The nurse-patient relationship runs through every step of nursing work. Nurse-patient conflict is a conflict formed on the basis of nurse-patient relationship. With the deepening of China's medical system reform, the nursing mode has changed from biological mode to biological-psychological-social mode, and people's awareness of self-protection has been continuously improved. More and more people pay attention to safeguarding their own interests in the process of medical treatment, and the requirements for nursing services are getting higher and higher. How to meet people's increasing demands for nursing services is the primary and arduous task facing the majority of nursing workers. According to the investigation, 80% of the conflicts and disputes between nurses and patients and the low satisfaction of nursing services are caused by poor communication or communication barriers. Here are some experiences on how to reduce conflicts and disputes between nurses and patients, improve communication skills between nurses and patients, and establish a harmonious nurse-patient relationship: \x0d\ 1. Change ideas and clarify responsibilities. For a long time, under the guidance of the idea of treating diseases and saving lives, nurses carry out doctor's orders and complete the treatment plan according to the doctor's control, which is the subordinate relationship between doctors and nurses. Nurses' attitude towards patients is mostly poor communication and obedience. In the long run, they will not be able to meet the needs of social development and become qualified nurses, and will eventually be eliminated by society. As a nursing worker under the new situation, we must change our concepts and clarify our responsibilities. It is our duty to take care of patients, treat them, provide health guidance, communicate and coordinate, and provide all-round quality services for patients. Defining one's responsibilities is the premise of doing any work well, and it is also the premise of establishing a harmonious nurse-patient relationship and avoiding the contradiction between nurses and patients. \x0d\ Second, nurses should have good professional ethics and professionalism. Hospital is a special working environment, and nursing is a special occupation. Nurses serve special groups who are in unhealthy physical or mental state, which requires nurses to be enthusiastic, extremely responsible and meticulous when serving patients. Nurses should treat every patient sincerely, warmly and kindly, respect the rights and personality of patients and treat all patients equally. Good professional ethics and professionalism can enhance nurses' sense of responsibility and honor, increase patients' trust in nurses, make the relationship between nurses and patients closer, and increase nurse-patient affinity. \x0d\ Third, pay attention to role replacement. Nurses should take the initiative to exchange roles with patients, assume that they are patients or their families, fully understand the feelings of patients and their families, comfort their pain, put themselves in patients' shoes, and understand and meet their basic needs. At the same time, nurses should also provide patients with opportunities to know themselves and let them know and be familiar with the nature and characteristics of nursing work. When patients feel that nurses can have heart-to-heart communication with themselves, it is helpful to increase patients' initiative and self-confidence in nurse-patient communication, understand the situation of nurses, and even consider some problems from the perspective of nurses. With sufficient communication and in-depth understanding between nurses and patients, the contradiction between nurses and patients will be greatly reduced, which is conducive to maintaining a good nurse-patient relationship. \x0d\ IV。 Smile service, create a warm environment. Smiling people are confident, kind, calm and happy. The nurse's kind and warm smile, like a bright light in the dark and a sedative in purgatory, can warm the patient's heart, resolve the patient's worries and relieve the patient's pain. As the saying goes, "reach out and don't hit the smiling face." Even if patients have some opinions about our work because of busyness or negligence, a kind and friendly smile can ease contradictions and turn enemies into friends. \x0d\ Periodical articles classified query, all in the periodical database. Steve in Britain once said that a smile is a charm that can create a lot of value without cost. Therefore, we should learn to use the power of smile properly, enhance the feelings between nurses and patients, create a warm environment, harmonize the relationship between nurses and patients, and improve patient satisfaction. Of course, advocating a smile at work is not a smile regardless of occasion, time and place, but depends on the specific situation. In the face of acute, dangerous and dangerous patients, we need a serious expression and a serious working attitude. Grasping the degree of smile and calmness will definitely establish a harmonious nurse-patient relationship. \ x0d \ v. Strengthen communication. As the saying goes: three points of treatment, seven points of care, but in clinical work, we nurses do more "seven points of treatment, three points of care." Although this phenomenon is related to the heavy workload of treatment and the shortage of nurses, it is also related to the fact that the service attitude of nurses has not completely changed. Over the years, the traditional nursing mode has made many clinical nurses develop the concept that they only need to complete the treatment task, and they have not developed or communicated with patients or peers, thinking that they are already very busy, so how can they have time to talk to them again? In fact, communication is everywhere, and it doesn't have to take special time to do it. It can run through any link in the work. For example, it can be used during admission, bedside shift change and ward inspection. A greeting from a nurse will make patients and their families feel more cordial and warm, thus narrowing the distance between them and laying a good foundation for treatment. When we treat patients, we can inform them of the purpose and precautions of the operation and carry out health education related to the disease. Making good use of these opportunities can achieve the purpose of communication, receive unexpected results, significantly improve patient satisfaction, improve the quality of nursing work, and establish a good nurse-patient relationship. \x0d\ VI。 Master good communication skills and pay attention to the artistry of language. Master communication skills and communication flexibility. When adjusting the conflict between nurses and patients, maintaining emotional stability and calmness will give you prestige in front of patients. When you are excited, you can take a deep breath or be dealt with temporarily by others. Patients feel hurt, either because of us or because of their misunderstanding. When it is our fault, we should have the courage to bear it and apologize sincerely. When it is a patient's misunderstanding, we must explain it patiently to avoid the intensification of contradictions. The conflict between nurses and patients is not entirely from medical aspects. Because of the unrealistic requirements of some patients, a few patients make trouble without reason, which may also cause conflicts between nurses and patients. However, nurses have no choice but to maintain a good nurse-patient relationship because of their professional needs. Therefore, we must have good personal moral cultivation, flexible way of thinking, flexible communication skills and flexible handling ability, so as to control the situation, resolve contradictions and stop conflicts. \x0d\ VII。 Have rich professional knowledge and skilled technical level. No matter how superb the communication skills of medical staff are, without the support of rich medical knowledge and superb skills, they can't win the trust and respect of patients in the end. This is the soil of nurse-patient relationship and the foundation of establishing good nurse-patient relationship, which plays an irreplaceable role in cultivating and establishing good nurse-patient relationship. Patients will infer that the overall service level of the hospital is poor according to a nurse with poor professional skills. Once there is dissatisfaction, it will become the fuse of nurse-patient conflict. Medicine is constantly developing and changing. We must never stop studying. Only by establishing the idea of lifelong learning, constantly absorbing new knowledge and mastering new skills can we be in an invincible position in our career, see our own value, increase our professional pride and build a harmonious nurse-patient relationship and interpersonal relationship. \x0d\ To sum up, we can draw the conclusion that the change of concept leads to the change of attitude, the change of attitude leads to the change of behavior, and the change of behavior leads to the change of result.