title: Aggressive behaviour - prevention and management in the general practice environment.
abstract: BACKGROUND
  Aggressive behaviour is commonly encountered in the general practice setting and can often be de-escalated using good communication skills.
  
  
  OBJECTIVE
  This article provides strategies to reduce and manage early aggression in the general practice environment.
  
  
  CONCLUSIONS
  Aggressive behaviour usually occurs when a person feels unfairly treated. Having a systematic approach to the problem can improve safety for both staff and patients. This includes patient centred practice, identifying and managing the early signs of aggression to prevent escalation, having a plan to seek assistance if required, setting limits using a calm respectful manner and reinforcing limits using behaviour contracts when required. The physical layout of the practice and restraint of aggressive people are beyond the scope of this article.
authors: Systems and Intervention Research Centre for Health, Edith Cowan University, Western Australia, Australia. m.sim@ecu.edu.au
authors: Moira G
authors: MG
authors: Sim
authors: Toni
authors: T
authors: Wain
authors: Eric
authors: E
authors: Khong
mesh_terms: D000374:Aggression; D001521:Behavior Therapy; D003695:Delivery of Health Care; D019468:Disease Management; D058006:General Practice / Q000379:methods*; D006801:Humans; D008603:Mental Health; D010817:Physician-Patient Relations; D012308:Risk Management / Q000379:methods*