and/or levels of achievement. The remaining options are examples of extrinsic motivations.

According to McClelland, what does achievement motivation focus on? A) The extrinsic rewards to be acquired B) A need to nurture others C) A need to have legitimate power over others D) The intrinsic need to be successful

D Feedback: McClelland stated that achievement-oriented people will focus on improving (succeeding) through action. None of the other options have that impact on motivation.

What is the most important strategy for avoiding burnout and maintaining a high motivation level? A) Intrinsic motivation B) External motivation C) Positive reinforcement D) Self-care

D Feedback: Perhaps the most important strategy for avoiding burnout and maintaining a high motivation level is self-care. The other options are not as impactful in avoiding burnout and sustaining motivation.

Which is the basic factor involving staff motivation and its relationship with the achievement of unit-oriented goals? A) The autonomy the staff has to achieve the stated goals B) The input the staff has in establishing the unit goals C) The value the staff places on the stated unit goals D) The relationship staff has with their management

D Feedback: The interpersonal relationship between an employee and his or her supervisor is critical to the employee's motivation level. We often forget that the only way to achieve our goals is through the people who work with us. While the other options reflect factors that may impact goal achievement, they are not considered the basic factor.

What did motivational theorist Victor Vroom state? A) Personal motivators could be separated from job satisfiers B) People are motivated by three basic needs: achievement, affiliation, and power C) A manager's assumptions about workers directly affect the intrinsic motivation of the workers D) Employees' expectations about their work environment or a certain event will affect their behavior

D Feedback: This theory is called Vroom's expectancy model.