Assignment Problem: Michael Glen, RN, BSN, graduated from nursing school 6 months ago and has been working as a staff nurse at a busy outpatient urgent care center since that time. He is finally feeling more confident in his role and realizes that he is making a difference in the quality of nursing care provided at the center because of his focus on patient education. However, Michael still has to ask the other nurses for assistance with performing some procedures that are not routinely performed in the center, which is somewhat uncomfortable for him because he has heard comments from other staff nurses belittling his baccalaureate nursing education. One day, when he asks one of the more experienced, associate degree nurses to help with a procedure he has not performed before, she responds, "Don't they teach you anything in nursing school or are you just lazy?"
1. Describe the four types of workplace violence.
2. How should Michael respond to the other nurse?
3. Describe techniques for dealing with verbal conflict that Michael should use.
4. What positive communication techniques can Michael use to help improve the relationship with the associate degree nurse?