RESOLVING CONFLICT WITH CLIENTS V. DEALING WITH THE CHALLENGING FAMILY C. SITUATIONS TO PRACTICE CONCEPTS RESOLVING CONFLICT WITH CLIENTS

SITUATION ONE 1. Family members of MI patient requiring repeated education asking same questions over and over again

SITUATION TWO 2. Patient who repeatedly calls for the nurse’s help, focusing his discussion repeatedly on his “private parts.”

SITUATION THREE 3. Family members who appear not to listen to the nurse (stay past visiting hours, give patient who is NPO food, and liquids)

SITUATION FOUR 4. Family members who do not know how to cope with CVA patient projecting their anger onto the staff nurse

SITUATION FIVE 5. Dying patient’s family getting upset with the nurse if the simplest of tasks are not done “on demand.”

SITUATION SIX 6. Patient’s family removing restraints without asking staff; patient then pulls tubes out when family member turns away.

SITUATION SEVEN Family member’s asking “millions” of questions about a postop patient before the nurse is able to get patient off stretcher and into the bed.

SITUATION EIGHT 8. Nurse administering pain shot to patient, pulls the curtains around male patient’s bed. Male visitor sitting in chair says, “Are you two getting it on, having fun, is it good for you?”

SITUATION NINE 9. Nurse has two dying patients and is very busy with their care. Family member of third stable patient rudely demanded that the nurse stop all other care to wash the third patient’s hair; writing a complaint to administration about how rude and uncaring the nurse was.