CELBAN Professional Etiquette and Communication 4

Question 1

A patient becomes verbally aggressive toward a nurse. The FIRST response should be to:

Accepted Answer

Stay calm, use a low tone, and acknowledge the patient's frustration

Answer

Raise your voice to assert authority and regain control

Answer

Leave the room immediately without saying anything

Answer

Threaten to discharge the patient if behavior continues

Question 2

When writing a professional email to a colleague about a patient care concern, the nurse should:

Accepted Answer

Include only the minimum necessary patient identifiers and use a professional tone

Answer

Use casual language and abbreviations for speed

Answer

Copy all ward staff to ensure transparency

Answer

Avoid putting any clinical details in writing

Question 3

A patient's family member demands to know the patient's diagnosis, but the patient has not consented to share it. The nurse should:

Accepted Answer

Explain that patient information cannot be shared without the patient's consent

Answer

Share the information to keep the family calm

Answer

Tell the family they need to ask the physician instead

Answer

Pretend not to know the diagnosis

Question 4

Which communication approach is MOST effective when delivering bad news to a patient?

Accepted Answer

Sit at eye level, use plain language, allow silence, and offer support

Answer

Deliver the news quickly to minimize discomfort

Answer

Use technical language to appear authoritative and reassuring

Answer

Delegate delivering bad news to the most senior team member only

Question 5

A nurse notices that a peer is consistently cutting corners in documentation. The MOST appropriate action is to:

Accepted Answer

Address the concern with the peer directly, then escalate to the charge nurse if it continues

Answer

Complete the missing documentation yourself to protect patients

Answer

Ignore it since it is not your responsibility

Answer

Report it anonymously to hospital administration immediately

Question 6

In Canada, the nursing regulatory requirement for professional boundaries means a nurse should:

Accepted Answer

Avoid any personal disclosure that shifts focus from the patient's needs

Answer

Accept personal gifts from patients to maintain rapport

Answer

Become friends with patients on social media to demonstrate care

Answer

Share personal phone numbers with patients to ensure 24-hour access

Question 7

When using interpreters in a clinical setting, the nurse should direct questions to:

Accepted Answer

The patient directly, making eye contact with the patient

Answer

The interpreter, who will then relay them

Answer

The family member accompanying the patient

Answer

The physician to avoid miscommunication