Strategies for responding to anger from patients, relatives and carers

Nurses often have to manage anger from patients, relatives and carers in their practice. However, in emotionally charged situations, it can be challenging to maintain professionalism, respond with empathy and set clear limits. This article presents a practical, transferable strategy for responding to anger in healthcare settings using active listening and structured information gathering. Drawing on de-escalation literature, communication theory and evidence from communication skills training, the author outlines a stepwise approach that nurses can use to de-escalate confrontations involving patients, relatives and carers. This approach emphasises the importance of early recognition of escalation, empathic engagement, validation, collaborative problem-solving and clear limit-setting.