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

De-escalation begins with a calm, low tone and validation of emotions to reduce tension before addressing the underlying issue.

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

Professional written communication requires a formal tone, minimal necessary identifiers, and secure transmission to protect confidentiality.

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

Patient privacy rights prevent disclosure to third parties, including family members, without explicit patient consent.

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

Sitting at eye level, using plain language, and allowing processing time demonstrates empathy and supports therapeutic communication during difficult conversations.

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

Professional accountability involves addressing concerns collegially first, then escalating through proper channels if behavior does not change.

(CELBAN) Canadian English Language Benchmark Assessment for Nurses Practice Test

(CELBAN) Canadian English Language Benchmark Assessment for Nurses Practice Test

CELBAN Professional Etiquette and Communication 4