Whether an angry patient is standing in front of you or screaming at you over the phone, you can’t de-escalate the situation by reacting with spur-of-the-moment responses. You need to be prepared, and that takes skill.
The good news is that those skills can be learned, and once you master them, you can defuse even the most angry patient. By employing step-by-step, proven strategies, you’ll be able to identify, address and calm down furious patients, leading to happier staff members, a peaceful front desk area and more content patients.
Two leading experts — certified protection and security expert, Mike Cummings, CPP, and healthcare management consultant Merikay Hunt, MS, will share the insights that allow your entire practice to quickly de-escalate rage at your practice and calm every angry patient.
These two expert-led online trainings will be key to ensuring harmony at your practice this year so you can enjoy a safe, stress-free environment and ensure that your patients keep coming back.
SAVE 10% INSTANTLY!
Order your 2-Part series in the next 5 days, and you’ll save an additional 10% off the total cost. Discount is already reflected. No code is necessary. Or, if you prefer, you can order each session individually at the regular rate. ORDER TODAY!
PART 1: Proven Phone Skills to Defuse the Angriest Patient Fast
Attend the live session on Tuesday, May 14th at 1:00PM ET OR,
Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience.
Getting an angry patient to calm down when they are standing in front of you is hard enough, but doing it over the phone takes even more specialized skills.
One of the biggest mistakes you can make is to assume that your team has the necessary skills to deescalate difficult patient phone calls. When an angry patient calls your practice, your staff has just seconds to defuse the situation. If not, you could lose the patient forever.
Angry Patient Phone Solutions
When angry patient phone calls are NOT handled correctly, it’s a given that your patient retention will suffer. In addition to this, if your staff does not have the right skills to defuse angry patient phone calls, you’ll also see a high staff turnover, which is costly and chaotic for your practice.
Every single person who answers the phone at your practice must be trained on how to quickly disarm even the angriest patient. This is where healthcare management consultant Merikay Hunt, MS, can help. On Tuesday, May 14th at 1:00 pm ET, Merikay will walk you through her proven phone de-escalation program step-by-step. This program will help your entire team gain the necessary skills to deescalate even the angriest patient over the phone – every time.
Here are just a few of the expert strategies Merikay will share about how to defuse angry patients who call your practice:
- Listen for the warning signs that a patient is about to lose their temper
- Develop a script that gets your team to overcome any angry patient
- Avoid the key triggers that can escalate a patient’s anger
- Pinpoint when it’s time to talk vs. when you should simply listen
- Identify 5 essential phrases that can instantly reverse a patient’s anger
- Recognize when a call should escalate to a manager
- Differentiate “active listening” from “reflective listening” to master empathy
- Dig down to identify what angry patients really want to resolve issues faster
- Recognize the difference between anxiety and anger for better outcomes
- And much, much more…!
PART 2: De-escalate Angry Patients at Your Front Desk More Quickly
Available Immediately, Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience
Angry or hostile patients at your front desk can quickly spin out of control. How your staff responds can either de-escalate the situation or send the patient over the edge (potentially leading to violence) – all while other patients are watching.
Successfully communicating with angry, emotional, or irrational patients is not easy. It is a learned skill. The good news is that there are proven strategies you can use to de-escalate an angry or hostile patient that ensure your waiting room remains a quiet, safe place for you, your staff, and your patients.
Your front desk team can master the skills they need to calm even the angriest patient with help from certified protection and security expert, Mike Cummings, CPP. During his online training, Mike will provide your staff with a step-by-step plan to help them quickly identify, respond to, and defuse even the most intense patient situation.
Here are just some of the expert de-escalation techniques you’ll receive by attending this 60-minute session:
- Ask “common ground” questions to build rapport and step down tense situations
- Identify voice tone and volume indicators to stop anger before it really starts
- Use proxemics to reduce the likelihood of physical assault
- Allow key patient movements to direct your responses and control the situation
- Use the volume and tone of your voice to keep situations under control
- Drill down to determine the real wants and needs of your patient and make them feel heard
- De-escalate anger through empathetic listening skills and negotiation techniques
- Assess tense situations quickly and efficiently to keep everyone safe
- Proven responses to use when a patient uses profanity or gets personal
- And so much more…
Past Webinar Reviews:
“I think this information is useful to employees especially in Mental Healthcare. Discussion of topics i.e., Proxemics & importance of voice control is really helpful because these aren’t taught in a normal training settings.”
– Rabel Valencia, Conventions Psychiatry and Counseling
“The webinar was good, very informative and detailed.”
– Lourdes Ong
100% Satisfaction Guaranteed or a Full Refund.
You take no risk whatsoever. If you find this essential session doesn’t meet your expectations or you are not satisfied for any reason, simply let us know.
Merikay Hunt is the Founder and President of MKay Companies, LLC, a healthcare consulting firm. She has over 25 years of experience in healthcare management, customer service, communications, and professional coaching. Merikay has helped hundreds of US dental and medical practices by providing executive coaching, team development, and elevated patient and employee communications.
Merikay began her career at a dentistry practice as a Dental Assistant, Receptionist, and Office Manager. She was then the Director of Patient and Family Experience for High Point Regional Health System. During her work experiences, Merikay expanded and refined her communication and training skills and knew she could utilize her abilities to help practices across the United States. Initially, Merikay worked as a healthcare consultant with HCI – EBS, Inc. in Greensboro, NC, and then, in 2007, she launched her own healthcare consulting business, MKay Companies, LLC.
Additionally, Merikay is certified to provide Dale Carnegie Training in professional leadership and communication.
Michael Cummings, CPP holds a Master’s in Business and Organizational Security Management and has been a Certified Protection Professional (Board Certified in Security Management) since 1986. Michael developed and taught the first Workplace Violence Prevention course for Waukesha County Technical College under the Criminal Justice program.
He led the development and delivery of workshops on workplace violence prevention and domestic violence prevention (1 day each) co-located between the American Society for Industrial Security (ASIS) International Milwaukee and Milwaukee Society for Human Resource Managers (SHRM).
He also served on the International Association for Healthcare Safety and Security (IAHSS) Guidelines Council for nine years and wrote or contributed to over 50 published healthcare security guidelines, many focused on violence reduction.
