Navigating Angry Conversations
Description
Handling angry patients and relatives is one of healthcare practitioners’ greatest challenges. As pressures on the NHS grow, staff are experiencing increasing levels of verbal abuse from the frustrated public. The emotional and physical cost of such encounters is high – not only for the doctor involved but also for other patients, colleagues and family.
This immersive training is designed to build effective communication skills that will help with emotionally charged patient interactions and personal relationships.
Created in collaboration with The Royal Society of Medicine
Learning objectives
- Understanding how different responses can diffuse or exacerbate anger
- Identifying anger signals
- Remaining calm in hostile situations
- Responding with empathy to move the situation forward
- Applying these techniques to different situations
