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109 Cards in this Set
- Front
- Back
A new manager is implementing an initiative with the desired outcome to have the unit rum more smoothly, what quality is the manager demonstrating
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Being a CHANGE AGENT
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In the Lippitt’s phase, this phase requires people to collect data and this is known as
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Diagnose the problem
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When facilitating change in a staff it is important to build trust and recognize the need for change, according Lewin’s Force-Field Model this is called
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Unfreeze of the system
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The changes brought forth by the state boards of nursing are an example of which type of change agent?
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Power-coercive
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Even though this is not easy, facilitating __________ is a mandatory skill for all nurse managers and is crucial in the success of the manager.
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Change
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When is the time to make people think about the routines that have been previously followed and to consider what might be a better plan of action? Planning or Analysis of Data
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Planning
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A client/PT leave AMA (Against Medical Advice). This is an example of ______________ type of risk category
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Medical – Legal Incident
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A patient experiences a major incident. How soon should the incident be completed
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24 Hours
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A client is admitted to a medical-surgical unit after six hours in the emergency room. He requests that his AM care be delayed to allow him to rest. The nurse complies with his request. This is an example of which type of management philosophy? QM or TQM
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Total Quality Management
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A family member slips on the wet floor and hits her head. You understand that completion of an incident report is necessary for which hospital process? Risk or Quality Mngt
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Risk Management
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A client experiences difficulty breathing after the change of shift. The nurse on duty discovers that the IVFs were infusing at a rate 10 times the calculated normal. After notifying the physician, and correcting the rate what should be the next step in the client's care? Discipline the Previous Shift Nurse or Complete the Incident Report
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Complete the Incident Report
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A client experiences an air emboli, resulting in a stroke, during an IV start. This can be classified as which type of risk? This is a Medication Incident, Nursing Incident or Diagnostic Procedure
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Diagnostic Procedure
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In order to best reduce the potential for risk, the development of which type of atmosphere is needed? Nurse, Family or Patient Focused
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Patient Focused
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In order to best reduce the potential for risk, the development of which type of atmosphere is needed? Is this Legitmate power or Reward Power
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Reward Power
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A staff nurse wants to become instrumental in changing a policy regarding scheduling. Which of the following might be helpful in this situation? Talk to Charge Nurse, Talk to Director or Compile data that would support change
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Compile data that would support change
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A staff nurse tells other staff nurses that the manager is ineffective in order to move into the manager position. Which of the following would describe the nurse's actions? Going Above and Beyond or Using a Power Play
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Using a Power Play
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A nurse who is planning to run for the local school board will find which of the following sources of power important? Charisma or Connection
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Connection
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The theory that emphasizes the long-range plan, not rewards, is known as? Franklin Covey has a whole industry designed around this one thing
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Goal Setting
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A technique used to eliminate negative behavior by ignoring the behavior is known as __________. Unfreezing or Extinction
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Extinction
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What theory views motivation as learning? Conditioning or Reinforcement
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Reinforcement Reinforcement theory, also known as behavior modification, views motivation as learning. According to this theory, behavior is learned through a process called operant conditioning, in which a behavior becomes associated with a particular consequence. In operant conditioning, the response--consequence connection is strengthened over time -- that is, it is learned.
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According to Maslow's theory, what level needs to be met first?
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Physiological Needs
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The characteristic that influences staff to act in a certain way is: Esteem, Control, Instinct
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Instinct
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What is an attribute observed among nurses who strive to find the best way to do their job? Motivation, Punctual, Honest, Controlling
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Motivation
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Which of the following indicators is viewed as important by the nurse manager in relationship to a performance model? Flexibility or Daily job performance
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Daily Job Performance
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The time period to give as notice for an appraisal is: One Day, Two Days, 1 Week or 2 Weeks
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Two Days
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Assigning a rating on the basis of an overall impression is known as Halo, Leniency, Self Evaluation
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Halo
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One who works to bring about change is said to be a
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Change Agent
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The process of making something different from what it was
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Change
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Lewin has three elements to his change model name them
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Unfreezing, Moving, Refreezing
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Refreezing is an example of change how
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Full Effect, change or new habit is cemented into behavior
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In Lewins theory of Change Moving is
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Tacking Action, Making it Happen
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Driving Force is a way to facilitate change because they push participants in the desired direction
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True or False
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This type of force impedes change because it pushes in the opposite direction, what is
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Restraining forces.
