How to Handle Difficult Patients Training

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Respond to complaints in such a way that you restore confidence and regain goodwill, regardless of fault. Successfully give bad news using empathy, acknowledgment, and optioning. De-escalate intense interactions using a solid 3-step strategy.

Key Takeaways:

*How empathy, an apology, and the right tone instantly create calm when patients voice a complaint.

*Exactly what to say to the patient who demands to speak to a supervisor. This method is polite and effective.

*You cannot ignore a patient’s expression of anger – find out why.
The psychology of anger – Understand what is going on in the mind of your angry customer.

*Two things angry people want – knowing these things is the most potent way to preempt an escalation.

*When you understand that the issue usually isn’t the real issue, you’re 70% there with de-escalation.

*How echoing the patient’s last three words threads the needle and instantly puts you in control of the conversation.

*Why you have to link the communication chain, otherwise, you’ll have longer calls and a lot of frustration.

*The Aikido principle of Force Never Meets Force will make you think twice about counterattacking a problematic patient (Because when you react, you lose).

*How to reframe the situation with a patient who wants to vent and blame, so you can all move on.

The outcome of this module is employees walk away with specific techniques to create calm, take control of the interaction, defuse anger and restore patient confidence.