Averting and dealing with aggression


Averting and dealing with aggression banner

Use these steps to help avoid or deal with aggression:

Be safe:

  • have a clear, safe exit
  • position yourself to be out of reach to avoid physical injury
  • remove anything that could be used as a weapon 

Be available:

  • use active listening
  • use reflective listening
  • be attentive
  • be empathetic

Be respectful:

  • ask what they'd like you to call them and remember to use that
  • build a good rapport
  • have a calm demeanour
  • use non-threatening body language
  • be assertive

Be supportive:

  • make them feel comfortable 
  • offer them something to eat or drink  

Be responsive:

  • give them space
  • remove other people or things if they're upset or overwhelmed by them 
  • provide a comfortable and safe environment 

 

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* This information is taken from "Luck, L, Jackson, D and Usher, K. 2009. ‘Conveying caring: Nurse attributes to avert violence in the ED’. International Journal of Nursing Practice 15, pp205-212".

© University of Western Sydney 2012