ANM Communication Strategies & Conflict Resolution 3 — Questions and Answers
Question 1: Which element is MOST important when giving corrective feedback to a staff member?
- Delivering it publicly to deter others
- Focusing on the behavior, not the person's character (Correct answer)
- Waiting until annual review to document it
- Using email to avoid a face-to-face conversation
Correct answer: Focusing on the behavior, not the person's character
Behavior-focused feedback is less threatening and more actionable than character-based criticism.
Question 2: A nurse manager uses a structured communication tool like SBAR during shift handoffs. This PRIMARILY improves:
- Staff morale
- Clarity and consistency of critical information transfer (Correct answer)
- Documentation completeness in the EHR
- Nurse-to-patient ratio management
Correct answer: Clarity and consistency of critical information transfer
SBAR provides a standardized framework that reduces omissions and miscommunication during handoffs.
Question 3: When negotiating a conflict between two staff members, the ANM acts as a neutral third party. This role is BEST described as:
- Arbitrator
- Mediator (Correct answer)
- Advocate
- Disciplinarian
Correct answer: Mediator
A mediator facilitates dialogue without imposing a decision, helping parties reach their own resolution.
Question 4: Non-verbal communication in a healthcare setting includes all of the following EXCEPT:
- Eye contact
- Tone of voice
- Body posture
- Written progress notes (Correct answer)
Correct answer: Written progress notes
Written progress notes are verbal (written) communication, not non-verbal.
Question 5: A new graduate nurse appears anxious during a code blue. The ANM should communicate FIRST by:
- Removing the nurse from the situation immediately
- Giving clear, simple, direct verbal instructions (Correct answer)
- Handing the nurse a written protocol to follow
- Waiting until after the code to provide guidance
Correct answer: Giving clear, simple, direct verbal instructions
Clear, direct communication minimizes cognitive overload and guides action during high-stress emergencies.
Question 6: Which of the following BEST describes the 'avoiding' conflict management style?
- Seeking a solution that partially satisfies both parties
- Withdrawing from the conflict or postponing resolution (Correct answer)
- Giving in to the other party's demands
- Addressing the conflict assertively to achieve one's goals
Correct answer: Withdrawing from the conflict or postponing resolution
Avoiding is characterized by sidestepping the conflict rather than directly addressing it.
Question 7: An ANM discovers that two charge nurses have been communicating conflicting instructions to staff. The BEST immediate action is:
- Discipline both charge nurses
- Convene a joint meeting to align on consistent messaging (Correct answer)
- Allow staff to choose which instructions to follow
- Issue a written memo without meeting with the charge nurses
Correct answer: Convene a joint meeting to align on consistent messaging
A joint meeting clarifies expectations, aligns leadership, and prevents continued confusion on the unit.
ANM Communication Strategies & Conflict Resolution 3
Which element is MOST important when giving corrective feedback to a staff member?