Leaders and managers are constantly faced with difficult people and
difficult situations. The ability to manage people and situations to defuse
anger and other negative emotions and move toward productive resolution of
difficulties is a crucial characteristic of an effective nurse manager.
Using narration, interveiws with real-life nurse managers, and graphics and
scenarios to illustrate key points, this video demonstrates how to handle
various types of difficult behavior and also examines some common personnel
problems and their underlying causes.