Anger Management Flashcards
why is it important that we can recognise when someone is angry
we can adjust our style of communication to defuse their anger an prevent them becoming angrier
How can we adjust our communication when a patient is angry
talk in a calm tone and remain composed. Adopt a professional and relaxed body language
How should you attempt to understand and acknowledge a patients anger
listen to their explanation and demonstrate active listening skills by maintaining eye contact and nodding
acknowledge their anger
apologies if there is a error but don’t allow enable them to wrongly blame
What to avoid when speaking to angry patients
suggesting a quick fix
getting angry
being defensive
How can you manage patient anger in the clinical environment
have excellent patient communication and information sources such as:
visible sinage for patients having up to date notice boards announcements about waiting times apologise for room breakdowns prioritise speed and effiecy of work introduce yourself by name and occupation
How can we manage our anger
be aware of our own triggers
be aware of factors which can trigger others
acknowledge signs of anger in others and act accordingly
How can we manage our anger
be aware of our own triggers
be aware of factors which can trigger others
acknowledge signs of anger in others and act accordingly
How can we manage anger between staff in an Xray department
improve staff comminication
maintain professionalism
teamwork
follow polices and protocols
