Question

Brenda is working in a busy walk in clinic on a warm Saturday morning. The music in the clinic is loud. The clients are talking amongst the waiting rooms. Several clients are lined up waiting to register. Steven is next in line. His eyes are down, his voice is soft. Brenda is a professional and is aware of the importance of her interaction with Steven. He is hesitant to speak out loud.

1.What makes face-to-face communication unique in a health care setting?

2. Why is Brenda’s interaction with Steven important? What type of values in a relationship is she trying to establish?

3. Based on Steven’s facial expression and tone of voice, how might Steven be feeling?

4.Identify and explain 1 way that Brenda could demonstrate confidence during this interaction. (1 mark)

5. Identify and explain 2 ways that Brenda demonstrate professional etiquette during the interaction.

6. What strategies could Brenda utilize to maintain Steven’s confidentiality ? Provide 2 strategies and explain how each maintains confidentiality.

7. In your own words, explain what diplomacy is and provide 1 example of how Brenda might demonstrate diplomacy during her interaction with Steven

8. Create an example of an open-ended question that Brenda can ask Steven to solicit his health needs.

Answer 1

1. Face to face communication is an important aspect between patient and nurse. When a professional like a nurse talks looking at the patient , it instills confidence in the client. From the above details it becomes evident that steven might be apprehensive and anxious. A confident talk to the face would easily get rid of the fear of the patient.

2. Brenda's reaction to steven is important because she is the first person steven sees. As it is said, first impression is the best impression it all depends on brenda's behaviour to determine what happens next. The values she tries to develop include caring, hospitality, concern, empathy and confidence.

3. Based on steven's reaction it is clear that he is feeling apprehensive and anxious. The loud music adds on to the trouble. He thinks that no one would care for him and something bad might happen to him . But all that is needed is a calm and soothing talk from brenda.

4. One way through which Brenda could express confidence is listening to the patient's complaints and guiding him through the regular procedures to follow. Also it should be made sure Brenda's acts show concern and empathy for Steven.