The Upset Patient - Tips for the Difficult Encounter

This course teaches clinicians how to communicate effectively with upset or difficult patients. It covers medical interview introductions, open versus closed questions, social history, active and reflective listening, empathy, nonverbal communication, and telehealth.

Syllabus

Introduction
Welcome
Overview
How important is communication
Medical interviews are different
High emotion
Why good communication matters
Effective communication reduces lawsuit
Get a better story
The introduction
Components of a good introduction
Social History
Who are you
Open Question vs Closed Question
How long does a patient have to tell you
Average number of complaints
Building the story
Nonverbal communication
Micro expressions
Active vs reflective listening
Reflective listening
Road to empathy
Empathy
Summary
Mass
Telehealth
Recap
Questions