· Follow the discussion questions participation and submission guidelines.
· Follow the 3 x 3 rule: minimum three paragraphs per DQ, with a minimum of three sentences each paragraph.
· All answers or discussions comments submitted must be in APA format according to Publication Manual American Psychological Association (APA) (7th ed.) ISBN: 978-1-4338-3216-1
· Minimum of two references, not older than 2015.
.Reply both peers
-Peer 1: Remain calm and composed despite the verbal abuse, maintaining a professional demeanor at all times. Listen actively to the family member’s concerns without interrupting, demonstrating empathy and understanding. Apologize sincerely for any perceived shortcomings in the care provided, acknowledging their frustrations and validating their feelings. Assure the family member that their concerns will be taken seriously and promptly addressed by the appropriate channels.
Reiterate the commitment to providing high-quality care and emphasize the dedication to resolving the issue to their satisfaction. Politely request to continue the conversation in a more constructive manner, away from any heated emotions. If the situation escalates further, calmly but firmly set boundaries by stating that verbal abuse is unacceptable and will not be tolerated (Smith, 2022). Offer to involve a supervisor or manager to mediate the discussion and find a resolution that satisfies both parties. Document the interaction thoroughly, including details of the complaint, responses given, and any actions taken to address the issue.
Follow up with the family member after the incident to ensure that their concerns have been adequately addressed and to maintain open communication moving forward. If the verbal abuse occurs again, implement the steps outlined above to address the situation promptly and professionally. Evaluate whether additional support or resources are needed to prevent similar incidents in the future, such as additional staff training or counseling services (Eslamian, 2010). Consider involving human resources or legal counsel if the threats of legal action persist or escalate. Continuously prioritize the well-being of both the client and their family members while upholding professional standards and boundaries.
References:
-G;, Smith ME;Hart. “Nurses’ Responses to Patient Anger: From Disconnecting to Connecting.” Journal of Advanced Nursing, U.S. National Library of Medicine, pubmed.ncbi.nlm.nih.gov/7822598/. 27 Feb. 2022.
-Eslamian, Jalil. “The Effect of Anger Management by Nursing Staff on Violence Rate against Them in the Emergency Unit.” Iranian Journal of Nursing and Midwifery Research, U.S. National Library of Medicine, Dec. 2010, www.ncbi.nlm.nih.gov/pmc/articles/PMC3208944/.
-Peer 2:Addressing verbal abuse in the workplace, particularly in scenarios involving healthcare or client service, requires a calm, professional, and structured approach. The response to such incidents should prioritize de-escalation, understanding, and resolution.
Response and De-escalation Acknowledge the Concern:
Begin by acknowledging the family member’s concern and emotions without agreeing with any unfounded accusations. This can help de-escalate the situation. For example, “I understand you’re upset and concerned about the care we’re providing. Your family member’s well-being is our top priority.”
Maintain Professionalism:
Stay calm and professional, keeping your voice even and your body language non-threatening. According to Patterson, Grenny, McMillan, and Switzler (2012), maintaining composure and expressing empathy can significantly defuse emotional confrontations.
Seek to Understand:
Ask clarifying questions to better understand the specific concerns. For instance, “Could you tell me more about what specifically has made you feel this way?”
Provide Information:
If appropriate, offer information that may help address their concerns, while respecting confidentiality and professional boundaries. “While I can’t discuss specific details due to confidentiality, I can assure you that we follow all guidelines to provide the best care possible.”
Set Boundaries:
If the abuse continues, clearly state that while you are there to address their concerns, respectful communication is necessary. For example, “I’m here to help, but it’s important that we speak to each other respectfully to resolve this.”
Offer Next Steps:
Suggest constructive next steps, such as arranging a meeting with a supervisor or a care review session. “Would you like me to arrange a meeting with our care team leader to discuss your concerns in detail?”
Document the Incident:
Keep detailed records of each encounter, including dates, times, what was said, and how you responded. Documentation can be crucial for understanding patterns and deciding on further actions (Hader & Brown, 2010).
Seek Support:
Inform your supervisor and consider consulting your organization’s human resources department or legal team, especially if the threat of legal action is made.
Review Policies:
Familiarize yourself with and follow your organization’s policies on handling abuse and harassment. This may include formal reporting mechanisms or intervention strategies (Occupational Safety and Health Administration, 2017).Consider Safety Measures: If the situation escalates or if you feel unsafe, follow your organization’s protocol for such situations, which may involve security personnel or law enforcement.
Reflect and Learn:
Reflect on the experience and seek feedback from supervisors or colleagues. Continuous learning and adaptation can improve handling of future incidents.
References:
For a scenario involving handling verbal abuse in the workplace, especially from a client’s family member, and incorporating the steps and strategies mentioned earlier, here are several references published since 2015 that could provide valuable insights and frameworks
Conflict Management and Resolution:Cipriano, P. F., & Murphy, M. K. (2017). Nurse Leader’s Guide to Conflict Resolution: Strategies for Managing Conflict in Health Care.
