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

AACMConference – Are you going?

Posted on July 30, 2014 by Jean Daffin in Blog

Jean will be presenting at the Alberta Association of Clinic Managers Annual Conference on Wednesday September 17, 2014 in Canmore.

“Top 10 Privacy To Do List for Clinic Managers”

Use a Pro-active Privacy approach to build privacy into your daily practice management. What has changed in the privacy environment? How can you update your current practices? How to assess risks and benefits for new business practices (like social media)?

In this workshop Jean Eaton, your Practice Management Mentor and Practical Privacy Coach, will help you make informed choices for your practice. Key points will include:

Legislation requirements
Pro-Active Privacy for:
- Patient focus
- Practice Management

The framework for Jean’s presentation will let you explore and assess new business opportunities and technology (including social media)

AACM Annual Conference
September 16-19, 2014
Coast Canmore Hotel and Conference Center.

See more information on AACM Membership and the Conference.

Let your colleagues know that you plan to attend this event! Tweet this!

best practice, practice management, Practice Management Mentor, privacy, Pro-active privacy, speaker

Speaker Sheet

Posted on February 3, 2014 by Jean Eaton in Blog, Services, Training, Vendor

Do you collect personal health information?

If so, you know the importance of this sensitive information. Healthcare providers must ensure that every staff member understands their individual responsibility when it comes to handling personal information.

Jean gives you the skills and confidence to handle the elephant in the room!

Jean’s information privacy workshops are ideal for staff members at all levels in any organization or clinic that collects, uses or discloses personally identifying information. This includes direct care providers such as physicians, allied health professionals, and associates, privacy officers, as well as other employees and support staff who are not directly involved in patient care.

Choose from these two popular workshops, or request a customized presentation.

"

The Power of 3

Privacy Awareness in Your Health Care Practice

Privacy Awareness Training

Improve your patient satisfaction and prevent malicious errors, omissions or attacks that could result in fines and even jail time for the business, healthcare provider, employee, or vendor.

This is a critical workshop for everyone in the health care industry. Jean will engage your people in a fun and practical way to teach the key principles of privacy awareness. Through the use of every day scenarios and group discussion, new and experienced healthcare providers and support staff will learn the essentials of privacy, confidentiality, and security.

Learning Objectives:

Patient and client rights with respect to their personal information.
Key components of privacy legislation.
Safeguards that protect personal health information.
Privacy principles.
Recognize and report a privacy breach.

"

4 Step Response Plan

Prevent Privacy Breach Pain

4 Step Response Plan

Privacy incidents happen! 60% of small and medium business owners go out of business within 6 months after a privacy and security breach. Patients, clients, employees and business partners trust you to keep their private and sensitive information confidential and secure. Properly managing a privacy breach is critical to the continued success of your business. With Jean’s expert guidance, you will learn the critical skills of planning for and responding to privacy incidents, handling them with confidence while mitigating the risks.

Based on her new book, Prevent Privacy Breach Pain, Jean will guide you through the practical “4 Step Response Plan” to help you develop a privacy breach management response plan for your organization.

Learning Objectives:

Contain the breach.
Evaluate the risks.
Notify affected individuals and other stakeholders.
Prevent the breach from happening again.

When you know better, you can do better.

Jean L. Eaton

Your Practical Privacy Coach and Practice Management Mentor



Your Practical Privacy Coach

Jean is constructively obsessive about privacy, confidentiality, and security when it comes to the handling of personal information, particularly in primary health care settings.

Jean has customized and delivered privacy training programs for privacy officers, records management professionals, implementation teams, and healthcare providers across Canada and the US.

You will learn how to use practical pro-active privacy in your practice. Privacy Education program that is actually fun and . . . practical!

Jean has helped hundreds of physicians, chiropractors, pharmacists, and other healthcare providers and privacy officers develop and improve their Privacy Education programs.

You know your practice better than anybody else. If you had the right tips, tools, templates, training and Your Practical Privacy Coach to help you, you can develop a practical Privacy Education program for your office, improve patient satisfaction, meet legislated and college requirements, and prevent big fines (or worse!).



Your Practice Management Mentor

Practice managers working in healthcare want to provide good services and have a profitable business. They have a sense of what they need to do to get there – but often need help with networking and resources. Jean shares templates, user guides, real-life examples, networking, practical resources and mentoring. We give you the confidence to take care of the elephant in the room!

Jean Eaton has worked in health records and primary care organizations for over twenty years, and is an experienced leader in health information management.

She understands that practice managers working in healthcare want to provide quality services and have a profitable business… and is committed to helping practices with the networking and resources to get where they want to be.



jean[at]informationmanagers.ca



(780) 237 - 7605



Book Jean for your next event and see the difference that privacy awareness can make!

Contact Jean to provide workshops and key-note address at your next event!

Available in person and techno-magically using webinars and live streaming.

