Deck 13: Resolving Conflicts Between Nurse and Client

Question 1

The nurse's first response in dealing with a conflict situation that involves a client is to

A) understand the context of the situation.
B) impose more controls on the client.
C) gain a clear understanding of one's own personal response.
D) encourage the client to discount statements made by the nurse.

Answer 1

gain a clear understanding of one's own personal response.

Question 2

A client on a psychiatric unit is found pacing the halls and angrily punching at the wall.The nurse's primary goal should be to

A) assertively tell the client to stop the behavior.
B) suggest that the client write in a journal to help relieve anxiety.
C) speak in a loud voice in order to alert other staff members.
D) maintain safety while helping the client.

Answer 2

maintain safety while helping the client.

Question 3

A nurse manager is educating nurses about the risk of violence experienced by nurses and social workers in their workplace when compared to other professionals.The nurse manager states that nurses and social workers are at

A) three times greater risk to experience violence in their workplace than are other professionals.
B) four times greater risk to experience violence in their workplace than are other professionals.
C) no greater risk to experience violence in their workplace than are other professionals.
D) two times greater risk to experience violence in their workplace than are other professionals.

Answer 3

three times greater risk to experience violence in their workplace than are other professionals.

Question 4

Which of the following are strategies the nurse should use when dealing with an angry client?

A) Defuse hostility
B) Avoid responding to a client's anger by getting angry
C) Speak quickly and use a higher tone of voice
D) Use empathy when communicating with the client
E) Remain with the client

Question 5

When working in situations that involve conflict,the nurse recognizes that which of the following is true in relation to conflict?

A) Conflict always leads to impaired relationships.
B) Conflict arises from compatible goals and needs.
C) Most people experience conflict as a lack of discomfort.
D) Conflict serves as a warning that something in the relationship needs closer attention.

Question 6

When interacting with the nurse,a client makes several condescending remarks directed toward the nurse.The nurse recognizes this behavior as an example of

A) the use of humor.
B) active listening.
C) a verbal clue to anger.
D) assertiveness.

Question 7

The nurse is teaching an unlicensed assistive personnel (UAP)on potential approaches for dealing with difficult clients.The nurse recognizes that additional teaching is required when the UAP states

A) "I will be assertive by conveying my irritation toward the client's behavior."
B) "I will collaborate with staff so we all use the same uniform approach when responding to the client's demands."
C) "I will promote trust in the client by providing immediate feedback."
D) "I will explain to the client the limits of my role as an UAP."

Question 8

A client yells,"Take this mess away from here.How could anyone eat this food? What kind of place are you running here?" The nurse uses skills of assertiveness to promote change that is focused on

A) feelings.
B) attitudes.
C) behaviors.
D) motivations.

Question 9

After fasting from 10 p.m.the previous evening,a client learns that the procedure has been cancelled.The client curses at the nurse and accuses the nurse of being incompetent.The nurse's best response would be

A) "You have no right to say that to me. You are nasty."
B) "I can understand that you're upset, but I feel uncomfortable when I am cursed at."
C) "Perhaps we shouldn't get so angry when things don't work out the way we think they should."
D) to leave the room and refuse to return to answer the call light when the client calls.

Question 10

The initial interpersonal strategy to help the client reduce strong emotion to a workable level involves

A) talking the emotion through with someone.
B) providing a neutral, accepting, interpersonal environment.
C) taking action that might help the client come to terms with the emotional consequences.
D) obtaining more information.

Question 11

When providing home health care to a client suffering from Alzheimer disease who fell and broke his hip 3 weeks ago,the nurse teaches the client's family correct use of the walker.This represents which stage of the nurse-caregiver relationship?

A) Worker-helper
B) Worker-worker
C) Nurse as manager; family as worker
D) Nurse as nurse for family caregiver

Question 12

A client yells at the nurse frequently and uses profane language.Which of the following is the most appropriate response by the nurse?

A) Remain silent and do not respond
B) Use an "I" statement when speaking to the client
C) Tell the client, "You make me angry."
D) Ignore the behavior and walk away

Question 13

Which of the following is true about assertion communication?

A) Components include the ability to say no and to ask for what you want.
B) It includes a demonstration of deference to the demands of others.
C) It consistently violates the needs of others.
D) It includes the expression of only positive thoughts and feelings.

Question 14

A client states to the nurse in a hostile voice,"I am sick of being poked at and stuck with needles.Go away and leave me alone." Which of the following is the best statement by the nurse?

A) "I am not surprised that you wish to be left alone."
B) "I'm so sorry you are feeling so upset."
C) "You feel vulnerable and depressed as a result of all these treatments."
D) "Okay, I will go away."

Question 15

The nurse is caring for an intoxicated client who has been admitted to the emergency department.The client appears very angry and frequently shouts at the nurse and demands to see the physician.The best response by the nurse is to use

A) blaming.
B) empathy.
C) competition.
D) "I" statements.

Question 16

When a physician writes an order for the nurse to withhold life-saving treatment from a terminally ill client,the nurse is faced with two different choices,each supported by a different ethical principle.This type of conflict is known as

A) covert conflict.
B) overt conflict.
C) interpersonal conflict.
D) intrapersonal conflict.

Question 17

The most effective problem-solving style for genuine resolution that creates a win-win situation is

A) accommodation.
B) avoidance.
C) competition.
D) collaboration.

Question 18

Which of the following best describes the goal of assertiveness?

A) Offering responses that contain "you" statements
B) Indirect communication
C) Standing up for one's personal rights
D) Ignoring the rights of others