Dealing With Strong Emotions

Question 1

Overall structure

Answer 1

Acknowledge the emotion- I can imagine you are feeling very X (dont say I understand)

Gather information and see why they feel this way

Repeat back what they tell you and show empathy. Be understanding of the situation

Ask if there is anything else that has made them angry or upset

Question 2

Tips

Answer 2

Don’t say I understand
Counter anger with soft slow speech
Don’t interrupt an outburst
Demonstrate active listening
Upset patient, use long pauses and silences
Say sorry to have heard something happened, but do not apologise for the actual offence
Don’t take offence personally or become defensive