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Conflict resolution: Managing difficult patients

Staff Development Weekly: Insight on Evidence-Based Practice in Education, April 23, 2004

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Last week we asked you the question below:
Q: You enter an exam room to assess a patient who is clearly agitated. He or she avoids answering any of your direct questions with clear answers.  Over the course of your conversation the patient becomes increasingly volatile. The patient is now very angry and begins to raise her voice. How do you safely solve this patient's problem?
Here's this week's answer:
A: A common misconception by nurses is that this is the point at which they need to solve this patient's problem. However, this is when you should begin to use de-escalation techniques such as speaking with empathy, being aware of your paraverbals, keeping a safe distance, and setting nonnegotiable limits with the patient. 

Editor's note: The above case scenario is from the new online course "Nursing CE Series: Managing difficult patients-a guide for nurse managers." For more information on this and other Nursing courses, go to www.hcprofessor.com. and click on Nursing CE Series. HCPro, Inc., is accredited as a provider of continuing education in nursing by the American Nurses Credentialing Center's Commission on Accreditation.

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