Final answer:
To handle a difficult patient on the phone, stay calm and disciplined, choose words carefully, listen actively, ask open-ended questions, restate their concerns, and focus on problem-solving. If resolution is not possible, seeking assistance from a supervisor or HR is appropriate.
Step-by-step explanation:
When you have a difficult patient on the telephone line, the best approach is to be calm and disciplined, while remaining in control of the situation. It is important to:
- Choose your words carefully so as not to inflame the situation.
- Stay as calm as possible and listen to the other side of the story.
- Avoid suggesting that you're right and the other person is wrong, remain open and respectful.
- Try asking open-ended questions to learn more about the other person's position, rather than stating your case.
- Restate what you heard the person say, to let them know you were listening and to avoid misunderstandings. This can have an affirming effect.
- Focus on solving the problem, not blaming the other person.
- If you're not able to resolve the conflict, speaking with your supervisor or HR department may be advisable.