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Dealing with Difficult People in the
Healthcare Industry
How to effectively communicate
with patients, colleagues, and healthcare personnel
The healthcare environment will always be
extremely challenging, but you can change the way you approach it.
Learn the skills that will allow you and your co-workers to go back
to work with a fresh outlook and make it possible for you to
experience a return to the sense of fulfillment, satisfaction, and
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.
In one day, you and your staff will learn to
...
- Be sensitive to the reasons
difficult people act the way they do
- Gain the trust of patients — even those who initially don't want to put
their faith in you
-
Set limits without creating barriers for patients, managers, and staff
members
- Bring out the best in even the most
trying personalities
- Maintain your composure and control — even when someone gets
"in your face"
- Cool down heated situations and put patients and families at
ease
- Win people over with your newly acquired non-verbal
skills
Who
will benefit most?
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Nurses and nurse aids |
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Physicians |
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Office managers and staff |
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Clinical technicians |
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Hospice workers |
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Nursing home employees |
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Anyone who works in healthcare! |
Key
learning points:
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Why no
one — not even the most trying person — can make you
feel hurt. Learn how you can
choose positive, productive emotional responses |
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The unique challenges of negotiating in
a medical environment |
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Techniques
that provide insight into your difficult person's motivators |
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How to
recognize when you
are being a difficult person |
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The
secret to
maintaining emotional composure in the
presence of an irate person |
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How to
make others feel
valued, important, and
comfortable — even when they are ill |
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What you
can do — without saying
a
word — to demonstrate your interest to a speaker |
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The kind
of feedback that brings
the best — and fastest — results |
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Specific
techniques to help you stay calm under attack |
Program Overview
Understand what
makes difficult people tick
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Why complainers complain — and how
to move them quickly into problem-solving mode |
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How to
read and interpret other people's body language — what are
they really
saying? |
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The
"wrong side of the bed" syndrome —
why some people
start out badly
and just get worse as the day goes on |
Bring out the best in
all kinds
of people
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How to interpret odd behavior in a healthcare setting |
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How (and why) you can fix only
situations — not people |
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3 ways
to increase
your personal diplomacy skills so you positively affect negative
situations and people |
Improve your listening
and non-verbal skills
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How to
listen for what is not being said, but implied, by
a problem person |
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"Charging Rhinos" — how to keep these loudmouths from dominating conversations |
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Simple
reminders that
help you stay attentive
to the person talking |
Project poise and
confidence, regardless of how you feel
inside
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Your most
powerful and effective response to sarcasm |
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How
to use positive language
to steer conversations
with difficult people in a more productive direction |
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Ways
to say "no" and stand
your ground without alienating colleagues or patients |
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How to increase your personal strength through flexibility |
Communicate more effectively, credibly,
and assertively
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The
first and best thing you can
do when
patients or colleagues blow their tops |
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How to respond
to put-downs —
keep your self-esteem intact without making the situation worse |
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5 easy
steps
that cut through anxiety and
tension — and get your point across |
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How to
re-establish trust when
the staff has "blown it" with a patient |
 Back
to the "Corporate Seminars" Index
Contact
us and bring this Seminar to your organization
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