Proven Strategies to Deal with an Angry Patient by Phone or In-person

Event Materials (Key Required)

Handling an angry patient in healthcare is important because it allows for a continued therapeutic relationship, prevents escalation of the situation, maintains patient trust, and ultimately leads to better health outcomes by ensuring treatment can be administered effectively and without disruption. This webinar will help you to know and understand the proven phone or in-person communication strategies on how to quickly identify why a patient is really angry and how to defuse the situation to make the situation stabilized. Neglecting an angry patient could result in them leaving care, not following treatment plans, and potentially harming themselves or others. Dealing effectively with an angry patient over the phone requires excellent communication and listening skills to resolve the situation peacefully and successfully.

Learning Objectives:

• Discuss why patients become angry and process improvements
• Learn 10 dynamics of how to deal with an angry patient effectively
• Understand the difference between active listening and reflective listening
• Explore the concept of the wounded child to increase your patience
• Review key verbal statement to build bridges and mutual understanding
• Learn 5 de-escalation techniques to diffuse a tense conversation
• Understand the impact of words, tone of voice and body language

Areas Covered in the Session:

• Understanding Depth of the problem
• Identifying the exact reason why patient is angry
• Contributing factors in healthcare
• The dynamic of unmet expectations
• Assessing the person – warning signs
• Active listening and reflective listening
• Phone communication skills set to defuse angry patient
• In-person communication skills set to defuse angry patient
• Voluntary Compliance, cooperation and collaboration
• Planning: what could happen and what would I do?
• Practicing: role play or running scenarios and responses through your head
• Debriefing: provides objective insights and may lead to improvement and shared learning
• Live Q&A Session

Suggested Attendees:

• Doctors
• Nurses
• Physician Assistants
• Nursing Assistants
• Hospital Administrators
• Front Desk team members
• Safety and Security Officers
• Medical Officers
• Practice Managers
• Any healthcare worker that has direct access to a patient

Presenter Biography:

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Additional Information:

System Requirement:

• Internet Speed: Preferably above 1 MBPS
• Headset: Any decent headset and microphone which can be used to hear clearly

For more information, you can reach out to the below contact:
Toll-Free No: 1-302-444-0162
Email: care@skillacquire.com

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Purchase Order Form – Click Here to download PO form.

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