Defusing Disruptive Behavior: A Workbook for Health Care Leaders

While job satisfaction is an important issue for all workers, the risk that disruptive behavior may put on patients has been well documented by the Institute for Safe Medication Practices, which found that intimidation and undue pressure altered how staff do their jobs. A recent survey found that negative behaviors, including condescending language, impatience with questions, reluctance or refusal to answer questions or phone calls, strong verbal abuse, threatening body language, and even physical abuse, were not an uncommon concern by respondents. The survey also found that past experiences with intimidation or pressure also greatly affected the way staff handles orders or poses questions. This spiral-bound workbook helps leaders train all staff in effective strategies for ending disruptive behaviors that adversely affect staff morale and possibly put patients at risk. The effect of disruptive behavior on communication and teamwork, which is what creates this patient safety risk, is covered as well.