Your Workshop Package can include:

A 60-90 second promotional video encouraging early registration with key sponsor mention.
A 30-minute preview marketing webinar on a related topic to pitch early registration with key sponsor billing.
Advance interviews of organization members to customize the workshop.
A special sponsor ‘lunch & learn’ seminar event.

Download Jean's Speaker One-Sheet



FREE E-books authored by Jean L. Eaton

Please click on a title to download your free PDF copy.

Document Management Tip Series:

You may have seen Jean here . . .

2020 June 5, Canada's First Virtual Health Privacy Summit, ‘Practical Privacy Tips‘.

2020 Jan 22, Data Security and Privacy 2020 Virtual Summit, “Privacy of Health Information, an IFHIMA Global Perspective”, BrightTalks

2019 November, Confident Women Leaders with Kathy Archer, '10 Key Steps To Prevent A Privacy Breach'

2019 September, In the Pink Seat with Dr. Angela Mulrooney, ‘Privacy Protection'

2019, Meeting Leadership Podcast with Gordon Sheppard, ‘Why Leaders Should Understand Privacy'

2019, Meeting Leadership Podcast with Gordon Sheppard, ‘What Leaders Need To Know To Start A Privacy Program'

2016 May 10, 2016 Saskatchewan Connections, Regina, SK. “4 Step Response Plan to Manage a Privacy Breach”

2016 March 30, National Privacy & Data Governance Congress, PACC, Calgary. “4 Step Response to a Privacy Breach”

2015 November, American Health Information Management Association (AHIMA), Webinar “3 Mistakes in Managing a Privacy Breach”

2015 June Chiro Secure, Webinar, “Email with Patients – What Are the Risks?”

2014 April 15 Edmonton Chapter – Alberta Association of Clinic Managers (AACM) Luncheon, Edmonton, Alberta “Privacy can be fun!”

2014 June 11-12 Health Information Management Association of Alberta (HIMAA) Conference, Edmonton, Alberta “Privacy Breach Management”

2014 November 14 PIPA Connections Conference, Calgary, “How to easily develop your own in-house privacy & security education program”

2014 September 24-26 Ontario Medical Group Management Association (OMGMA) 46th Annual Conference, Gravenhurst, ON. “Engaging Patients in an Electronic World”

2014 September 16-19 Alberta Association of Clinic Managers (AACM) Annual General Meeting, Canmore, AB.

2014 June 4 Saskatchewan Connections Conference, “3 Mistakes in Managing a Privacy Breach”

2014 May 9 Canadian Counselling and Psychotherapy Association Conference, Victoria, BC. “Managing a Privacy Breach – 3 Mistakes in Managing a Privacy Breach”

2014 Practice Management Nuggets’© webinar series. Weekly interviews with practice managers, healthcare providers, or trusted vendors who support healthcare practices.

2013 April 26 Alberta School Councils’ of Alberta Conference, Edmonton, AB. “Privacy Risks and Kids”

2013 October 26 Literacy and Learning Day Conference, Edmonton, AB. “Privacy Risks for Kids. Is Your Child at Risk?”

2009 June Canadian Health Information Management Association / Saskatchewan Health Information Management Association Conference “Privacy Impact Assessments and the Health Information Management Professional – Leveraging What You Already Know”

2011 May Canadian Health Information Management Association, “Proactive Approach to Privacy, Confidentiality, and Security”, CHIMA CPE Webinar.

2009 – 2014 Private healthcare practices, in-services including “Health Information Act Lunch N Learn”, “Privacy Awareness In-Service”, “ROI (Release of Information) 101”, “Practical Privacy”

2009 – 2015 Information Managers Webinars, in-person workshops throughout Alberta including

“Protect Your Practice, Your Assets, and Your Patients with Privacy Impact Assessments – A Complete Step-by-Step Course”

“Protect Your Practice, Your Assets, and Your Patients with Privacy Impact Assessments”

“Prevent Big Fines (or Worse!) for your Healthcare Practice; Learn How to Plan a Privacy Impact Assessment”

“9 Steps to Hire (and Keep) Employees in Your Healthcare Practice”

“Privacy, Confidentiality, and Security for Medical Offices”

“How to complete a Privacy Impact Assessment”

“Developing Policies and Procedures for Medical Offices”

“Managing a Privacy Breach – 3 Mistakes in Managing a Privacy Breach

“Email and Patients – What do I need to know?”

“Clinic Managers Top 10 Data Privacy To Do List”

healthcare, Practical Privacy Coach, Practice Management Mentor, privacy, speaker

Privacy Risks and Kids

Posted on April 4, 2013 by Jean Eaton in Blog

I am looking forward to present “Privacy Risks and Kids” at the 2013 Alberta School Councils' of Alberta Conference April 27.

Child identity theft can happen to any child. How does this happen? What can you do to prevent it? In a fun and informative format, I will share with you some practical tips on how parents can protect their children's valuable information.

Click Here for more information.

Alberta, child identity theft, privacy, privacy risks and kids, speaker