A client has used a condescending tone towards the nurse, subsequently angering the nurse. Which response by the nurse would be most therapeutic?
A client has used a condescending tone towards the nurse, subsequently angering the nurse. Which response by the nurse would be most therapeutic?
A. "That tone of voice makes me feel upset."
[57%]
B. "You make me angry when you talk like that."
[3%]
C. "Are you trying to upset me?"
[12%]
D. "Why do you use that tone of voice with me?"
[28%]
Statistics
Subject/Lesson
Subject
Leadership & Management
Lesson
Ethical/Legal
Client Need
Test Plan
Psychosocial Integrity
Related Topic
Therapeutic Communication
Item Type
Item Type
Application
Explanation
Choice A is correct. This response allows the nurse to provide feedback to the client without directly holding the client responsible for the nurse's reaction to the client's behavior.
Choice B is incorrect. Stating that the client made the nurse angry is accusatory and will likely block the opportunity for any further communication.
Choice C is incorrect. The client may construe this response as a challenging remark, leading to power struggles, lowering the client's self-esteem, and/or blocking open communication in the future. Additionally, this type of combative comment from the nurse could inadvertently trigger a defensive reaction from the client.
Choice D is incorrect. A nurse may be tempted to ask the client to explain why they believe, feel, or act in a certain way. However, requesting an explanation through the use of "why" questions is an inappropriate therapeutic communication technique and should be avoided. Questions starting with "why" or "what were you thinking" often indicate a presumption about the client, causing clients to interpret "why" questions as accusations. Asking the client "why" they thought, felt, or behaved a certain way can be very intimidating and implies that the client must defend their behavior or feelings. Instead of the current option, a more effective response for the nurse would be, "Describe what you were feeling just before you spoke to me."
Learning Objective
After the client angers the nurse, recognize that the most therapeutic response is the response that allows the nurse to provide feedback to the client without directly holding the client responsible for the nurse becoming angry.
Related Videos
4 Key Topics
Dos & Don'ts
13.10 Therapeutic Communication
Therapeutic communication
13.3 Therapeutic Communication & Environment
Additional Info
- Therapeutic communication techniques are specific responses that encourage the expression of feelings and ideas and convey acceptance and respect.
- Nontherapeutic communication techniques discourage the expression of feelings and ideas and provoke negative responses or behaviors in others.
