Here is a practical guide for nurse managers that will help them train staff to deal effectively with patient populations that typically put additional strain on healthcare organizations. Readers learn proven strategies and examine best practices that show how to prevent patients from becoming difficult and deal with those who do. The book provides verbal and nonverbal techniques for de-escalating anger and preventing difficult patients from becoming violent toward staff, case studies from facilities that have found successful alternatives to use of restraints, and assessment tools to better identify difficult patients.