How do you respond to a patient who is verbally aggressive? (2024)

What do you say to a verbally abusive patient?

Be Polite but Firm.

Respond with one of the following: “I don't like the way you are treating me, and I won't continue to tolerate your behavior,” or “That is inappropriate, and you won't speak to me that way.” Many times the person will apologize or at least stop the undesirable behaviors if you address the issue.

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.

Physical and verbal aggression by a service user should be understood by staff and dealt with appropriately. In the event of an aggressive incident staff should summon help or call the police immediately.

Report any patient verbal abuse or harassment to nursing administration and risk management.

Another effective tool for dealing with angry patients is to lower the volume of your voice, she adds, which naturally deescalates the situation. Try, too, asking the patient to explain the problem from the start, making eye contact while you listen, and repeating the problem back when they're done, says Hertz.

How do you help someone with aggression?

Interventions for defusing aggression

Utilize verbal communication techniques that are clear and calm. Staff attitudes must be non-confrontational in use of verbiage. Avoid using abbreviations or health care terms. Use non-threatening body language when approaching the patient.

If they are verbally abusive, tell them that their behavior is unacceptable and that you would like them to stop. It's important to be clear, concise, and firm. Don't be afraid to speak up for yourself and draw a line in the sand when needed.

Verbal abuse (also known as verbal aggression, verbal attack, verbal violence, verbal assault, psychic aggression, or psychic violence) is a type of psychological/mental abuse that involves the use of oral, gestured, and written language directed to a victim.

If a patient is angry enough to verbally abuse you, remain calm and professional. Keep some distance between you and the patient and do not respond until the verbal barrage is over. When it is, speak softly and call the patient by name.

What words are used in verbal abuse?

Signs of Verbal Abuse

Verbal abuse involves using words to name call, bully, demean, frighten, intimidate, or control another person. This can include overt verbal abuse such as yelling, screaming, or swearing. Such behaviors are attempts to gain power, and the goal is to control and intimidate you into submission.

If a nurse feels that a patient is abusive, the nurse has the right to refuse to care for that patient. The nurse should first attempt to resolve the issue with the patient and/or the patient's family. If the situation cannot be resolved, the nurse should notify the supervisor and/or the administration.

Actively listen.

Stop what you're doing, make eye contact, repeat their problems or concerns, and ask clarifying questions if needed. It may or may not be possible to resolve their issue immediately, but actively listening to their problems, issues, or concerns is disarming and often diffuses the situation.

Empathize with the patient.

A simple, “I can understand why you're upset” may help defuse the situation. So can a direct apology for the patient's issue, even though you may have no control over the events that contributed to the situation.

Speak to them using whatever name they like to be called by and don't argue or disagree with them. Show empathy by making it clear that you understand that they are upset and ask if you can help them. Be sure to listen closely to their reply and follow up any accusations or claims.

As a nurse, it's important to have compassion in patients. When asked this question, consider giving an example of a time when you encountered a difficult patient and helped to improve the patient's outcome. Make sure to mention if you provided extra resources that helped make the patient more comfortable.

What to do if someone uses abusive words?

You must approach the nearest police station asking them to lodge and FIR for offence of 'criminal intimidation' against you under Section 503 read with Section 506 of the Indian Penal Code.

Be The First One To Apologize

Before providing a solution, be sure to apologize for the inconvenience the customer is having. Even if you don't agree with the situation, a genuine “sorry” can go a long way.

'I'm sorry you're so upset, [customer name]. I am happy to help resolve this issue, but if you continue to use this language, I will have to end the chat. ' If abusive customers ignore your polite request to stop the abusive messages, it's time to be more assertive and issue a warning.

Examples of verbal aggression include name-calling, shouting, and accusing. Similarly, relational aggression includes inflicting emotional pain through social isolation, group exclusion, and/or manipulation of relationships. It should be noted that relational aggression can be present in dyads or groups.

Examples of Precipitating Factors

The causes behind aggressive behavior can include (but are not limited to): Fear, anxiety, stress. Unmet physical needs (hunger, silence) or emotional needs (recognition, love) Traumatic experiences. Pain.

Verbal aggression is similar to bullying except it does not include physical aggression. It is the use of words or gestures to cause psychological harm that differentiates verbal aggression from physical bullying. Many bullies rely on verbal, social, and physical methods of intimidation and harassment.

Empathize

However, responding with anger or dismissiveness will only heighten tensions in an already volatile situation. One of the best tactics for disarming an angry patient is to show empathy.