How do you handle difficult people in patient advocacy?

1 Identify the source of difficulty

The first step is to understand why someone is being difficult and what they want from you. Are they angry, frustrated, scared, confused, or misinformed? Are they trying to assert their authority, protect their interests, or avoid responsibility? Are they facing any personal or professional issues that affect their behavior? By identifying the source of difficulty, you can empathize with their perspective and tailor your communication accordingly.

2 Use active listening skills

The second step is to use active listening skills to show respect, interest, and understanding. Active listening involves paying attention to what the person is saying, reflecting back their feelings and concerns, asking open-ended questions, and summarizing the main points. By using active listening skills, you can build rapport, clarify expectations, and identify common goals.

3 Stay calm and professional

The third step is to stay calm and professional, even if the person is rude, aggressive, or unreasonable. Avoid taking their behavior personally or reacting defensively. Instead, use a calm and confident tone, maintain eye contact, and use positive body language. If the person is yelling, interrupting, or insulting you, politely ask them to lower their voice, listen to your response, or refrain from personal attacks. If the person is not cooperative, set boundaries and limits, and explain the consequences of their actions.

4 Focus on solutions

The fourth step is to focus on solutions, rather than problems or conflicts. Instead of arguing or blaming, try to find common ground and work together to resolve the issue. Offer options, suggestions, or alternatives that meet the person's needs and interests, as well as yours. Use facts, evidence, and logic to support your recommendations, and acknowledge any limitations or challenges. If possible, involve the person in the decision-making process and seek their feedback and agreement.

5 Follow up and document

The fifth step is to follow up and document the interaction and the outcome. Thank the person for their time and cooperation, and confirm the next steps and responsibilities. If necessary, send a written summary or confirmation of the agreement, and keep a record of the communication. If the issue is not resolved, or if the person continues to be difficult, escalate the matter to a higher authority or seek external support.