A ward meeting becomes tense when staff members raise complaints about workload. Which action by the nurse manager is most appropriate first?
Correct answer: B. Listen actively, clarify the concerns, and summarise the issues
- A. Interrupt the discussion and close the meeting
- B. Listen actively, clarify the concerns, and summarise the issues
- C. Choose the most senior nurse's opinion immediately
- D. Ask staff to submit complaints without any discussion
Explanation
Active listening and clarification help identify the real problem before solutions are selected. Dismissing concerns or relying only on seniority can increase resistance and leave the cause unresolved.
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Leadership and management involve planning, organising, staffing, directing and controlling nursing services. Coverage includes leadership styles, authority, responsibility, accountability, delegation, supervision, communication, motivation and conflict resolution, with attention to how a leader differs from a manager and how each supports safe patient care.
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