— 照護管理 · MEDIUM · MCQ —
病人因檢查延誤對護理師發怒，哪種溝通技巧最有效？
A client expresses anger toward the nurse regarding a delayed test. Which communication technique is most effective?
- AExplain the hospital policy clearly to the client向個案清楚說明醫院政策
- BWalk away to allow the client to calm down走開讓個案冷靜下來
- CTell the client that their anger is inappropriate告訴個案其憤怒是不恰當的
- DAcknowledge the client's frustration with the delay✓ 正解認同個案因延誤而產生的挫折感
— Explanation · 中文詳解 —
治療性溝通（Therapeutic communication）的核心在於驗證病人的感受。當病人因檢查延誤感到憤怒時，護理師應運用同理心（Empathy）與主動傾聽，先承認其情緒，這能有效緩解病人的防禦心理。若急於解釋政策，容易被解讀為找藉口，反而加深對立。臨床上，優先處理病人的情緒需求是建立醫病信任的關鍵步驟。
Acknowledging the client's frustration validates their feelings and helps de-escalate the situation by building trust. Explaining policies or judging the anger may be perceived as dismissive or abandoning, whereas empathetic listening addresses the emotional need first.