personalities, patients with p a t i e n c e dealing with difficult people_hand_2ho… · dealing...

Dealing with Difficult People

Personalities, Patients with

P A T I E N C E

Original Thinking Unique Solutions

Learning Objectives

Learn how to prevent problem situations

Understand your role in effective communication

Improve patient retention


Customer Service

It is safe to assume the difficult person may be you.


Communication

First impressions are crucial.

VERBAL

Tone of voice

Volume

Terminology

NON VERBAL

Facial Expression

Body Stance & Posture

Appearance

Personal Space


Customer Service

C A R E

C - Comprehension

A - Awareness

R - Respect

E - Engagement


Our Points of View

& Our Perceptions

Californian

New Yorker

Southerner

Northerner

Midwesterner

Smoker

Angry people

Chatty people

Ethnic groups

Indecisive people

Inexperienced staff

Know it alls


Stereotypes

An exaggerated belief or fixed idea about a person or

group that is held by people. The belief is sustained by

selective perceptions and selective forgetting.

Where do stereotypes come from?


Prejudice

A preconceived idea or negative attitude, formed before

the facts are known, and sustained by over-

generalizations.

A bias without reason, resisting all evidence.


Three Basic Needs

The need to be valued.

The need to be in control of our life.

The need to like ourselves.


QUIZ


Question 1

When I solve problems, I usually rely on:

A. My feelings

B. My thoughts


Question 2

I do my best work when I :

A. When I have freedom and flexibility

B. When I have a detailed plan and procedures


My co-workers would say that I:

A. Like to shake things up

B. Play it safe

Questions 3


Question 4

Which statement best describes your approach to daily tasks:

A. What if I try…?

B. If it’s not broken, don’t fix it


Questions 5

When I create a document:

A. I use a lot of color and graphics

B. I use statistics and data


When I communicate, I:

A. Use “feeling” words and look for a connection

B. Get to the point quickly and wait for a response

Question 6


Question 7

I have been criticized for:

A. Not following up on details

B. Over analyzing


Question 8

When working with a difficult co-worker, I:

A. try to understand their view and work with them

B. Tell them what I want them to do and expect them to do it


Question 9

I prefer dealing with:

Concepts

Facts


Question 10

I consider myself to be:

A. Long term oriented

B. Short term oriented


Totals

Give yourself +5 points for each “A” answer

Give yourself - 5 points for each “B” answer

Answers: 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

TOTAL _________


What does this all means?

“A” choices are right brained - creative

High creative are willing to explore and

accept change

“B” choices are left brained – analytical

High logical relies on facts and procedures

ZERO – That’s good?

Four Personality Types

Who are you? When are you difficult? Who is difficult for you? Which are your patients? Which one is your doctor? Which one is your co-worker?

Strategy #1

Listening

“Explain the details to me.”

“Please repeat your request.”

“Tell me everything.”

Strategy #2

Avoiding

“I’ll need to do a little research and call you back.”

“Let me meet with the lab manager and return your call.”

Strategy #3

Obliging

“What would you like to see happen here?”

“How you would like this to be resolved?”

Strategy #4

Integrating

“Let’s get everyone involved and discuss the options.”

Strategy #5

Compromising “There’s no perfect answer here. What can we do that is

tolerable to everyone?”

Strategy #6

Dominating

“Just do what I asked you to do.”

Tips for Dealing with Angry People

• Calm the situation down.

– Listen carefully

– Apologize

– Repeat back your understanding

• Show that you understand.

– Acknowledge their frustration


• Agree to take some action.

– Offer research

– Options

– Solutions


• Recognize that people will get angry.

– Even when it’s not your fault

• Make sure to process your own anger.

REMEMBER

• Treat every person as a unique individual.

• Ask questions.

• Admit it when you’re wrong.

• Set boundaries.

REMEMBER

• Keep it simple & straightforward.

• Express appreciation / give feedback.

• Listen carefully, even if you don’t choose the listening strategy.

Thank you

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