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

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Customer Service

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

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Communication

First impressions are crucial.

VERBAL

Tone of voice

Volume

Terminology

NON VERBAL

Facial Expression

Body Stance & Posture

Appearance

Personal Space

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Customer Service

C A R E

C - Comprehension

A - Awareness

R - Respect

E - Engagement

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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

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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?

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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.

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Three Basic Needs

The need to be valued.

The need to be in control of our life.

The need to like ourselves.

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QUIZ

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Question 1

When I solve problems, I usually rely on:

A. My feelings

B. My thoughts

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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

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My co-workers would say that I:

A. Like to shake things up

B. Play it safe

Questions 3

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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

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Questions 5

When I create a document:

A. I use a lot of color and graphics

B. I use statistics and data

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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

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Question 7

I have been criticized for:

A. Not following up on details

B. Over analyzing

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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

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Question 9

I prefer dealing with:

Concepts

Facts

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Question 10

I consider myself to be:

A. Long term oriented

B. Short term oriented

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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 _________

Original Thinking Unique Solutions

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

Tips for Dealing with Angry People

• Agree to take some action.

– Offer research

– Options

– Solutions

Tips for Dealing with Angry People

• 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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