護理主管趕到了一間病房，一名非常受挫的新進註冊護理師正與一名患有邊緣性人格障礙的病患大聲爭執。病患尖叫著：『這個護士太可怕了，她討厭我！我現在就要跟醫院的執行長說話！』護理主管的哪項介入能有效地運用衝突解決策略？
The nursing supervisor responds to a client room where a highly frustrated new registered nurse is arguing loudly with a 30-year-old demanding client diagnosed with borderline personality disorder. The client is screaming, 'This nurse is terrible and hates me! I want to speak to the hospital CEO right now!' Which intervention by the nursing supervisor effectively utilizes conflict resolution strategies?
- AStep between the client and the nurse, request the nurse gently step out into the hallway, and calmly sit down to listen to the client.✓ 正解站在病人與護理師之間，請護理師輕柔地退出走廊，並冷靜坐下傾聽病人。
- BSupport the young nurse openly by telling the client to stop manipulating the floor staff immediately.公開支持年輕護理師，告訴病人立即停止操縱病房員工。
- CCall building security immediately to threaten the screaming client with rigid physical restraints to establish order.立即呼叫建築保全，以嚴格的物理約束威脅尖叫的病人以建立秩序。
- DQuickly excuse both herself and the young nurse from the hospital room to solidly abandon the client to calm down naturally.迅速為自己與年輕護理師找藉口離開病房，將病人獨自留置以自然冷靜下來。
本題測驗行政主管的衝突談判與降溫技巧 (Conflict Resolution / De-escalation)。面對邊緣性人格障礙 (BPD) 這類極易產生「全黑或全白」心理防衛機制，且情緒高度波動的病患，如果護理人員已經捲入爭執，衝突只會無限升級。護理主管抵達現場時，首要目的是保護雙方安全並降低現場張力。最有效的降溫策略是打破敵對迴圈：將正處於崩潰與憤怒焦點的新護士調離現場，然後由主管平靜坐下來，啟動傾聽與重塑界線（選 A 正確）。選項 B 當面教訓病患會引發更加暴力的行為。選項 C 用約束帶威脅是違法的。選項 D 完全拋下正在尖叫的病患，他們極可能因「被拋棄感」發作而在病房內自殘。
The supervisor should first remove the new nurse from the situation to de-escalate the client's agitation and break the cycle of conflict. Sitting calmly to listen validates the client's feelings and establishes therapeutic boundaries without reinforcing manipulative behaviors or abandoning the client.
這考驗了護理主管的 EQ 處置，台美皆是普世價值觀念：面對崩潰衝突，第一步一定是換人（分離雙方）+ 傾聽降溫。