Dealing with Difficult People When Strangling Isn't an Option

							114-O & 129-O
Dealing with Difficult People: When Strangling Isn't an Option
Denise R. Ramponi, RN, MSN, CRNP, CEN, DNP-S; dramponi@comcast.net

Upon completion of this course, the participant will be able to:
1)    List reasons difficult people should be addressed;
2)    Discuss options to deal with difficult people; and
3)    Describe methods to manage complaints.

I. Reasons Difficult People Need Addressed
   A. The situation won’t improve
   B. Opportunity to improve work life
   C. Situation often worsens
   D. Address situation while objective and in control

II. Difficult People
    A. Are everywhere
    B. Event (no control) + Response (Control) = Outcome
    C. Understanding is the key

III. Amygdala
     A. Structure in the brain
     B. Responsible for intense and immediate emotions

IV. Immunoglobulin A (IgA)
    A. Immune system antibodies to fight cold and flu
    B. Anger or frustration lowers body’s IgA

VI. Non-Verbal Communication
    A. 85–90% of total conversation
    B. Cultural diversity
    C. Proxemics
    D. Issue of touch
    E. Eye contact
    F. Verbal and non-verbal congruence

VII.    Principles to Approach Difficult People
   A.   Change yourself and your world changes
   B.   Reward or discourage behavior
   C.   Stronger of two emotions will dominate
   D.   Closer we get to blame; further we move away from solutions
   E.   Don’t take it personally
   F.   Difficult person is reflection of their inner self

VIII.   Bad Options
   A.   Ignore behavior
   B.   Anonymous note
   C.   Confront bully publicly




                 ENA Leadership Conference 2009                       www.ena.org
114-O & 129-O
IX. Difficult People
    A. Perception is reality
    B. Insecure and lack confidence
    C. See themselves as victims

X. Why Examine Yourself
   A. You can’t change behavior of others
   B. Only thing you have power to change is yourself
   C. Concentrate on what you have the power to change

XI.      BOP Method
      A. B: Be compliant
      B. O: Operate from the opposite
      C. P: Practice carefrontation

XII.      I Phrases
   A.     I see
   B.     I feel
   C.     I want

XIII.     Change
   A.     Awareness + knowledge + action = change
   B.     Notice how you’re thinking changes
   C.     Make deliberate decision not to immediately react

XIV.      Complaints
   A.     Inevitable
   B.     Patient expectations not met
   C.     Number one complaint—waiting
   D.     Patients who complain are more loyal

XV.       Handling Patient Complaints
  A.      Resolve at earliest moment
  B.      Service recovery
  C.      Patients fear retaliation

XVI. Obstacles to Handling Effective Complaints
  A. Staff doesn’t know how to respond effectively
  B. Tendency to delay in hope problem will resolve
  self

XVII.     Encourage Complaints
  A.      Be approachable and receptive
  B.      Every complaint is an opportunity
  C.      Make it easy to do
  D.      Business cards, hot lines




                  ENA Leadership Conference 2009              www.ena.org
114-O & 129-O
XVIII.   Steps to Respond to Complaints
  A.     Watch for non-verbal clues of dissatisfaction
  B.     Focus on problem, not personality
  C.     Recognize patient might be right
  D.     Listen to entire story
  E.     Demonstrate empathy
  F.     Make commitment to action

XIX.     Complaint Checklist
   A.    Calm voice
   B.    Listen without interruption
   C.    Promise what you can deliver
   D.    Clear about next step
   E.    Was patient satisfied?
   F.    Complaint success




                 ENA Leadership Conference 2009          www.ena.org