How to communicate with a patient who is angry and agitated?
Listen to the explanation as to why they are angry: Demonstrate active listening skills such as eye contact, nodding, verbal responses (e.g. 'mmm'). Allow the patient to vent at you completely if needed – they may need to get some things off their chest. Give them plenty of space to speak.
How do nurses deal with verbally abusive patients?
Be Polite but Firm. When a patient has recurrent abusive behaviors or makes inappropriate comments, address the issue as soon as it occurs. Let them know that the behavior is unacceptable and is not tolerated by the staff.
Individuals respond in five distinct ways to conflict. These include avoidance, competition, accommodation, compromise, and collaboration (Marshall, 2006). Avoidance is the most overused technique as a conflict resolution method by nurses (Baker, 1995).
Some key elements of effective de-escalation include environmental awareness and self-awareness, such as delegating one person to speak to the agitated patient, ensuring a quiet room, modulating your own emotional and physiologic responses to remain calm, avoiding clenched fists, and having your hands visible.
Adopt a passive and non-threatening body posture (e.g. hands by your side with empty palms facing forward, body at a 45 degree angle to the aggressor).
Let the client air his/her feelings and acknowledge them.
Ask open-ended questions to keep a dialogue going.
What is important to do when communicating with an anxious or angry patient?
Acknowledge and address physical and emotional discomforts in a patient with anxiety without emphasizing the physical complaints to the exclusion of the emotional ones. Focus on understanding the patient's particular anxieties or fears.
How would you handle a patient that was verbally abusive?
Stay calm - listen carefully to what the violent person says. Be reassuring - show some acknowledgement of what's troubling them. Allow them to explain - understanding their anger might help to resolve the problem. Keep eye contact - but do not hold it for too long.
Patients who are angry, frightened, or defensive can present with clenched fists, furrowed brows, hand-wringing, and altered breathing. You'll also probably receive notice from staff about these patients before entering the room.
How can you handle an aggressive person and client complaint?
Always stay calm and never insult them. Keep in mind that their anger is not personal. Listening to your customers actively, and apologize if it's appropriate. In case nothing else helps and customers don't want to cooperate, put them on hold or tell them that you'll get back to them once they're calm.
