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Nursing Australia believes that your personal safety and that of others is our concern "all day, every day" , and that being wise to safety issues works on the basic premise that prevention is better than the cure. To this end we are pleased to bring you some short tips on "Keeping Safe at Work".
There are eight STEPS to remember when dealing with unhappy clients:
- Listen
- Avoid becoming defensive
- TAKE IT PROFFESSIONLY NOT PERSONALLY
- Express empathy
- Ask questions to understand the problem
- Uncover specific expectations
- Outline the solution or alternative
- Take action
- Follow up
The 5 points below relate how to respond if confronted by an aggressive person while at work,
- Remain calm
- Be polite
- Do not raise you voice
- Call for assistance
- Contact another staff member to assist
- Others can witness and support
- Keep out of reach
- Keep out of reach
- Keep at least two arm lengths away
- Do not antagonise
- Never abuse or ridicule
- Let an aggressor leave - do not detain
- Report the incident
- Complete an incident report
- Notify police if damage to property or assault occurs
For further information about OH&S legislation and obligations in your state, click one of the links below:
 New South Wales
Queensland
South Australia
Victoria
Western Australia
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