Deck 26: Communicating Assertively and Responsibly With Aggressive Clients and Colleagues

Question 1

A student nurse is not able to start an IV after two attempts.Two staff nurses laugh and call the student nurse "stupid." The student nurse reports the staff nurses' behavior to the charge nurse.Which response by the charge nurse is best?

A)"This is an example of verbal abuse and is inappropriate."
B)"I think the nurses were just joking to relieve stress."
C)"The staff nurses did not mean to hurt your feelings."
D)"You just need more practice starting IVs."

Answer 1

"This is an example of verbal abuse and is inappropriate."

Question 2

The nurse cares for a patient who is angry about not being able to smoke while in the hospital.Which measures should the nurse implement when formulating a response to this patient? Select all that apply.

A)Remain calm and take a few deep breaths before speaking.
B)Choose words that convey respect for the patient.
C)Take the angry behavior personally to avoid misunderstandings.
D)Stay a distance of three to six feet away from the patient.
E)Respond with aggression to provide a safe environment.

Answer 2

Remain calm and take a few deep breaths before speaking.
Choose words that convey respect for the patient.
Stay a distance of three to six feet away from the patient.

Question 3

The nurse educator instructs staff nurses about how to respond effectively to colleagues who exhibit abusive behaviors.Which would indicate that teaching was effective if performed by a staff nurse?

A)A staff nurse remains calm and controlled when a colleague is abusive.
B)A staff nurse explains to an abusive colleague how the comments increase self-esteem.
C)A staff nurse shares feelings with a colleague who is consistently aggressive.
D)A staff nurse responds to an abusive colleague with aggression.

Answer 3

A staff nurse remains calm and controlled when a colleague is abusive.

Question 4

A family member of a critically ill patient is irritated and upset.Which statement,if made by the nurse,would be most appropriate?

A)"Why are you feeling upset?"
B)"You should not feel so upset."
C)"What have I done to make you upset?'
D)"Tell me what is upsetting you today."

Question 5

The nurse manager teaches a group of graduate nurses how to respond to angry colleagues effectively.Which statement,if made by a graduate nurse indicates a need for further instruction?

A)"It is important to consider your colleague's point of view."
B)"Anger may be caused by frustration or fear of loss of control."
C)"I should avoid interactions with angry colleagues."
D)"I may feel uncomfortable when dealing with an angry colleague."