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Guide to Handling Difficult Patients

Guide to Handling Difficult Patients

To help you get the most from your training materials, you’ll receive a copy of the Leader’s Guide. It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet. Plus techniques to keep the message fresh long after the booklets have been distributed.

Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips, and more.

Read the sample below to see how much useful information is packed into a brief section of this guide.

Activity 2: Empathizing

A skill related to apologizing is empathizing and agreeing. As noted in the booklet, this is one of the most powerful ways to calm a difficult patient, but it can also be a difficult skill to master. For this activity, you can use the sample “problems” you created for Activity 1, or develop new problems. Again, write the problems on a white board or poster board.

Next, introduce the activity with language such as: “It’s difficult to continue to argue or be upset with someone who understands and agrees with you. If you’ve ever been in this situation, you know how quick and effective it is, so let’s brainstorm for ideas on how to show empathy and agreement with each of these statements.”

Also, keep in mind that apologizing, empathizing, and agreeing can often be wrapped into the same few phrases. For example, “I’m so sorry, I had a similar situation myself and it was very frustrating. Let’s see how we can resolve this.”


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