chapter  3
Communicating with people whose behaviour is challenging
WithKaren Stainsby, Mari Roberts
Pages 10

An important aspect of being assertive is the ability to say 'No'. One may develop these character traits at any early age by watching and learning the behaviour of people who were important in the lives, by listening to phrases, and by conforming to family rules and norms. People get angry when they feel threatened, frightened or unjustly treated. Often an angry outburst is underpinned by personal factors. These include ill health, pain, stress, hunger, tiredness, hormonal changes, and mental health issues. Factors external to a person can also lead to angry outbursts. These include poor communication, insufficient resource, bad management, and injustice. Acts of extreme violence are rare within the healthcare environment, but anger, verbal threats and abuse are commonplace. The chapter describes some suggestions for managing a situation involving anger. To manage a situation involving anger and conflict, people first have to manage themselves.