IN KNOW
Developing Top-Notch CNAs, One Inservice at a Time
A Communications Modules
Working with Difficult & Combative People
Are you "In the Know" about difficult and combative people? Circle the best choice.
Then check your answers with your supervisor!
1. Which of the following might make a nice person irritable and mean?
A. Pain.
C. Depression.
B. Loss of a loved one.
D. All of these.
2. This personality type has an especially hard time dealing with negative
emotions:
A. Passive.
B. Aggressive.
C. Passive/Aggressive.
D. None of these.
3. You may be dealing with a bully if the difficult behavior is uncivil and:
A. Annoying.
B. A waste of everyone's time.
C. Repeated over a period of time with an intent to harm.
D. Randomly occurs with different people when stress levels rise.
4. Getting hit, pinched, pushed and yelled at by sick, elderly clients is:
A. Just part of the job.
C. Not okay in any situation.
B. Part of the clients' rights.
D. None of the these.
ur
5. True or False
Delirium is a chronic condition that gets worse over time.
6. True or False
If you know you are going to have to work with someone who has been difficult in
the past, it's best to forget about it and start fresh with a positive attitude.
7. True or False
The key to dealing with difficult and combative people is to try to teach them a
better way to behave.
8. True or False
Most people have been "difficult" at work at one time.
9. True or False
If you feel you may be physically harmed by a combative client, the first thing you
should do is take the person by the arm and force him to sit down.
0. True or False
Always go alone when caring for clients who have a history of being combative so
they won't feel "ganged-up" on.