The nurse manager is concerned about a family member?s complaint regarding professional behavior of a nurse on the unit. Which is the most effective method to address this issue?
1. Post a memo to the nursing staff about expected professional behavior.
2. Send an e-mail to the nursing staff about expected professional behavior.
3. Address the complaint with the individual nurse via the telephone.
4. Discuss the complaint with the individual nurse face to face.
4
Explanation: 1. The more important or difficult issues should be communicated face to face to the nurse
involved so that the individual?s response can be seen and questions can be answered
appropriately. Posting a memo is incorrect because the purpose of a memo is to convey general
information to a group, and it has a low level of personal intimacy. Sending an e -mail is
incorrect because the purpose of e-mail is to broadcast information to large groups, and it has
a low level of personal intimacy. Addressing the complaint over the telephone is incorrect
because a telephone conversation is less intimate than face-to-face communication, and the
individual?s response cannot be seen.
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