Behavioral Nursing Mock Interview

Practice 35 Behavioral Nursing interview questions covering de-escalation, crisis response, and therapeutic communication.

Question 22 of 35

Describe a time you effectively handled a hostile patient or family situation? What was the outcome?

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Dianne Barnard
Dianne Barnard

Dianne Barnard is a Registered Nurse and former nursing instructor. She is also board certified in Psychiatric Nursing and Holistic Nursing Critical Care.

It is important to always remember that patients and families are under a lot of stress, and there is a difference between an angry patient or family member and a threatening one. It is difficult to handle or deal with patients or families that are frustrated with care, particularly when it is care that you've performed. Handling an emotional situation intelligently is difficult to do, but very worthwhile, as it improves patient outcomes. In general, it's always best to remain in the situation and speak professionally with warmth and authenticity. People begin to heal when they feel heard, and most people begin to lessen intensity when they feel their concerns are being taken seriously. When a patient or family member verbalizes being upset, the best thing to do is to stay in that space and let them begin to tell their story, without interruption or defensiveness, as long as you feel safe. Once you understand a little about what they are concerned about, ask some clarifying questions so that you know how to best elevate the concern or handle it. Pay attention to your body language, stay calm, and look for a win-win situation.