Dealing with an “angry” patient is an uncomfortable situation for any clinician. By nature, most people would prefer to avoid conflict. Conflicts trigger tension, which, in turn, triggers one’s own flight-or-fight response. When met with anger, one tends to either react with anger or with the desire to flee. Remaining calm, professional and empathetic to the emotions of the patients is sometimes very difficult for any of us, but there are communication skills in nursing that can be used to defuse anger and re-establish effective dialogue with patients and their families.
Below are several suggestions that might prove effective:
For good nursing practice, communication is truly an integral part. Think of these tips when dealing with angry patients and you'll be good to go. With effective communication, you could show your patients and their families that you really care.
Have you come accross with grumpy and angry patients? How did you handle them?
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