Which indicates understanding of how communication with difficult ...

[luvbio]

Which indicates understanding of how communication with difficult people should be handled?
 
  1. I will ask a person upset about an issue to immediately sit down with me to talk about it.
  2. Most upset people just want their concerns heard and fixed as quickly as possible.
  3. I will try to figure out the underlying issue that is causing the persons distress and try to address it.
  4. I will send anyone who seems upset to discuss the issue with a supervisor or manager.

Question 2

Leaders and managers often exercise power differently. Select the powers most frequently used by leaders. Note: Credit will be given only if all correct choices and no incorrect choices are selected. Standard Text: Select all that apply.
 
  1. Reward power
  2. Information power
  3. Legitimate power
  4. Expert power
  5. Referent power

[Brummell1998]

Answer to Question 1

3
Explanation: 1. Most people who are upset have an issue causing them to be difficult and the nurse should
attempt to find out the exact issue causing the problem. More activity, such as getting a drink,
may be more effective than sitting still to defuse the situation. Individuals who are upset
sometimes just need someone to listen and may not have an issue to fix. The Band -Aid quick
fix is not always a good idea. Nurses should try to discuss the issue with the person before
seeking a supervisor or manager.

Answer to Question 2

2,4,5
Rationale 1: A leader may not have reward power unless the leader is also the manager. Leaders can be formal or informal.
Rationale 2: A leader may have information power.
Rationale 3: A leader may not have legitimate power unless the leader is also the manager. Leaders can be formal or informal.
Rationale 4: A leader may have expert power.
Rationale 5: A leader may have referent power.
Global Rationale:

[luvbio]

Excellent

[6ana001]

Wow, this really help