4. Rewrite the incident to illustrate an eff ective response to this situation.

Robert Jones works on the evening shift in the ED at a large urban hospital that frequently receives victims of gunshot wounds, stabbings, and other gang-related incidents. Many are high on alcohol or drugs. Robert has just interviewed a 21-year-old male patient awaiting treatment for injuries resulting from a fi ght after an evening of heavy drinking. Because his injuries were determined not to be life-threatening, he had to wait to see a physician. “I ’ m tired of waiting. Let ’ s get this show on the road!” he screamed as Robert walked by. “I ’ m sorry you have to wait, Mr. P., but the doctor is busy with another patient and will get to you as soon as possible.” He handed him a cup of juice he had been bringing to another patient. Th e patient grabbed the cup, threw it in Robert ’ s face, and then grabbed his arm. Slamming him against the wall, the patient jumped off the stretcher and yelled obscenities at him. He continued to scream until a security guard intervened.