Abstract
AbstractPatients with serious illness and their families do not often become agitated or aggressive, but when they do, it is important to know how to intervene quickly and effectively. Skills such as active listening, empathy, attunement to nonverbal behaviors, fogging, the broken record technique, and a genuine apology may assist in successful de-escalation. The de-escalator’s emotional self-regulation and awareness are equally important in a charged encounter. After the de-escalation interventions have been implemented, it is important to offer space to process what has happened and repair any ruptures to the therapeutic relationship. Care must be taken during heightened encounters to intervene with cultural sensitivity and the awareness that anger can be a normal reaction to grief.