The right to be rude: Managing conflict

Burnell, R.I. (2016) The right to be rude: Managing conflict. Nursing Times, 112 (1-2). pp. 16-19. ISSN 09547762 (ISSN)

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Abstract

NHS staff are expected to behave respectfully and courteously to patients, but the same standards of behaviour do not apply to patients. While abusive behaviour is unacceptable from patients, what may be perceived as "rudeness" is often a result of emotions or other factors that may not be obvious. If healthcare staff see such patients as rude, it may negatively affect the care they give. This article discusses what may lie behind "rude" behaviour and presents a model that staff can use to reframe their perceptions of and responses to it to ensure a positive outcome.

Item Type: Article
Uncontrolled Keywords: Assault, Communication, Complaint, Conflict resolution, Rudeness, behavior, doctor patient relation, human, human experiment, model, perception, staff, adaptive behavior, aggression, health personnel attitude, interpersonal communication, mental stress, nurse patient relationship, nursing staff, patient satisfaction, procedures, psychology, United Kingdom, Adaptation, Psychological, Aggression, Attitude of Health Personnel, Great Britain, Humans, Negotiating, Nurse-Patient Relations, Nursing Staff, Patient Satisfaction, Stress, Psychological
Subjects: B700 Nursing
Divisions: UoA Collections > UoA 03: Allied Health Professions, Dentistry, Nursing & Pharmacy
Depositing User: Miss Jessica Baylis
Date Deposited: 08 Nov 2016 11:54
Last Modified: 12 Apr 2017 10:38
URI: http://www.open-access.bcu.ac.uk/id/eprint/521

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