The client screams at the nurse, "You are all incompetent here! I have been waiting for 2 hours!" How should the nurse respond initially?

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11ecbb05_cb1a_1ec8_b433_116afc9050ad_MD0009_00 Therapeutic communication is used to establish trust, encourage communication, and display respect for the client. Validating the client's feelings and offering self convey concern and understanding by the nurse and help establish a therapeutic dialogue (Option C). Together, these techniques can be helpful for diffusing negative emotions. (Option A) Security may be called if the client appears to be losing control or is a risk to self or others. However, initially calling security or using an authoritative approach may further escalate the situation and does not address the client's concern. The nurse should initially try to diffuse the situation and the client's anger. (Options B and D) In both options the client's feelings are validated, but defensive statements follow. When the nurse defends, clients are made to feel as if their opinions and feelings do not matter. These options also do not indicate that the nurse is willing to seek a solution. Educational objective: When a client is angry and upset, therapeutic communication skills such as giving recognition, validating feelings, and offering self may help deescalate the situation. The nurse should not initially ignore the client, use threats or cite rules, or make defensive statements.

The Client Screams at the Nurse, "You Are All Incompetent