During the breakthrough negotiation between the hospital’s unlicensed

QUESTION

During the breakthrough negotiation between the hospital’s unlicensed workers and the nurse manager of a unit, the nurse manager reframed a personal attack by the unlicensed workers by saying:

a. “I don’t agree with you.”
b. “I understand that you are angry.”
c. “How would you deal with the situation?”
d. “What do you think will happen if we reach agreement?”

ANSWER:

ANS: C
The game is changed by reframing instead of rejecting. The personal attack should be reframed as an attack on the problem.