• Notice a patient’s words, voice or attitude to pick up on rising anger levels. Overly compliant behavior is also a warning sign that a patient has lost his identity and sense of competence, which can lead to vulnerability, fear, anger and violence.

• Uncover and directly address a patient’s underlying feelings with comments. Saying,  “You sound worried. What can we do to help?” will go a long way toward establishing a personal connection and cooperation.
• Show respect. Make eye contact, and try to approach patients at eye level. Always address patients as Mr. or Mrs., and speak in a friendly manner.
• Rushing can be counterproductive, especially when caring for those with dementia.
• Enlist relatives to help break the isolation, create solutions and provide support.
• Know your employer’s patient bill of rights, as well as its policies and procedures for dealing with difficult patients.
• Do not tolerate disruptive behavior. Clearly explain what is unacceptable to avoid problems later.
• Don’t take it personally.

Cultural background affects how friendly people are to strangers and it can affect how closely they want you to stand to them as you speak to them. You cannot expect to be treated the same by all of your patients and you may have to adjust your behavior to suit their personal comfort level. While you will need to treat each patient with courtesy and respect, you should expect them to treat you respectfully, as well.

A patient may speak a different primary language and may require the use of an interpreter. You can also learn a few comments or phrases in your patient’s native language, or you may choose to communicate through the use hand gestures or flash cards.

Religion also plays an important role in patients’ lives, particularly if they are critically ill or dying. You must respect the patient’s religious beliefs and practices, even if they are different from your own. Never question the patient’s beliefs and do not discuss your beliefs with them.

Some patients’ backgrounds make them uncomfortable with being touched. While touch is a critical part of your job duties, be sensitive to your patient’s feelings if they become uncomfortable. Adjust care to your patient’s needs.

In no field more than in nursing will you hear the word “professionalism” used on a regular basis. For the record, it is has nothing to do with how you live your life outside of your job.  Instead, professionalism is a set of standards as to how you do your job – how you dress, how you do your job, the words you use, and what you talk about.

Professionalism with a resident includes:

• Keeping a positive attitude
• Doing only the tasks you are trained to do
• Keeping residents; information confidential
• Being polite and cheerful at all times
• Not discussing your personal problems
• Refraining from using profanity
• Listening to a resident
• Calling residents by proper titles
• Always explaining care before you give it
• Following practices, such as hand washing, to protect both you and the residents.

With an employer, professional behavior includes:

• Completing tasks efficiently
• Following all policies and procedures
• Careful and correct documentation
• Reporting anything that keeps you from completing duties
• Asking questions when you do not understand something
• Objectively taking directions and criticism
• Being clean and neatly dressed and groomed
• Always being on time
• Telling your employer if you cannot report for work
• Following the chain of command
• Participating in education programs
• Being a positive role model

Above all else, professional behavior involves putting your patients’ needs above your own and always maintaining a positive image to your employer, as well as to your patients and their families.