Introduction. Self-efficacy may protect healthcare professionals from the negative effects of user mistreatment. However, its role depends on the specific domain and may weaken under prolonged exposure to aggression. Moreover, little is known about how this resource can be strengthened through targeted interventions.
Purpose. This study examined the role of domain-specific forms of self-efficacy in healthcare professionals' responses to mistreatment from users, aiming to clarify whether these resources can be affected by exposure, buffer the impact of mistreatment, and be strengthened through targeted intervention.
Method. A total of 2,219 healthcare professionals completed an online survey. Latent Profile Analysis identified exposure patterns, and Structural Equation Modeling tested a moderated mediation model linking verbal aggression to job satisfaction via mental distancing, moderated by Regulatory Emotional Self-Efficacy (RESE-NE) and workload. Additionally, 23 professionals participated in a brief experiential training course, with self-efficacy in managing aggression measured before and after the intervention. The program included three interactive modules: (1) de-escalation techniques for high-tension situations, (2) assertive communication and perspective-taking for conflict management, and (3) post-incident stress recovery and relaxation strategies. Each session combined brief lectures, group discussions, and role-plays based on real clinical scenarios.
Results. Professionals in the moderate-to-high mistreatment profile reported lower trauma-related coping self-efficacy than those in the low-exposure group. Mental distancing mediated the link between verbal aggression and job satisfaction, and this indirect effect was weaker among professionals with higher RESE-NE, even under heavy workload. The training increased short-term self-efficacy in managing aggressive users.
Conclusions. User mistreatment at work does not affect all healthcare professionals equally. RESE-NE acts as a psychological shield, mitigating the impact of mistreatment on mental distancing and dissatisfaction, even under high workload conditions. Investing in brief, experiential training represents a crucial step toward building safer, more resilient healthcare environments, as such programs can strengthen professionals' aggression-management self-efficacy.