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."
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.
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