— 心理社會完整性 · MEDIUM · MCQ —
病人對護理提供的品質表示憤怒。護理師最恰當的初步回應為何？
A client expresses anger toward the nurse about the care provided. What is the most appropriate initial response?
- A'Tell me what specifically makes you feel this way.'✓ 正解「告訴我具體是什麼讓你產生這種感覺。」
- B'I have many other patients to care for.'「我還有很多其他病人要照顧。」
- C'I am sorry you feel that way.'「很抱歉你有這種感覺。」
- D'You have no reason to be angry at me.'「你沒有理由對我生氣。」
— Explanation · 中文詳解 —
面對病人的憤怒，首要應運用「澄清」（Clarifying）技巧，找出病人的核心困擾，而非急於辯解或道歉（如 C 的虛假歉意）。選項 A 展現對病人感受的尊重，並鼓勵其表達憤怒的緣由。選項 B 是防衛性反應，選項 D 則是否定病人的感受。
When confronted with an angry client, the nurse should first use the 'Clarifying' technique to identify the core concern, rather than rushing to defend or offer empty apologies (such as the insincere apology in option C). Option A demonstrates respect for the client's feelings and encourages the client to express the reasons for the anger. Option B is a defensive response, while option D invalidates the client's feelings.
✦ 台美臨床差異
美國護理師常受過衝突管理與溝通訓練；台灣臨床環境中，護理師常受階級觀念影響，對於病人的憤怒往往採取忍讓或迴避。