CELBAN Professional Etiquette and Communication

Question 1

A patient is visibly anxious about their upcoming surgery. How should you respond?

Accepted Answer

"It’s normal to feel anxious. Can I answer any questions to help you feel more comfortable?"

Answer

This response validates the patient's feelings, normalizes their anxiety, and offers practical support by inviting questions. It demonstrates empathy and a patient-centered approach, which is crucial in nursing communication. Dismissing their feelings or offering false reassurance is less effective.

Question 2

A colleague is explaining a procedure, but a patient doesn’t seem to understand. What should you do?

Accepted Answer

Wait until your colleague is finished and then clarify for the patient.

Answer

Interrupting a colleague can be disruptive and undermine their authority and the patient's trust in them. Waiting until they finish allows for a respectful interaction, after which you can offer clarification to the patient, ensuring they fully understand without causing awkwardness or disrespect.

Question 3

A patient refuses to take their prescribed medication. What is your best response?

Accepted Answer

"Can you tell me why you don’t want to take the medication?"

Answer

This response uses therapeutic communication by asking an open-ended question to understand the patient's concerns or reasons for refusal. It respects patient autonomy and allows the nurse to address specific barriers or provide necessary education, rather than being confrontational or dismissive.

Question 4

A family member of a patient is angry and shouting at the nursing station. What should you do?

Accepted Answer

Speak calmly and ask how you can assist.

Answer

Responding calmly de-escalates the situation and shows professionalism, preventing further agitation. Asking how you can assist shifts the focus from the anger to problem-solving, demonstrating a willingness to help and address their concerns constructively. Shouting back or ignoring them would be counterproductive.

Question 5

A patient complains about long waiting times. What should you say?

Accepted Answer

"We’re doing our best to see everyone quickly. Thank you for your patience."

Answer

This response acknowledges the patient's complaint, offers a brief, empathetic explanation without making excuses, and expresses appreciation for their patience. It maintains a professional and reassuring tone, which is important for patient satisfaction and managing expectations in a healthcare setting.

(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