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Working with words: Nonverbal ways to handle angry patients

Staff Development Weekly: Insight on Evidence-Based Practice in Education, June 23, 2006

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Anger can present itself in many different ways within your organization, and patients' complaints and criticism, disgruntled former employees, and frustrated families are just a few examples. It is essential that you are equipped with the techniques to prevent that anger from escalating into a violent confrontation. Here are a couple of quick tips:

1. Listen to the patient and respond with empathy. Listen to what the patient is saying and do not interrupt. Try to validate their feelings. Most patients will calm down once they are allowed to vent their frustrations or concerns.
2. Use the patient's name. Use their name respectfully when talking with patients. This can help diffuse their anger and ensure them that you are genuinely interested in resolving their concerns.

Editor's note: The above excerpt is from the online course, "Handling Difficult Patients: A Guide for Healthcare Staff." For more information on this and other courses in our library, go to http://www.hcprofessor.com/.

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