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A patient on your unit is very angry and hard to care for. She frequently belittles her caretakers. You have taken care of her for 2 days and ask the nurse manager to assign the patient to someone else. The nurse manager does as you ask, but the nurse she chooses comes to you and says, 'This isn't fair at all! She is your patient, and you are dumping her on me!' Which of the following alternatives is the best way to begin to resolve this conflict?
- A. Go back to the nurse manager and ask her to smooth things out.
- B. Tell the nurse privately that you needed an emotional break from the patient.
- C. Apologize to the nurse, take the patient back, and give the nurse one of the patients that had been assigned to you.
- D. Suggest that the nurse has not had the patient in a while and that it is her turn.
Correct Answer: B
Rationale: Explaining the need for an emotional break fosters understanding and opens a constructive dialogue to resolve the conflict.
You may also like to solve these questions
People will let you know how well you are communicating by giving you feedback.
- A. TRUE
- B. FALSE
Correct Answer: A
Rationale: Feedback is a critical part of communication, as it indicates how well the message is received and understood.
The Joint Commission recommends which type of shift-to-shift reporting?
- A. A recorded report so the on-coming staff can listen to specific information again if needed.
- B. A group report where all on-coming staff are in a room with all of the off-going staff.
- C. A bedside report where on-coming and off-going staff go to each patient's room together.
- D. No shift report because it is a violation of HIPAA.
Correct Answer: C
Rationale: The Joint Commission recommends bedside shift reports to enhance patient safety and communication by involving both staff and patients directly.
You are helping bathe a 27-year-old female patient who has had back surgery. Of the following, which is the best way to communicate your respect for the fact that you are 'invading' her personal space?
- A. Pull the curtains so no one can see you or the patient while you help with her bath.
- B. Pull the curtains, give her a dry towel, and tell her she can use it to 'cover up.'
- C. Pull the curtains and ask her how you can help her.
- D. Pull the curtains and tell her to wash her face and hands, then you will wash her back, and then she can 'finish.'
Correct Answer: B,C
Rationale: Pulling the curtains ensures privacy, and offering a towel to cover up respects her dignity. Asking how you can help involves her in the process, further showing respect.
I want to talk with you about Mrs. G's dressing change. It was supposed to have been changed 2 hours ago.'
- A. Assertive
- B. Avoidant
- C. Aggressive
- D. None of the above
Correct Answer: A
Rationale: This statement is assertive, directly addressing the issue in a clear, respectful manner without blame.
In the DESC method, the E stands for 'Explain.' What needs to be explained and why?
- A. Explain the impact of the behavior on the situation or others to clarify its significance.
- B. Explain the desired outcome to set expectations.
- C. Explain personal feelings to build empathy.
- D. Explain the solution to resolve the issue immediately.
Correct Answer: A
Rationale: Explaining the impact of the behavior helps the other party understand why the issue matters, fostering constructive dialogue.