The nurse is teaching an unlicensed assistive personnel (UAP) on ...

[Frost2351]

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 2

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.

[joanwhite]

Answer to Question 1

ANS: A
Potential approaches for dealing with difficult clients include using a calm tone and avoiding conveying irritation. Potential approaches for dealing with difficult clients also include: working with staff so all use the same uniform approach to the client's demands; promoting trust by providing immediate feedback; and explaining the limits of one's role.

Answer to Question 2

ANS: C
Nonverbal clues to anger include grimacing, clenching jaws or fists, turning away, and refusing to maintain eye contact. Verbal clues by a client may, of course, include use of an angry tone of voice, but they may also be disguised as witty sarcasm or as condescending or insulting remarks. The client's remarks are condescending, not humorous. The client's remarks are verbal, not nonverbal. Use of condescending remarks is an example of passive-aggressive communication.

[Frost2351]

Excellent

[aliotak]

TYSM