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

2. Dealing with the Grouches, Grumps, Crabs and…2

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

4. Organization Productivity is Dependent upon
HARMONY 4

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

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

7. Communication and Listening
Analyzing for the true meaning of behavior 7

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

9. Resolving Personality Conflicts Involves…
SPEAKING
LISTENING 9

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

11. The Goal of “Active” Listening
EMPATHY 11

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

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

14. Interest-Based Negotiations versus Positional Based Negotiations …And Canned Speech14

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

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

17. 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

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

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

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

21. Keep Your Cup of Tea Empty!21

22. Thank You!!!