The Emotion/Angry Patient

What is anger?

A feeling, a response to something

A secondary emotion

What is anger and acting out?

Anger is a secondary emotion that drives how people behave and express themselves

Cannot control others anger only how you respond to it

What is offense taking?

The other person is framed as the problem

Self is victimized, and has unpleasant emotional response

Self blames the other for own emotional response

What is Self Deception?

Having the problematic assumption that if they do not respect you, you do not have to respect them

But your role is to show customer with respect, kindness, caring and compassionate

What controls fight or flight?

Amygdala

Nonassertive?

Person does not feel they have the right to express their own feelings

Does not challenge inappropriate behavior of others

Low respect for self

Just wants to get through encounter

Aggressive?

Person disrespects others to meet own needs for a misplaced goal of demanding respect

Assertive?

Respect for everyone involved, self and others

Open communication

I statements?

Help deescalate conflict by expressing your feelings and observations without blaming others

Using I statements to:

• Identify your feelings

• Name specific observable behaviors (not

• judgments)

• Simple assertions

• Empathetic assertions

• Positive feeling assertions

What is the managing the angry patient process?

Remain in Control of Personal Emotions

Provide privacy

Listen → Let patient express self, feelings

Express empathy for patient

Explore issue (gently)

Provide explanations or suggestions

Provide positive messages

End on a positive note

What is a pharmacist supposed to do while dealing with a angry patient?

Be respectful and honest

Provide high quality care and respect to everyone

Not reciprocate negative emotions

What are the principles of giving feedback?

Descriptive

Specific

Right time, soon after

Modifiable