Correct Answer: C

Rationale: The key difference between mediation and binding arbitration lies in the finality of the decision. In binding arbitration, the arbitrator's decision is ultimate, and both parties are obligated to comply with it. This differs from mediation, where a neutral third party facilitates negotiations but does not make a final decision. Choice A is incorrect as mediation is not necessarily sanctioned by the NLRB; it can be conducted independently. Choice B is incorrect because mediation does not involve a final decision-maker but focuses on facilitating discussions. Choice D is incorrect as binding arbitration does not aim to find the least harmful resolution but rather a final and binding decision by the arbitrator.

Correct Answer: B

Rationale: The Medical Reserve Corps (MRC) is the correct answer. This group consists of local volunteers who have completed emergency response training and are able to assist in the triage of injured citizens. Additionally, they participate in local health fairs to educate residents on tornado response procedures. The other choices are incorrect: MMRS (Metropolitan Medical Response System) focuses on coordinating resources for mass casualty incidents, NDMS (National Disaster Medical System) is a federally coordinated system for medical response during disasters, and CCRF (Commissioned Corps Readiness Force) is part of a specific governmental service branch.

Correct Answer: D

Rationale: In strategic planning, values and vision and mission statements play crucial roles. Values guide the organization's culture and decision-making processes, while vision and mission statements outline its long-term goals and purpose. Reengineering, on the other hand, is a separate process focused on restructuring business processes for improved performance efficiency. Therefore, the correct components of strategic planning are values and vision and mission statements, making option D the correct answer. Choices A and B are correct because they are directly related to setting the direction and purpose of the organization in a strategic planning process, while choice C, reengineering, is not typically considered a core element of strategic planning.

Correct Answer: B

Rationale: The correct answer is B, moral distress. Moral distress occurs when one knows the ethically correct action to take but feels constrained in their ability to take that action due to institutional, hierarchical, or other constraints. In this scenario, the nurses are experiencing uneasiness and discomfort due to an ethical issue, which aligns with the definition of moral distress. Choice A, moral suffering, is not the most appropriate term in this context as moral distress better describes the situation. Choice C, ethical dilemma, refers to a situation where a person is faced with two equally undesirable alternatives, which does not fully capture the nurses' current experience. Choice D, veracity, is unrelated to the nurses' situation and does not fit the context of the scenario.

Correct Answer: A

Rationale: Customer satisfaction is primarily based on the quality of personal interactions with staff. Positive personal interactions, including empathy, communication, and responsiveness, greatly impact a customer's overall experience and perception of the service provided, leading to increased satisfaction and loyalty. Choices B, C, and D are incorrect because while modern facilities, menu selection, and ease of procedures can contribute to customer satisfaction, they are secondary factors compared to the quality of personal interactions.