Failure to acknowledge or deal with disruptive behaviours in the healthcare workplace can have far-reaching effects, including poor morale, staff turnover and - most importantly - negative impacts on the quality of care given. In order to minimise the effects of disruptive behaviour on the patient, staff, and the organisation, it is essential that action is taken quickly and effectively. In part two of this two part lecture, Jane Stanfield looks at using compassionate communication and the DESK method for managing behaviour.