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Dealing with Difficult Patients and Healthcare Professionals  

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Seminar Summary:

A one-day seminar on how to effectively communicate in the healthcare industry (see full course description)


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Training Course Syllabus:

Dealing with Difficult Patients and Healthcare Professionals Healthcare Seminar

You're in a high-stress position. Every day, you face …

Patients who are irritable, uncooperative, maybe even unreasonable
Patient's relatives who want answers and request constant updates about the condition of their loved ones
Healthcare Personnel whose priorities might not line up with yours

You work in a pressure cooker. Not only do you deal with all kinds of people in your clinic, hospital or healthcare office, but as you well know, even those who might be pleasant under ordinary circumstances often become difficult in this high-stress environment. Let's face it, in a healthcare setting you are seeing people at their worst.

Your patients may be sick or hurt. They probably feel awful. Plus, they're often frightened, worried or feeling vulnerable.

Physicians feel the pressure of having so much riding on their decisions. Their professional expertise is on the line every day and the possibility of a malpractice lawsuit is a constant threat. It's not surprising that they expect perfection from you.

Patients' relatives are worried and anxious about their family members. They want answers that you simply may not be able to provide.

Is it any wonder you feel stressed, beat up and frazzled when you get home from work?

The healthcare environment will always be extremely challenging, but you can change the way you approach it. Spend a day at this seminar, and learn the skills that will allow you to go back to work with a fresh outlook and make it possible for you to return to the sense of fulfillment, satisfaction and genuine empathy that brought you into the healthcare field in the first place.

This seminar equips you with the strategies and communication skills you need to survive and thrive in your demanding, high-stress healthcare position.

Dealing with Difficult Patients and Healthcare Professionals — Seminar Overview

Understand what makes difficult people tick

  • Techniques that provide insight into difficult people's motivators
  • Why complainers complain — and how to move them quickly into problem-solving mode
  • How to read and interpret other people's body language — what are they really saying?
  • The "wrong side of the bed" syndrome — why some people start out badly and just get worse as the day goes on
  • How to recognize when you are being a difficult person
  • What your difficult person wants and how you can provide it
  • The secret to making others feel valued, important and comfortable — especially when they are ill

Bring out the best in all kinds of people

  • How to interpret odd behavior in a healthcare setting
  • How (and why) you can only fix situations — not people
  • 3 ways to increase your personal diplomacy skills so you positively affect negative situations and people
  • The kind of feedback that brings the best and fastest results
  • The 4 behavior styles, and how to communicate with each personality type for best results
  • Expect the best — the self-fulfilling prophecy that works equally well with physicians, patients and colleagues
  • Steps you can take that bring out the best in others in every situation

Improve your listening and nonverbal skills

  • How to listen, not for what is being said, but implied, by a problem person
  • "Charging Rhinos" — how to keep these loudmouths from dominating conversations
  • Simple reminders that help you stay attentive to the person talking
  • What you can do — without saying a word — to demonstrate your interest to a speaker
  • How to be sure your verbal and nonverbal messages are consistent
  • Body language to use in dealing with specific kinds of difficult people — it can be more powerful than your spoken words

Project poise and confidence, regardless of how you feel inside

  • The most powerful and effective response to sarcasm
  • Specific techniques to help you stay calm under attack
  • How to use positive language to steer conversations with difficult people in a more productive direction
  • Ways to say "no" and stand your ground without alienating colleagues or patients
  • How to increase your personal strength through flexibility
  • Why no one — not even the most trying person — can make you feel hurt. Learn how you can choose positive and productive emotional responses
  • What you can do immediately to defuse a hostile situation

Communicate more effectively, credibly and assertively

  • The first and best thing you can do when patients or colleagues blow their tops
  • How to respond to put-downs — keep your self-esteem intact without making the situation worse
  • 5 easy steps that cut through anxiety and tension — and get your point across
  • How to re-establish trust when the staff has "blown it" with a patient
  • What you can do to help coworkers stop the envy, resentment and back-stabbing so you enjoy more honest, nurturing relationships with colleagues
  • How to help people solve their own problems, instead of expecting others to find the solution

Negotiate better agreements and resolve conflicts easily

  • A proven method for uncovering the unspoken issues behind interpersonal conflicts
  • When it is essential to stand your ground and when you should walk away
  • The unique challenges of negotiating in a medical environment
  • A strategy for getting even the most difficult patient or family member to see things from your point of view
  • What to do when a colleague or patient "digs in" and won't budge
  • The secret to maintaining emotional composure in the presence of an irate person
  • How to survive a conflict with all egos intact



Seminar Check-In: 8:30 AM    Seminar Class 9:00 AM to 4:00 PM

Seminar Summary:

A one-day seminar on how to effectively communicate in the healthcare industry (see full course description)

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