Remaining Calm
A patient had come to the hospital seeking medication. On that day, the systems were down, which meant longer waiting times for the patients. When I went to assure the patients that the hospital was trying its best to deal with the problem, one client came towards me, hurling insults at me and calling me incompetent and stupid. I remained calm and told the patient I understood his frustrations and then told him that his words were really hurtful. Deans (2018) suggests that having a calm attitude can help ease the aggressive behavior demonstrated by a client.
Empathy and respect were important skills in maintaining a professional, caring, and therapeutic relationship. Empathy is majorly cited as an important skill in maintaining a professional relationship, particularly while dealing with psychiatric patients (Scanlon, 2016). Through empathy, I was able to understand the client’s frustration, and this helped me to manage my emotions. I showed respect for the client by not hauling back insults at him, and I strived to remain calm, knowing that he is also human and his anger, in this case, was probably justified.
I communicated with the client in a calm and respectful manner. Verbal abuse is considered the most common form of abuse that nurses experience (Truman et al., 2018). I understood this and did not allow my emotions to get the better part of me. From this experience, I learned that dealing with abusive clients might be highly challenging. However, maintaining a professional and caring attitude can help one deal with the situation efficiently. In most cases, when one is unable to control anger after abuse from a client, it is best to walk away and relieve the emotions elsewhere.
References
Deans, C. (2018). The effectiveness of a training program for emergency department nurses in managing violent situations. The Australian Journal of Advanced Nursing, 21(4), 17-22.
Scanlon, A. (2016). Psychiatric nurses perceptions of the constituents of the therapeutic relationship: a grounded theory study. Journal of Psychiatric and Mental Health Nursing, 13(3), 319-329.
Truman, A., Goldman, M., Lehna, C., Berger, J., & Topp, R. V. (2018). Verbal abuse of pediatric nurses by patients and families. Kentucky nurse.
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Question 
Module 05 Discussion – Remaining Calm
Discussion Topic
Activity Time:
3 hours
Directions:
Initial Post
There are times when a nurse must provide care for a client who is agitated and verbally or physically aggressive. The client may be psychotic, but the nurse must, in each case, remain in control of his or her own feelings and intervene in the most appropriate manner.
Remaining Calm
After watching a segment regarding a violent client at Bellevue Hospital, answer the questions below. It’s not necessary to critique the staff in the video; just think of how you might respond.
Violent Client at Bellevue Hosptial Video
Describe a time when a client was rude or verbally abusive to you. How did you react?
What skills were necessary to maintain a professional, caring, therapeutic relationship?
How did you best communicate with this client?
What did you learn from this experience?
Response Posts
Respond to at least two classmates and describe new knowledge gained from their posts.