Never crossing that line builds lifetime patients

How many times have you walked into a treatment room only to get blindsided by an angry patient?  They could have been having a bad day for many reasons, but you’re in front of them now so they take it out on you.  There treatment isn’t right, their supplements aren’t right and their billing isn’t right. 

So how do you handle this?

It’s very easy to lash back and take the authority position and “put them in their place.”  But what good comes out of that for either side?  You lose a patient; they lose a doctor, so every one loses.

So how can you handle this situation without everybody losing?  I’ve learned some valuable techniques over the years that I want to share.  The first technique is to never take the anger force head on.  The second is to consider the source of the anger.  And the final technique is to look for common ground you both can agree on and to look at the rest of the problem from that common ground.

Never taking the force of the anger head on is derived from studying the martial arts.  There is never a need to take a full hit.  Side step that energy.  Change the subject to something less volatile.  Diffuse the confrontation with your tone and body posture.  Then move them into a discussion about something you can both agree on.

The second technique I use is to consider the source of the attack.  If this person is prone to this type of behavior, or has had several conflicts in all areas of their life, consider the source.  The other piece to consider is how deep your personal relationship is with that person in the first place.  If they are just an acquaintance then take that into consideration.  If they are a family member, that is a whole different story. 

Finally, always look for the common ground you both can stand on.  This always helps to diffuse the situation and allows both of you to begin to put the emotion aside to analyze and address the current problems, without ramping up the emotional scale.

So always stay on the patient’s side by finding common ground.  Always consider the source of the situation and never take the brunt of the anger head on and your practice and your life will continue to grow into what you dream of.