Read the vignette at the beginning of Chapter 16, Nursing Leadership and Management. Using information from the chapter and the resources on the EVolve website, answer the following questions.
1. Nancy has been told in orientation that she will be expected to orient for charge nurse after six months of employment. Come up with a list of five skills you would recommend Nancy to develop over the next six months in order to be ready for this responsibility and give the rationale for including each skill on your list. (5 pts.)
Conceptual skills: It's important to be able to see the organizational big picture, and to be able to understand how one's own role fits into the overall organization.
Patient satisfaction and customer service - It's
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The manager will need to follow-up and monitor how well staff are performing their jobs.
Team building skills - The nurse manager must act as a role model and encourage staff members. Staff must commit to work together, have good communication, and be willing to cooperate. So that, the team can accomplish significantly more than working individually.
Decision making and problem solving skills - Not only are decision making and problem solving needed for clinical patient care, it will also be needed for managing the work unit. The nursing process of assessment, analysis and diagnosis, planning, implementation, and evaluation will need to be fine-tuned and superbly incorporated into all activities. 2. As a nurse employee, who are Nancy's customers? How would you describe the difference in internal customers and external customers. (1 pt.)
Internal customers are employed by the same company as the nurse employee, and external customers are not. External customers include, patients and families, physicians, insurances companies, and managed care companies. Internal customers include patient care staff members, staff members of other departments, administrators, social workers, dietitians, therapists, laboratory staff, maintenance and housekeeping