Final answer:
Effective communication strategies, such as asking open-ended questions and carefully choosing words, are integral to de-escalating situations and fostering a productive conversation with an upset Health Net member.
Step-by-step explanation:
When a Health Net member calls in upset, employing certain communication strategies can help de-escalate the situation. The focus should be on opening a line of communication, which is a key aspect of resolving conflicts. It is essential to choose your words carefully and pose open-ended questions, which can lead to a more productive conversation. Such an approach is reflective of what ''circle the wagons de-escalation techniques'' might entail.
As part of these techniques, one should:
- Stay calm and listen carefully to the member's concerns.
- Ask open-ended questions to understand their perspective better, such as "Can you explain to me what motivated your response?"
- Restate what the member says to ensure understanding and to validate their feelings.
- Focus on problem-solving rather than assigning blame.
Avoiding an accusatory tone like in the Denial of Injury scenario, as well as recognizing the importance of mutual understanding and respect can facilitate a dialogue-based approach to come to a resolution. This is part of ensuring that the way we communicate fosters bridge-building conversation instead of creating further conflict.