Healthcare Training Program; Dealing with Difficult Patients

HOW TO DEAL WITH DIFFICULT PATIENTS
Introduction

What’s So Tough About Patients?
Common Frustrations

Tips for working with Difficult Patient Situations
The Angry and the Dramatic

Difficult Patient Scenarios
The Patients Interactive Style
When It Interferes with Your Objectives
What To Do When You are Having Difficulty
Forming a Therapeutic Bond with the Patient

General Strategies
Determining the Patient’s Agenda
Identify Your Emotional Reaction to the Patient
Establish Common Goals
Negotiate a Plan
Refer if Necessary

Dynamic Listening
Tune-in
Ignoring Distractions
Showing Empathy
How to Tame Your Emotions
Avoiding Judgment
Acknowledging Patients Perspective

Communicating with the Angry and the Dramatic Patient
How to Validate the Patient’s Feeling
Clarifying the Central Emotion Behind the Anger
Helping the Patient Deal with Their Anger
Understanding the Dramatic Patient
Hints for Working with the Dramatic Patients