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The Steps in the change Process
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Id Problem, Collect Data & Info, Select & Analyze data, Develop plan for change w time & resources, ID Supporters, Build Coalition of Supporters, Help prepare, Prepare to handle resistance, Provide Feedback, Evaluate Effectiveness
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List key elements of Assessment Change Process
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ID Problem, Collect data, Data Anaylsis
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When Authority makes the change it is considered
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Power-Coercive Strategies
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True or False when Empirical –Rational Model to Change is used it is Knowledge that is the driving power
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True
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A Change Strategy related to the assumption that change rest with the ideal the people act in accordance with social norms and values
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Normative-reeducative strategies
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List the individuals resistant to change
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Innovators, Early Adopters, Early Majority, Late Majority, Laggrads, Rejecters
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Innovators
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Love Change, Thrive on it!
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Early Adopters
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Receptive to Change
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Early Majority
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Perfer Status Quo, but will accept change
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Late Majority
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resistive, accepting change after most others have
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Laggards
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dislike change and are openly antagonistic
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Rejecters
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Actively oppose and may even sabotage change
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This management philosophy that emphasizes a commitment to excellence throughout the organization
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Total Quality Management (TQM)
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List the four components of TQM, Customer or client Focused, Total Organization Involvement &
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Use of quality tools and statistic measures, key processes for improvement
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True or False Client Focused TQM involves Internal & External Customers
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True
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What is the goal of TOI relate to TQM
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that all employees are involved and empowered with the responsibility to make a difference in the quality of service they provide.
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The idea “You can’t manage what you can’t measure” is related to what TQM principle
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Use of Quality Tools and Statistics for Measure
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Name the process used to improve quality and performance
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Continuous Quality Improvement CQI
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In health care CQI is used to
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investigate systematically ways to improve care.
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True or False CQI involves evaluation actions, and a mind set to strive constantly for excellence
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True
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List the four components that are key in the success of CQI related to well thought out process
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Resource Group, Coordinator, Team Leader, Team
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This is problem focused and deals with prevention as a component of quality management..what is
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Risk Management
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List the High Risk areas of Risk Management for an RN
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Medication Errors, Falls, PT/Fam Dissatisfaction, Refusal to sign consent for TX,
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Unexpected or Unplanned occurrence that may affect or potentially affect the PT/Fam/Staff is a Reportable Incident or Incident Report
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Reportable Incident
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List components of a Reportable Incident
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Discovery, Notification, Investigation, Consultation, Action, Recording
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PT admitted to Ed is given Vistaril 25.0 ml IM in stead of grams this is what kind of error
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Med Error
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Power is the ability to influence or to achieve goals
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Both
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This is defined as the consequence of real or perceived differences in mutually exclusive goals, values, ideas, attitudes, beliefs, feelings or actions what is
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Conflict
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This type of conflict does not emphasize winning…what is
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Disruptive Conflict
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A group of physicians come into conflict with the nursing staff of a unit over when AM vital signs are recorded. What type of technique might be used that respects the professionalism of both parties? What is Avoiding or Confrontation
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Confrontation
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Conflict with one individual is
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Intrapersonal
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Conflict with 2 or more individuals is
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Interpersonal
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Conflict within one group is
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Intragroup
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Conflict within 2 or more groups is
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Intergroup
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Filley’s Four Conflict Strategies
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Win – Lose, Lose-Lose, Win-Win, Intergrative decision Making
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Win- Win
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focuses on goal and attempts to meet the needs of both parties
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Win-Lose
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one party exerts dominance usually a power of authority and the other parties looses
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Lose-Lose
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neither sides goals or needs are meet
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Intergrative decision making
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the focus is on solving the problem rather then the end result
