A charge nurse on a busy 40-bed medical/surgical unit is approached by a patient's son,who begins to complain loudly about the quality of care his mother is receiving.His behaviour is so disruptive that it is overheard by staff,physicians,and other visitors.The family member rejects any attempt to intervene therapeutically to resolve the issue.He leaves the unit abruptly,and the nurse is left feeling frustrated.Which behaviour by the charge nurse best illustrates refined leadership skills in an emotionally intelligent practitioner?
A) Reflection to obtain insight into how the situation could be handled differently in the future
B) Trying to catch up with the angry family member to resolve the concern
C) Discussing the concern with the patient after the family member has left
D) Notifying nursing administration of the situation

Question

Quizplus · Accepted Answer

Reflection is a key component of emotional intelligence and refined leadership skills. The charge nurse taking time to reflect on the situation can help to gain insight into how to handle similar situations better in the future. Trying to catch up with the family member or discussing the concern with the patient may not be appropriate or effective in resolving the issue. Notifying nursing administration should only be done if the situation cannot be resolved at the unit level.

A Charge Nurse on a Busy 40-Bed Medical/surgical Unit Is