After fasting from 10 p.m. the previous evening, a client learns that

QUESTION

After fasting from 10 p.m. the previous evening, a client learns that the procedure has been cancelled. The client curses at the nurse and accuses the nurse of being incompetent. The nurse’s best response would be

a. “You have no right to say that to me. You are nasty.”
b. “I can understand that you’re upset, but I feel uncomfortable when I am cursed at.”
c. “Perhaps we shouldn’t get so angry when things don’t work out the way we think they should.”
d. to leave the room and refuse to return to answer the call light when the client calls.

ANSWER:

ANS: B
Assertive behaviors range from making a direct, honest statement about one’s beliefs to taking a very strong, confrontational stand about what will and will not be tolerated in the relationship. Assertive responses contain “I” statements that take responsibility. This behavior is in contrast to aggressive behavior, which has a goal of dominating while suppressing the other person’s rights. Aggressive responses often consist of “you” statements that fix blame on the other person. “We” statements should be used only when the nurse actually means to look at an issue collaboratively. Thus, the statement, “Perhaps we both need to look at this issue a little closer.” may be appropriate in certain situations. However, the statement, “Perhaps we shouldn’t get so angry when things don’t work out the way we think they should.” is a condescending statement thinly disguised as a collaborative statement. What is actually being expressed is the expectation that both parties should handle the conflict in one way—the nurse’s way. Some nurses were socialized to act passively. Passive behavior is defined as a response that denies our own rights in order to avoid conflict.