Final answer:
The nurse should actively listen and provide empathy, carefully choose words, remain calm, and use open-ended questions to understand Frank's concerns. Restating Frank's words ensures clear communication. If a resolution isn't reached, involving a supervisor or HR may be necessary.
Step-by-step explanation:
The best response for the nurse to use when responding to Frank is to listen actively and offer empathy. This approach involves paying close attention to Frank's concerns, which helps in building rapport and shows that his feelings are acknowledged. It is crucial for the nurse to choose words carefully, stay as calm as possible, and remain open and respectful during the conversation. Asking open-ended questions can lead to better understanding and a more productive dialogue. The nurse should also restate what Frank says to avoid misunderstandings and confirm that his message is being heard accurately. By focusing on problem-solving rather than assigning blame, the nurse can work with Frank towards finding a resolution to his concerns. If the issue cannot be resolved directly, the nurse may consider involving a supervisor or HR department for further assistance.