Which statement if made by the nurse manager would be most effective when interacting with a difficult employee?
1. ?You should always talk with me when you are dissatisfied.?
2. ?Why would you make that kind of statement??
3. ?You always get defensive when I correct you.?
4. ?I can meet with you for 30 minutes to discuss your concerns.?
4
Explanation: 1. A common method to interact with a difficult person is to create physical distance and limit the
time spent with that person. Telling a difficult person ?you should? is incorrect because the
word should may be psychologically offensive to the individual. Asking the employee ?why?? is
incorrect because the word why may make the individual feel defensive. Saying ?you always?
and ?defensive? is incorrect because the label defensive attached to the behavior may be an
inaccurate perception.
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