• Gain awareness of the current state of health care violence in the U.S.

• Understand how cultural awareness affects one’s view of the world and influences the clinician/patient relationship

• Understand the role of self-awareness and self-reflection in managing aggressive patients

• Identify cultural norms in response to anxiety

• Use self-reflection to understand factors that contribute to feeling threatened

• Differentiate between verbal and nonverbal communication

• Identify common body languages used to communicate

• Gain proficiency in use of therapeutic communication strategies • Differentiate between threatening and nonthreatening communication approaches

• Gain proficiency in the use of strategies to reduce emotional confrontation

• Understand the three stages of conflict (anxiety, verbal aggression, and physical aggression) with an emphasis on patients and their families

• Implement appropriate strategies for diffusing aggressive behavior based on identified stage of conflict

• Learn how to help the patient manage their emotions and maintain control of his behavior.