De-Escalate & Connect: Mastering Difficult Patient Conversations In-Person & By Phone

Course Description:

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

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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

About the Presenter:

Merikay Hunt, MS, is a nationally awarded speaker, executive coach and provides customized training and development programs to organizations and associations throughout the United States, having experience over 25 year. Merikay is the founder of Coach MKay Companies, LLC. She served as an adjunct hospital chaplain for three years and was Director of Patient and Family Experience for High Point Regional Health System. She was featured in the March 2024 issue of Women's Journal as one of the top 15 Trailblazers in the coaching Industry across the United States. Merikay’s educational background includes: B.A. from UNC-Chapel Hill, Master Degree of Science from NC A&T State University in human resource counseling. She is a former Director of Patient and Family Experience for a NC Hospital and a multi-course certified instructor for Dale Carnegie Training. She is the recipient of the National Spotlight on Speaking Award with the Speakers Consultant Network and has been a member of the National Society of Certified Healthcare Business Consultants (NSCHBC) for over 20 years.

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

Snippet From Our Previous Session:

FAQ:

1. On-Demand Recording:
   • Best for flexibility and learning at convenience.
   • Forever access with unlimited views and resources.
2. Flash Drive + Replay:
   • Physical flash drive with full webinar recording.
   • Ownership with bonus forever digital replay access.
3. E-book Format:
   • Comprehensive written guide with powerpoint slides and visual references.
   • E-Book will be sent after the Live Session is done.
   • Ideal for learners who prefer reading over watching videos.
4. Corporate/Team Access:
   • Ideal for teams (up to 10 members) looking for a shared experience.
   • On-demand access with team dashboard and group certificates.

Testimonials:

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Melissa Preston, Health Information Management Staff

"David Vaughn covered the material completely and I have a new understanding of when, where and why we need to use an ABN" 

Sandie Fowler, Out of Network Billing Staff

"Great presentation. Able to do during the day. Timing was great"

Tina Duffy, Compliance Officer