you cant put people into little boxes, categorize them, you may have a client thats an alcoholic, so you cant assume that they are going to be violent and do the risk assessment with this in mind. one person may be violent, but the next may be perfectly fine.
we can all get angry and frustrated and this is especially so if you have issues that stop you from doing what you want, a disabilty, dementia. these people may only see us and they may take their frustration out on us, we have to remain proffesional, calm and above all, never take it personally.
assertiveness is really stating your case without being aggressive. if you dont want to do something then a polite but firm NO is all thats needed , if you get stroppy with it then it turns into aggresive behaviour.
