Using Professional Assertiveness in Dealing with Difficult People

Healthcare professionals (HPCs) are increasingly saying that in the course of their work they are encountering very difficult, even threatening, behaviors from patients and other people whom they serve. When an HCP is a kind, “pro-social” person it can be difficult to know how to effectively respond to these behaviors. In such
situations it is easy to become overwhelmed and to sacrifice care standards and facility rules. HCPs say these behaviors lead to high stress and burnout. The aim of this presentation is to empower HCPs to more effectively deal with the difficult behaviors of others, and to act in assertive and professional ways to protect themselves and their organizations