ANS: A The good manager will guide the process of defining or identifying the problem by asking the what, when, and where of the problem. Before the manager can perform any of the other steps of problem solving, the problem must be identified. Importance is placed on management’s ability to differentiate between facts and opinions and to attempt to break down the information to its simplest terms. PTS: 1 DIF: Cognitive Level: Application REF: p. 224 OBJ: Apply problem-solving strategies to clinical management situations. TOP: Nursing management MSC: NCLEX: Not applicable More test answers on https://studyhippo.com/chapter-10-challenges-of-nursing-management-and-leadership-zerwekh-9th-ed/