"An ill-tempered reaction from a patient is understandable, which sometimes can make things ugly. I get that and so should any responsible physician. However, I draw the line at overt abuse, not for me--I can take it, but for others, such as ancillary personnel who are there to help both me and the patient."

As a physician, you are frequently exposed to people in pain or to whom unforeseen things happen at the worst possible times. Such people are cranky and this should be seen as understandable...but up to a point. Your answer should reflect the slack you understand should be given such a patient, but also that you know that point beyond which maladaptive behavior becomes unacceptable.

"No matter the behavior toward me, I always stay on task. You can never go wrong being a lady or a gentleman, and a patient will remember how you reacted even when he or she feels bad in retrospect."