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Workplace Violence Prevention for Nurses

Remember this code to continue the course later QXDTSYHB
Remember this code to continue the course later QXDTSYHB
Course Progress

Early and Middle Stages: Verbal Skills

Your words and demeanor have the power to defuse tensions, so be attuned to your tone of voice, choice of words, and body language. Basic guidance includes:

Allow the person to express concern.
  • "Please tell me what's bothering you."
Use a shared problem solving approach.
  • "How can we correct this problem?" Learn how
    Empathic Support

    Empathic support includes our capacity to envision the perspective of the "other person" in painful or conflicted situations--in this case, an upset or threatening patient or coworker.


    "Ms. Wallace: I can see that you're very angry... Can we talk about what's troubling you?"

    "Mr. Brown, I know you've had a tough time here since your surgery, but I want to do whatever we can to help you."

  • "I understand how frustrating this must be for you."
Avoid being defensive or contradictory.
  • This only exacerbates a tense situation.
Apologize if appropriate.
  • "I'm sorry this happened. Let's find a way to fix it."
Follow through with their problem.
  • "I'm going to bring this to my supervisor immediately."
Avoid blaming others or "It's not my job".
  • "Let me get someone who can help you with this problem."

Be alert to early signs of a patient's rising anxiety; perhaps offer an empathic inquiry such as, "You seem to be upset...can you tell me what's troubling you?"

Stage 2