Elizabeth,an RN with Approximately 15 Years of Service on Your

question 10

Multiple Choice

Elizabeth,an RN with approximately 15 years of service on your unit,walks away from one of the learning sessions on IV care and you overhear her telling a colleague that she thought the session was a waste of time because "the unit has been using heparin for years and there has never been any adverse effects." You follow up with Elizabeth and discover that she is really quite angry about the information sessions because she feels that you are implying that "what she has been doing all these years means that she is incompetent and doesn't care about her patients." Which of the following would be the most effective response to Elizabeth?

• A) "I understand how you feel, but you are going to have to change."
• B) "It is unfortunate that you feel this way. Others seem quite excited about the new information."
• C) "It is difficult sometimes to change what we know very well. Sometimes it can be frightening."
• D) "Perhaps I can arrange some more information sessions for you, so you can see just how important this change is to patient safety."

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