How should I manage diffucult situations in nursing?

[nynewrn]

For example a difficult physician/s? Or patient and/or family members?

[NoviceRN10]

With a smile and a lot of patience. If that doesn't work, call security .

[chicookie, BSN, RN]

You always want to do it in a professional manner.

No throwing items at doctors heads when they are being stuck up jerks. And no tying family members up when they get on your nerves. Those are big no noes.

[Believe in yourself]

Heed certain guidelines-courtesy: Remain courteous when receiving complaints, hear out complainer, reassure them that the problem is being addressed, notify supervisor of complaint/problem.

[0402]

Apologize for what is not in your control, rectify what you can and do the best with what is within your control.

[tokmom, BSN, RN]

Apologize for the situation you probably didn't even do. Ask them how they want you to rectify the situation, then do what they want you to do. Whatever it is, do it right away. Get the manager involved and pass it on to him/her. Then dodge into rooms when you see them coming down the hall the next time they show up.

I notice if I give a lot of eye contact, a nice calm voice and a hand on their arm, they seem to become a bit nicer.