In order to get anything done with some residents, I've found that "it's all in the way you approach a pt" that makes a world of difference, especially if you know he/she is a behavioral problem. Kill 'em with kindness and explain in simplest form what you want them to do... it usually works for me. If that doesn't work, tell them that maybe now isn't a good time and that you'll be back later. Speak in a soft, clear voice and in a calm relaxing manner. How does the saying go? You get more bees with honey than you do with vinegar. Then there's always the sledge hammer effect...

ONLY KIDDING OF COURSE!