Which indicates understanding of how communication with difficult people should be handled?
1. ?I will ask a person upset about an issue to immediately sit down with me to talk about it.?
2. ?Most upset people just want their concerns heard and fixed as quickly as possible.?
3. ?I will try to figure out the underlying issue that is causing the person?s distress and try to address it.?
4. ?I will send anyone who seems upset to discuss the issue with a supervisor or manager.?
3
Explanation: 1. Most people who are upset have an issue causing them to be difficult and the nurse should
attempt to find out the exact issue causing the problem. More activity, such as getting a drink,
may be more effective than sitting still to defuse the situation. Individuals who are upset
sometimes just need someone to listen and may not have an issue to ?fix.? The Band -Aid quick
fix is not always a good idea. Nurses should try to discuss the issue with the person before
seeking a supervisor or manager.
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