Dealing with Grouches, Grumps, Crabs and… (Effective Patient Communication) By John Guiliana, DPM

Dealing with the Grouches, Grumps, Crabs and… 2

Dealing with the Grouches, Grumps, Crabs and… The high maintenance, whiners, cheap skates, egomaniacs AND ALL THE OTHER PAIN-IN-THE-ASSES! 3

Organization Productivity is Dependent upon HARMONY 4

Conflict WHEN INDIVIDUALS OR GROUPS HAVE INCOMPATABLE OR SEEMINGLY INCOMPATABLE VALUES, IDEAS OR INTERESTS 5

Barriers to Accurate Communication Conflicting Assumptions Inadequate Information Semantics Emotional Blocks Non-Verbal Barriers 6

Communication and Listening Analyzing for the true meaning of behavior 7

The Primary Emotions LOSS OF CONTROL FEAR/ANXIETY SELF-ESTEEM ISSUES CONFUSION FRUSTRATION GRIEF/LIFE STRESSORS 8

Resolving Personality Conflicts Involves… SPEAKING LISTENING 9

FEELING LISTENING (EMPATHETIC) Types of Listening FACT LISTENING FEELING LISTENING (EMPATHETIC) 10

The Goal of “Active” Listening EMPATHY 11

Gaining Empathy Ask open- ended questions Determine true emotion Paraphrase 12

The “Look” of Active Listening BODY LANGUAGE: THE “I HEAR YOU” NOISES: 13

Interest-Based Negotiations versus Positional Based Negotiations …And Canned Speech 14

Interest-Based Negotiations Meets Everyone’s Interests and Let’s Them Know… What’s in it for them? 15

Guidelines to Follow SHOW RESPECT PRACTICE ACCEPTANCE SHOW CONCERN PRACTICE OBJECTIVITY ENHANCE YOUR AWARENESS 16

Learn to “Re-Frame” Rather than what you CAN’T do TELL THEM WHAT YOU CAN DO! AVOID WORDS THAT WEAKEN YOUR CREDIBILITY – SUCH AS “NO” AND “BUT” 17

“Firing” a Patient There’s a RIGHT way There’s a WRONG way 18

Do You Need to Fire This Patient? SEND CERTIFIED LETTER PROVIDE GRACE PERIOD REFER? CHART AND NOTIFY STAFF 19

Address YOUR Anger and Frustrations First CHANGE YOUR RESPONSE AND HABITS REGARDING PEOPLE E+R=O 20

Keep Your Cup of Tea Empty! 21

Thank You!!!