Question

7-Conflict Resolution/Communication-Read scenario below & fully answer questions

Mary Sue Timmons, RN, was working the 3 to 11 pm shift in the medical-surgical unit at Memorial Hospital when one of her patients began complaining of a headache. The patient also appeared to be very anxious and his blood pressure was 184/110. Mary Sue immediately called the physician and reported the patient’s symptoms and vital signs. The physician ordered Valium 5 mg IV and said he would be there to see the patient very soon. Mary Sue repeated the verbal medication order and received confirmation from the physician before hanging up the telephone. She then immediately wrote the verbal order in the chart and ordered the medication from the pharmacy. Mary Sue also requested a package insert for the Valium because she had never given that medication IV before. Just as Mary Sue received the medication from the pharmacy and began to read the package insert, the physician arrived and asked if the medication had been given. When Mary Sue began to explain that she had just received the medication and had to read the package insert, the physician exploded and said, “I am the doctor and I am the only one who needs to know anything about the medication. You are here to follow my orders!”

1. What positive communication techniques can Mary Sue use to reassure her patient while she is out of the room calling the physician & preparing the medication?
2. What positive, assertive communication techniques should Mary Sue use in responding to this physician?
3. What negative techniques must Mary Sue avoid when responding to the physician?
4. How should Mary Sue respond to this physician?

Answer 1

1. Maintain interpersonal relationship is essential to create a positive communication technique. Simple communication strategy is integral for nurse as she busy with her schedule. In this she can give the details that why she leaving the room as prepare the medication and attend the doctor.
2. Positive assertive communication technique is integral for nurse in which nurse express her feeling, idea, opinion and thought to others in respectful manner. It help to cope with increasing demand and stress of our work. Here nurse must understand regarding the medication, it route of administration. It is her responsibility. Otherwise it affect her standard of practice and lead to negligence and malpractice causes legal issues. Here she can tell her concerns regarding medication to the doctor. When we start assertive communication be strong, firm, confident. Listening is also essential. Never argue and tone of voice in neutral manner.
3. Poor eye contact, crossing hand, turn away from doctor, high tone while answering, argument to the doctor are the negative technique.
4. She can respond like this " I would like to know regarding the medicine as I am giving medicine first time"