"If I felt threatened by a patient, I would make sure that patient/caregiver boundaries were verbalized to him. I would speak calmly and try to assure the patient that my goal is to provide safe care for him. I would ask him to calm down and talk to me about what has him angry or frustrated and see if we can work through the situation without any threat of harm to anyone."

"If I felt threatened by a patient, I would speak calmly, but firmly, and ask her if she can tell me why she is upset. I would tell her that my responsibility is to provide care for her in a safe environment, which means that we all need to feel safe and free of harm. If the patient does not calm down, I will ask a team leader or supervisor for assistance in diffusing the situation."

"One of the difficult things about working with clients who are suffering from addictions is that they may have an outburst of anger or frustration, especially during the detox period. It is really important to learn to identify possible triggers for patients and be aware of when they may be at higher risk for this to happen. I have been threatened by patients before and have learned that remaining as calm as possible is one of the first steps to resolving the situation. When tensions are running high, if I cannot remain calm, my anxiety may cause the situation to escalate. I would ask the patient to calm down and speak in a soft, but firm tone. I would ask the patient if he will tell me why he is upset and what I can do to help him. I would alert any coworker who is nearby to notify a supervisor to come for assistance. This is important because an aggressive patient should not be left alone. That could lead to the possibility of having other patients in harm's way. When a supervisor arrives, I will follow his/her lead in handling the situation."