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MODULE 5: DEALING WITH ANGRY PATIENTS

On May 29, 2022 the Wall Street Journal published an article on this topic. By way of introduction, they stated

“You’ve probably noticed that it doesn’t take much to set people off these days.”

Do you agree?

Read the article below by clicking or tapping the image to access the PDF.

photo of someone reading a newspaper

ARTICLE RECAP

  • 1. KNOWING HOW TO DE-ESCALATE TENSE SITUATIONS IS A VALUABLE SKILL REQUIRING PRESENCE OF MIND, TACT AND AS MUCH COMPASSION AS YOU CAN MUSTER

  • 2. YOU WANT TO FIRST AND FOREMOST LISTEN TO THE PERSON’S GRIEVANCE

  • 3. TO THE EXTENT POSSIBLE, YOU WANT TO GIVE THE AGGRIEVED PERSON SOME SENSE OF CONTROL OVER THE SITUATION

MODULE 5 INSTRUCTOR PRESENTATION

SLIDE PRESENTATION

HOW TO DE-ESCALATE ANGER

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