How to Effectively De-escalate an Angry Patient – Live

Posted on July 21, 2016 by Jean Eaton in Archive

In this FREE 30-minute Practice Management Nugget Webinar for Your Healthcare Practice with Monique Caissie, you will learn How to Effectively De-escalate an Angry Patient.

Have you ever been challenged by a patient who is demanding and disruptive and rude?

We have all been there. Monique will help us with tips, scripts and strategies to help you manage these difficult situations with empathy and assertiveness. Invite your staff, colleagues and co-workers to join in the discussion, too!

Communicate Strategically with Difficult People…even if they drive you CRAZY!

Join us for the webinar with Monique, and explore these strategies that you can use to de-escalate a patient’s anger

1. Listening and curiosity

2.Empathy and validation

3.What to say

4.Find out what they want

5.Offer alternatives or suggestions

6.Help them save face

Recorded Live on Thursday, July 21, 2016

How to Effectively De-escalate an Angry Patient

with Monique Caissie

Send a question by email:

Download Your Resources:

Learning Resources Guide 6 Point Tip Sheet to De-escalate Anger Great Big Book of Signs – Instant Download

Bonus from Monique

How To Ask For What You Want Cheat Sheet

Meet Monique

I am a recovering doormat. Over the last 30 years, whenever I learned one of the secrets of confident communication, I couldn’t wait to share it with others struggling with challenging relationships. As a former crisis interventionist, counsellor and educator, I have impacted thousands of people to have better conversations with others who drive them CRAZY!

hosted by Jean L. Eaton of Information Managers Ltd.

Your Practice Management Mentor and Practical Privacy Coach

____________________________________________________________________________________________

Our weekly interviews are a hit with practice managers and healthcare providers!

We’ve made it easier for you to attend.

Simply sign up now to receive weekly notices of the next Practice Management Nugget guest speaker. Replays of each event will be available for only a limited time. You only need to sign up once to receive information for all the FREE Practice Management Nugget interviews.

Or, attend our next Practice Management Nugget event for free here.

Tip: Put this link in your calendar for Thursdays at 12 noon MDT. Then click it a few minutes before we begin and it will take you directly to the webinar.

#CommunicateConfidently, #PracticeManagementNugget, assertiveness, bullying, Collaboration, Communication, confidence, Monique Caissie, podcast, Practice Management Nugget, resilience, speaker

“Not my problem” escalates anger. Do this instead!

Posted on July 20, 2016 by Jean Eaton in Blog

Monique Caissie is my guest on this week's Practice Management Nugget Webinar for Your Healthcare Practice.

Read Monique's article below and then join us for the Free Webinar on Thursday July 21.

As we patiently wait for the admin assistant to call our number at the clinic, a man at the desk is asking her what’s taking so long for the doctor to see him and that he has to get back to the office. He wants to know how much longer. She abruptly says they don’t give times. He asks how many people are ahead of him. Instead of answering, the girl dismissively points to the sign next to her desk and goes in the back where the files are. The sign reads “Aggressive behaviours will not be tolerated”.

Clearly, she over-reacted to his questions. Her dinosaur brain came on and she went into Fight/Flight instead of using her thinking brain. Frustrated, the man sits back down swearing under his breath.

Understandably, he seems angrier than when he approached the desk. In fact, the mood of the whole waiting room is not pleasant. Honestly, I suspect that anyone who witnessed this will approach the desk prepared to be even more assertive. Situations are exacerbated when we don’t try to de-escalate someone’s anger.

De-escalating a situation is the best antidote to anger.

Click to Tweet!

Here’s a sample of what the girl could have done instead.

She could have responded with regret and politely given the information that she had no control over the wait.

She could have admitted that she would feel frustrated in his shoes.

She could ask him if he needs to reschedule or will he be able to wait until they catch up to him in the queue.

These may not solve his problem. In fact, depending on his personality or circumstances, he could be just as frustrated. This way, she gives him the opportunity to feel respected and heard. As it stood, the tension of the waiting room had increased.

I would be calling that customer service response “career limiting behaviours”.

As stressful as an angry client might feel, we must not take their frustration personally. In fact, dealing with angry clients happens in every industry and at every level of the organization. Whether we are the receptionist at the front or the CEO, it is always part of our job to keep our cool and turn on our problem solving skills.

The first rule is that we must do our best to approach them with curiosity. You are now the diagnostician. Let them know you want to help if you can. Becoming defensive or dismissive will only serve to pour gas on the fire so look for solutions and check your ego at that door.

It’s only logical. Have you ever seen a two year old in the middle of a tantrum? The good parent is curious, patient and does not get angry back. After all, they are more mature than a two year old. Effective parents are trying to understand and guide the child’s behaviours to more acceptable ones.

The less effective parent will yell back or they will ignore and not redirect the behaviour. Good communicators make the effort.

Reprinted with permission. Originally posted on July 14, 2016 by MoniqueCaissie

How to learn more:

Would you like an opportunity to ask a few questions about this?
Applying effective communications strategies may be easier than you think. I hope you will join us on the webinar where we will cover the 6 tips for an angry person.

I am being interviewed by Jean L Eaton of Information Managers Thursday, July 21st. Check out the webinar and you can ask questions during the webinar.

Register for the Free Webinar #CommunicateConfidently, Communication, healthcare, Monique Caissie, resilience, speaker

How to Effectively De-escalate an Angry Patient

Posted on June 16, 2016 by Jean Eaton in Archive

In this FREE 30-minute Practice Management Nugget Webinar for Your Healthcare Practice with Monique Caissie, you will learn How to Effectively De-escalate an Angry Patient.

Have you ever been challenged by a patient who is demanding and disruptive and rude?

We have all been there. Monique will help us with tips, scripts and strategies to help you manage these difficult situations with empathy and assertiveness. Invite your staff, colleagues and co-workers to join in the discussion, too!

Communicate Strategically with Difficult People…even if they drive you CRAZY!

Join us for the webinar with Monique, and explore these strategies that you can use to de-escalate a patient’s anger

1. Listening and curiosity

2.Empathy and validation

3.What to say

4.Find out what they want

5.Offer alternatives or suggestions

6.Help them save face

Thursday, July 21, 2016

Join us for the Free Practice Management Nugget Webinar for

Your Healthcare Practice

How to Effectively De-escalate an Angry Patient

with Monique Caissie

Register for the webinar here!

Meet Monique

I am a recovering doormat. Over the last 30 years, whenever I learned one of the secrets of confident communication, I couldn’t wait to share it with others struggling with challenging relationships. As a former crisis interventionist, counsellor and educator, I have impacted thousands of people to have better conversations with others who drive them CRAZY!

hosted by Jean L. Eaton of Information Managers Ltd.

Your Practice Management Mentor and Practical Privacy Coach

____________________________________________________________________________________________

Our weekly interviews are a hit with practice managers and healthcare providers!

We’ve made it easier for you to attend.

Simply sign up now to receive weekly notices of the next Practice Management Nugget guest speaker. Replays of each event will be available for only a limited time. You only need to sign up once to receive information for all the FREE Practice Management Nugget interviews.

Or, attend our next Practice Management Nugget event for free here.

Tip: Put this link in your calendar for Thursdays at 12 noon MDT. Then click it a few minutes before we begin and it will take you directly to the webinar.

#CommunicateConfidently, #PracticeManagementNugget, assertiveness, bullying, Collaboration, Communication, confidence, Monique Caissie, podcast, Practice Management Nugget, resilience, speaker