Successful management of disruptive behavior: a descriptive study.

The purpose of this qualitative descriptive study was to describe techniques nurses use to successfully manage disruptive behavior (DB) of colleagues. DB is any inappropriate behavior, confrontation, or conflict, ranging from verbal abuse to physical and sexual harassment. Nine RNs who had successfully managed DB in a nurse colleague participated in individual interviews. All participants felt it was important to confront in private unless patient safety was at risk. Participants' described a deliberate approach that included delaying confrontation, approaching the colleague calmly, and acknowledging the colleague's point of view. Responses to the confrontation were positive. Participants also reported that the ability to confront DB improved their practice.