CELBAN Professional Etiquette and Communication 3 — Questions and Answers
Question 1: A nurse overhears two colleagues discussing a patient's diagnosis in a crowded elevator. The BEST response is to:
- Join the conversation to contribute relevant clinical information
- Politely remind colleagues that patient confidentiality must be maintained in public spaces (Correct answer)
- Report the colleagues immediately to hospital administration
- Say nothing since the patient was not identified by full name
Correct answer: Politely remind colleagues that patient confidentiality must be maintained in public spaces
Any identifiable patient information must not be discussed in public areas; a polite reminder upholds privacy standards without escalating unnecessarily.
Question 2: When communicating with a patient who speaks limited English, which approach is MOST appropriate?
- Ask the patient's adult child to interpret all clinical information
- Speak very loudly and slowly in English
- Use a certified medical interpreter for important clinical conversations (Correct answer)
- Rely on written English handouts only
Correct answer: Use a certified medical interpreter for important clinical conversations
Certified medical interpreters ensure accurate clinical communication and protect the patient's right to understand their care.
Question 3: A nurse disagrees with a physician's order. The MOST professional action is to:
- Administer the order without comment to avoid conflict
- Refuse to carry out the order and document personal disagreement
- Clarify the concern directly with the physician using assertive, respectful communication (Correct answer)
- Complain about the order to other nursing staff
Correct answer: Clarify the concern directly with the physician using assertive, respectful communication
Assertive professional communication with the ordering provider is the appropriate first step when a nurse questions an order's safety or appropriateness.
Question 4: During an SBAR communication to a physician, what does the 'B' stand for?
- Breathing rate
- Background (Correct answer)
- Baseline observations
- Brief assessment
Correct answer: Background
In the SBAR framework, 'B' stands for Background, which provides relevant history and context to support the clinical recommendation.
Question 5: A patient tells the nurse a piece of information 'in confidence' that is clinically significant. The nurse should:
- Keep the secret entirely to honor the patient's trust
- Inform the patient that information affecting care must be shared with the care team (Correct answer)
- Share the information with the team without telling the patient
- Document it only and take no further action
Correct answer: Inform the patient that information affecting care must be shared with the care team
Nurses must explain the limits of confidentiality; safety-relevant information must be shared with the team, and the patient should be informed of this.
Question 6: Which of the following is an example of non-therapeutic communication?
- 'Can you tell me more about when the pain started?'
- 'That must be a very difficult situation for you.'
- 'You shouldn't worry — the doctor knows best.' (Correct answer)
- 'What does the discomfort feel like to you?'
Correct answer: 'You shouldn't worry — the doctor knows best.'
'You shouldn't worry' dismisses the patient's feelings and closes down communication, making it non-therapeutic.
Question 7: A newly arrived patient does not make eye contact with the nurse during assessment. The nurse should FIRST consider that:
- The patient is hiding something important
- The patient is likely confused or has a cognitive impairment
- This may be a cultural norm and proceed respectfully without assuming disengagement (Correct answer)
- Eye contact is required for a valid assessment
Correct answer: This may be a cultural norm and proceed respectfully without assuming disengagement
Cultural backgrounds vary widely in norms around eye contact; nurses must avoid ethnocentric assumptions and adapt communication accordingly.
CELBAN Professional Etiquette and Communication 3
A nurse overhears two colleagues discussing a patient's diagnosis in a crowded elevator.
The BEST response is to: