“…Studies have tended to include only physical violence or injuries, combine different forms of behaviour into a total aggression category, or only count the most serious type of aggression where patients have been involved in multiple incidents. The impact of verbal abuse on staff has been largely ignored, although known to be the conflict behaviour most strongly linked to morale (Bowers, Allan, Simpson, Jones, & Whittington, 2009). Verbal aggression often arises from denial of patient requests, management of medication, or simply frustration (Adams & Whittington, 1995;Inoue, Tsukano, Muraoka, Kaneko, & Okamura, 2006;Yassi, Tate, Cooper, Jenkins, & Trottier, 1998).…”