Questions to uncover the true source of anger

The following represent some typical questions or responses that could be used during the interview. Rapport building

• 'It concerns me that you feel so strongly about this.'


• 'I get the feeling that you are upset with ...'

Facilitation, clarification

• 'I find it puzzling that you are angry with me.'

• 'I would like you to enlarge on this point—it seems important.' Searching

• 'Do you have any special concerns about your health?'

• 'Do you relate to anyone who has a problem like yours?'

• 'If there's any one thing in your life that you would like to change, what would it be?'

Some important guidelines are summarised in Table 6.1 . Table 6.1 Guidelines for handling the angry patient



Touch the patient Meet anger with anger Reject the patient

Be calm

Be comfortable

Show interest and concern Be a 'wimp'

Be conciliatory Be genuine

Allay any guilt

Be sincere Give time

Talk too much

Evade the situation

Be overfamiliar

Be judgmental Be patronising

Arrange follow-up

Act as a catalyst and guide

Back Pain Relief

Back Pain Relief

This informational eBook will present you with the most recent research and findings available so that you can learn more about Back Pain relief, covering as many bases as possible from A to Z.

Get My Free Ebook

Post a comment