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I would say that it depends on the way in which they're being difficult and the reason behind it. Grieving family members can be incredibly difficult to deal with but you often have to approach with even more compassion in those cases. Others are simply just rude and you have to act firmer and assert your authority a bit to keep them in check. It's all situational really.
Rising Star
It is def situational.. they can be so hard to deal with/rude at times !
Yeah, I know it can be hard to maintain empathy all the time in our jobs, but that's kinda what we have to do. It's the only way to "deal" with difficult people, in my experience. You have to try your hardest to continue to see them as human beings who are having a hard time. Obviously if they're being abusive or not following rules/requests then that's something you'd get security involved with, but if they're just being rude or impatient or snappy, you have to let it roll off you and not carry it with you into the next patient interaction.
Rising Star
So hard but you are right it is definitely our job to maintain composure and remain professional!