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Taylor, K. (2014). Managing conflict. Practice Nurse, 44(10), 32-34.
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We live in an increasingly demanding and vociferous society and incidents of conflict and aggression are sadly commonplace. Kate Taylor, Clinical Risk Manager at the Medical Protection Society offers advice on how to deal with the problem
Working in general practice is busy and demanding, with increased workloads, stretched time and some patients having greater expectations of care. At times, when expectations are not met, we can find ourselves in conflict with patients - and in some situations this can turn to aggression. As nurses, how should we deal with potentially difficult situations?
This article aims to increase our understanding of conflict and provide strategies to deal with it effectively. It also includes practical tips to reduce risks associated with managing conflict and aggression.
Conflict means different things to different people. The Health and Safety Executive defines workplace violence as 'any incident where staff are abused, threatened or assaulted in circumstances relating to their work, involving an explicit or implicit challenge to their safety, well-being or health '.1
Non-physical violence can be defined as the 'use of inappropriate words or behaviour causing distress and/or constituting harassment. '[ 2]
References: Taylor, K. (2014). Managing conflict. Practice Nurse, 44(10), 32-34. <!--Additional Information: You can find useful information on how to go about it in the MPS factsheet, Removing patients from the practice list (September 2013).[ 7] http://www.medicalprotection.org/ uk/england-factsheets/removing-patients-from-the-practice-list. 3. British Medical Association (2008). Violence in the workplace. The experience of doctors in the UK. http://www.bma.org.uk/ap.nsf/AttachmentsByTitle/ PDFviolence08/$FILE/Violence.pdf 4 5. Mehrabian, A(1971) Silent messages Belmont, CA:Wadsworth 6