ABSTRACT
Healthcare staff help and support people across the full spectrum of society. It is at times regrettable that staff and those that they care for come into conflict with each other. Violence and aggression can serve a number of functions and are used by different people in different ways. This puts tremendous pressure on staff as to how best to manage a situation. It can be difficult for a member of staff to respond in a professional manner when being criticised or verbally attacked for instance. However, the need to respond appropriately to the demands of the job is paramount. A good guide in structuring behaviour is that it starts and ends with self. It is important for healthcare staff to understand that they bring their own perceptions and reactions to the clinical setting. What the member of staff says and does will be scrutinised by those in their care. Patients and families, in turn, react to staff. As such, it is important that healthcare staff recognise that they are in a powerful and privileged position when dealing with clients and their relatives. Where patients are left unsupported or their needs unacknowledged, this could lead to frustrations and anger among the client population.
