When you can’t control what’s happening, challenge yourself to control the way you respond to what’s happening. That’s where your power is. ~Unknown
Front-line health care workers are increasingly becoming the targets of animosity from patients and families, often related to COVID treatment protocols.* Caregivers who take the brunt of patient or family hostility are prime candidates for chronic stress, exhaustion, and vocational burnout.
One key to managing hostile encounters in the workplace is preparation. In other words, have a plan for how you will respond. To that end, I offer a few suggestions:
- Take a deep breath to soothe yourself the next time someone treats you in a rude or hostile way.
- Communicate your rules or boundaries. You might calmly say, “I’m trying to provide the best care I can, but I find your words hurtful and disrespectful. I need our conversation to be civil or I won’t be able to speak with you about this issue anymore.”
- Excuse yourself if an individual continues to be aggressive, and seek the assistance of a supervisor or another member of the staff to serve as a witness. Your institution likely has protocols in place to deal with progressively difficult situations. Keep in mind that there is no substitute for maintaining rapport with a patient and family. Always be kind and respectful, explain what you’re doing, and ask if they have any questions. This will go a long way towards ameliorating future conflict. Warm regards, Rebecca Hauder BSN, M.Ed.
- https://apnews.com/article/coronavirus-pandemic-business-health-idaho-misinformation-ccef8a30babfa4a40c68d701a09e59f3