During a discussion of concern about approaches used with aggressive p

QUESTION

During a discussion of concern about approaches used with aggressive patients in the Emergency Department, several staff members express concern for their safety. As a leader, the nurse manager should:

a. Look directly at speakers and acknowledge their comments.
b. Promise to implement each suggestion that is made.
c. Implement the idea that receives the most discussion.
d. Listen but implement the plan that she had in mind before the discussion began.

ANSWER:

ANS: A
One of the five rules for leaders is to listen to the constituents—in this instance, the staff members who have safety concerns. Active listening in the United States means establishing direct eye contact and asking probing questions. Listening does not obligate the leader to any one course of action. Action will be based on what is best for the group.