WORKSHOP-Managing Angry and Difficult Patients

Managing Angry and Difficult Patients  

At least one in 30 patient encounters involves a difficult or angry interchange.This is a daily event for most in medicine and sometimes these encounters can turn violent. OSHA says that workers in the healthcare workplace are the most likely to suffer an assault. These events are more common in some areas such as the ER, psychiatry and plastic surgery but are still an issue in all areas of outpatient medicine as well as hospital settings. This workshop explains the background to angry and difficult encounters and suggests ways for physicians and office staff to feel safe when dealing with the angry patient.

Audience: physicians, physician executives, practice managers, nurses, mid-levels, office support staff, administrators, healthcare executives,

Recommended Number: 5-20

Time:  Full day (6 hour), can be adapted to 45 minute lecture

Suggested Add-ons: DiSC Communication Style Assessment(workplace and customer-sales), Emotional Intelligence Assessment (EQ)-EQi-2.0 and EQI 360

CME: may be available-additional fees apply

By the end of this workshop, participants should be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with patients in person and over the phone
  • Understand the diverse challenges posed by patients
  • Develop strategies to adapt to challenging circumstances
  • Develop safe ways to confront angry patients
  • Understand anger dynamics in terms of the anger cycle and the fight or flight theory
  • Understand how the personality of physicians and training affect their response to anger  
  • Recognize early signs of anger buildup and read anger warning signs
  • Know the helpful and unhelpful ways of dealing with anger
  • Set boundaries and communicate needs
  • Know the difference between a boundary and an expectation
  • Improve communication and express a feeling or position using I-message.
  • Understand the role of emotional intelligence and empathy
  • Know skills for constructive disagreement, including effective negotiation and solution-building
  • Understand how to deal with unrealistic expectations
  • …  and much more

For information about costs and scheduling call 505-280-4284 or use our contact page. We also offer individual coaching by telephone or in person.