Challenging Pateint Flashcards
1
Q
A
Remain calm, listen to what they are saying, ask open-ended questions. Reassure them and acknowledge their grievances. Provide them with an opportunity to explain what has angered them.
2
Q
A
Create a suitable environment.
Make eye contact …
Listen carefully. …
Give an empathetic response. …
Identify the cause of the problem. …
Ask for help. …
Repair the relationship. …
Maintain professionalism. …
Use appropriate nonverbal communication.