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From the October 20th issue of Nursing Assistant Trainer: Aggressive Residents

There are a number of reasons why nursing home residents and visitors may become aggressive—nursing homes can be frustrating environments. When someone becomes aggressive, whether verbally or physically, you need to discover and, if possible, eliminate the cause of the behavior. CNAs should attempt to avoid actions that might trigger the aggression, and try to prevent the aggression from escalating.

The way you respond to an aggressive person often determines how much the behavior escalates. Try these techniques for calming and hopefully diffusing this type of situation:

Keep your voice calm. Try not to sound angry or frustrated. When giving directions, use short words and sentences.

Maintain an appearance of control. People tend to stiffen, stand taller, and lean forward when they get angry. Appearing angry can escalate the other person’s aggression. Give the other person the impression you are calm and in control by keeping your body relaxed.

Give the person space. If an aggressive person needs to walk around the room and wave his or her arms, let it happen. Physical activity might release some of the stress. If you move closer to the person, he or she may feel threatened and the person’s agitation might increase.

Don’t argue. Don’t try to argue with people who are being aggressive. You will not win, and they will only become more upset. Being reasonable is often the last thing they are interested in. Don’t attempt to defend yourself against accusations. Wait until calm has been restored, then, listen, and if appropriate, quietly state your position.

These techniques may help the other person to calm down before aggression becomes physical.

Source:
from LTC Nursing Assistant Trainer. Property of HcPro, Inc.