The best response for the nurse manager to use with an angry employee is:
a. "What is wrong?"
b. "You are really inappropriate with your anger."
c. "If you would like to talk, we can go into my office."
d. "I'm not sure why you are angry, but don't take it out on me."
ANS: C
One must consider the setting in which one communicates and time one's message for maximal impact. Listening, an active process that requires conscious attention, is critical to good communication.
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