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True or false Daily job performance is the #1 factor for RN Managers when reviewing nursing staff
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True
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Reinforcement Theory is also known as
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Behavior Modification Theory
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Negative reinforcers are used to inhibit an undesired behavior also known as
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Punishment
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This techniques is used to ELIMINATE negative behavior
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Extinction
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Selectively reinforcing behavior that are successively closer approximations to the desired behavior is known as
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Shaping
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Name this type of learning theory, people learn new behavior through direct experience or by observing other people performing the behaviors, which results in a positive or negative outcome
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Social Learning Theory
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Adult Learning Theory has Six components that adults should consider vs. children
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Need to Know, Self-concept, Experience, Readiness to learn and time perspective, Motiviation
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The type of theory that discusses how motivation works to direct a person's efforts is Conditioning or Process
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Process
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What theory views motivation as learning
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Reinforcement
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True or False Enhancing Performance includes, ID Problem, Integrating Facilitating & Coordinating work, Creating a MOTIVATIONAL Climate
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True
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As a manager the Performance Appraisal Process should include
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Day to Day Interaction, Making Notes, Completing the Forms, Formal Interview, Follow up Session
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In Performance Appraisal what is #1 thing the Manager should initiate
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The Employee to Do Appraisal.
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Why do we give a performance review
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Constructive Feedback, Admin Decision Making Tool, Fair Employment Practice Law.
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Components to be Evaluated
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Traits and personal characteristics, Results-oriented system, Behavioral Criteria
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Traits and personal characteristics are Objective or Subjective
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Subjective
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Results –oriented behavior is Objective or Subjective
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Objective
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Behavioral Criteria is Objective or Subjective
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Objective
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A Tool that rate performance for 12month time frame is
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Traditional rating scale
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This is an essay or narrative and is best used with another evaluation method what is
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Essay Evaluation
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The manager only gets to give three raises, 1st employee 5%, 2nd employee 3%, 3rd Employee 1%
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Forced Distribution Evaluation
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With this evaluation Method the Employee is instructed to set goals ACLS, Charge Nurse, Education
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Results-Oriented Evaluation
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Everyone is above average in performance review
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Leniency Error
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Only the last 3month are used in performance review
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Recency Eror
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Halo Error
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All good or All bad
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Ambiguous evaluation standards (scoring)
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All 5 across the board
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Written Comments Problem
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Subjective, skip, recent events
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Who does the Appraiser team consist of
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Employee immediate manager, Peer Review, Group Evaluation
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Co-workers are a
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Peer Review
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Role of Manager during Appraisal Interview
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Put Employee at ease, State Purpose of Interview, Go through rating one by one, Draw out employee reaction to rating, Decide on action plan to increase performance areas, Set a follow up date, Express confidence in the employee
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The day to day process of helping employees improve their performance
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Coaching
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The goal of coaching
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to eliminate or improve performance problems.
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Coaching should be used when performance meets the standard &
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Improvement can still be obtained.
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Coaching involves the following role responsibilities
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staff development, interviewing, decision making, problem solving, analytical thinking, active listening, motivation, mentoring, communication skills, crucial conversation, appraisal interviews, disciplinary actions.
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Day to Day Coaching
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State Target, Tie Problem/Consequences, Explore Reasons, Ask for Solution, Arrange for follow up.
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Policy Violation contains all of the following except, Prepare before the meeting, Tell Employee they are going to be observed during shift, Objectively Undesired Behavior, Ask what happened & listen, Explain why this can’t continue, Ask for Problem Solving Ideas, Set and record a follow up date.
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Tell employee they are going to be watched during shift.
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What do Policy Violation and Terminating an Employee have in common
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Same list just no follow up with Termination
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Once employee terminated what are the steps
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Clear Expectations set from the beginning
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