The nursing assistant (NA) is approached by another employee in the hallway who begins yelling at the NA stating, "You didn't weigh the clients correctly and I had to do all of your weights." What is the first action for the NA to take to resolve the conflict with the employee?

Question

Quizplus · Accepted Answer

The first action to resolve the conflict between the two parties is for the nursing assistant (NA) to take the discussion away from other staff and clients. In a calm voice, the NA requests to discuss the issue further in another quiet and private location. The next step the NA should take is to acknowledge calmly that the other party seems upset and rephrase what the other party is upset about. The NA and the other employee may discuss alternate ways to weigh the clients and agree to disagree. If that step does not resolve the conflict between the two parties, then the NA will need to go to the supervisor to help resolve the conflict so the employees can effectively work together in the future.

The Nursing Assistant (NA) Is Approached by Another Employee in the Hallway