Which of the following are strategies the nurse should use when dealing with an angry client? (Select all that apply.)

Question

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

Answer 1

ANS: A, B, D
The nurse should defuse hostility by avoiding responding to a client's anger by becoming angry also. The nurse should use empathy in his or her communication. An angry client needs to have the nurse acknowledge both the issue and his or her feelings about that issue. Only then can the client begin to interact in a meaningful way. Empathy by the nurse may help defuse the situation. The nurse should deliberately begin to lower his or her voice and speak more slowly. When we get upset, we tend to speak quickly and use a higher tone of voice. If the nurse does the opposite, the client may begin to mimic him or her and thus calm down. The goal is to maintain safety while helping the client. Therefore, it may not always be appropriate to remain with the client because this may place the nurse in danger of physical harm. If the nurse feels in danger of physical harm, he or she should always maintain a space for safety and plan an exit.