As the nurse manager on a rehab unit,you are asked to come to the tub room immediately because two nursing assistants are having a loud disagreement in front of a patient.You ask the nursing assistants to meet you outside and after ensuring that a third nursing assistant is able to care for the patient,you speak with the two nursing assistants.Which of the following would you ask first?
A) "How long have you two been working together?"
B) "Have you experienced disagreements like this before?"
C) "How do you think this patient's perception of her care has been changed?"
D) "What happened to bring on this disagreement today?"

Question

Quizplus · Accepted Answer

Conflicts are usually based on attempts to protect a person's self-esteem or to alter perceived inequities in power.When a nurse recognizes upset and reaction,the following steps can be helpful (Sportsman,2005):
Identify the triggering event ("What happened to bring on this disagreement today?").
Discover the historical context for each person.
Assess how interdependent each person is on the other.
Identify the issues,goals,and resources involved in the situation.

As the Nurse Manager on a Rehab Unit,you Are Asked