9 Ways to Deescalate Conflict in the Hospital Setting
The hospital setting can often be a challenging or stressful environment for staff, patients, and family members. Although it may not happen often, staff may find it challenging when a patient or family member can become difficult. As nurses, it is essential to remain calm, professional, and compassionate. In the even that you find yourself in a challenging situation with a patient or family member, here are some tips on how to work with them to de-escalate the situation and move forward:
Listen actively: Listen to the patient or family members concerns or complaints without interrupting them. Sometimes they simply just want someone to listen to them.
Identify any issues: Clarify the issue at hand, and focus on finding a solution for your patient or family member. Try to find common ground, and look for ways to work together towards a resolution. You can offer possible solutions to the problem that you know are available to you. This may also mean including other team members such as other disciplines or management to help find a solution that works for everyone.
Empathize: Try to put yourself in the patient or family members shoes and understand their perspective. It is understandable that with a loss of control, a challenging prognosis, or when someone isn’t feeling well, that they may feel frustrated. This is never an excuse to be abusive towards staff and there should be zero tolerance for such behavior. However, showing empathy can help build trust and establish rapport.
Be respectful: Even if a patient is being difficult or challenging, it's important to treat them with respect and dignity.
Use non-confrontational language: Avoid using confrontational language or tones that may escalate the situation further. Speak calmly and use open and positive body language.
Offer choices and autonomy: Whenever possible, offer patients and family members choices and always do your best to involve them in their care. This can help them feel more in control and may lead to improved compliance.
Identify triggers: Try to identify what may be triggering the patient's behavior. Understanding the underlying cause can help you better address their concerns. This information can be important to save in a patient’s KARDEX or chart to ensure that other staff members are also aware of possible triggers to ensure consistency and to maintain strong relationships among your team, patients, and family members.
Seek help if needed: If the patient's behavior is becoming unsafe or unmanageable, seek help from other healthcare professionals or security staff immediately. Your safety is always a top priority and should never be put at risk. It is important to know who to call and when to call them for assistance. Every unit and hospital should have protocols in place to de-escalate or work with a patient or family member that may be acting in an unsafe manner.
Follow up: Once a solution has been reached, make sure to follow up, or have a team member follow up, to ensure that the issue has been resolved for your patient or family member.
Remember that conflict is a normal part of life, and it's how we as healthcare professionals handle it that matters. By remaining calm, listening actively, and working towards a resolution, you can de-escalate conflicts and create a more positive and productive working environment for your patients, family members, and staff. Be sure to take care of yourself and seek support from your colleagues or management if needed.
