Need to be clear and non-threatening (take considerations from previous slide into account).
Need to offer clear and reasonable choices. Part of the process to diffuse a difficult situation is the ability to offer alternatives to the current situation that allow the patient/caregiver to choose (choosing will empower them to commit to a solution that they 'buy' into.
Need to establish limits that can be enforced. If there are no parameters established on behavior, it is difficult to monitor and document. A pattern of unenforced boundaries will be difficult to remedy in the future. Limits should be set early.
Need to communicate with staff. It is imperative that management and staff work together on maintaining a consistent front when addressing behavior.
Win-win. Overcoming difficult situations can ultimately lead to a better patient experience overall.

	Created by Michael Mendez about 10 years ago

safe, high quality care. Source: Beryl Institute Webinar