Final answer:
A medical assistant can help calm an angry caller by speaking in a lower tone, being calm, and carefully choosing words. They should listen actively, avoid placing blame, and focus on solving the problem. If needed, escalate the matter to a supervisor.
Step-by-step explanation:
The medical assistant can help an angry caller to calm down primarily by speaking in a lower tone of voice. This approach is calming and can prevent the situation from escalating. To further assist in defusing the situation, the assistant should:
- Choose their words carefully to avoid inflaming the situation.
- Stay as calm as possible, actively listen, and show understanding of the caller's concerns.
- Avoid suggesting who is right or wrong to maintain a respectful and open dialogue.
- Ask open-ended questions to understand the caller's position better.
- Restate what the caller has said to affirm that they are being heard and to minimize misunderstandings.
- Focus on solving the problem rather than assigning blame.
If the conflict cannot be resolved, it may be appropriate to speak with a supervisor or HR department. However, getting angry in return, passing the situation off immediately, or calling the physician into the situation are not advisable first steps.