Management of difficult situations with patients within a medical secretariat

This training day will allow participants to better detect aggressive situations and know how to respond appropriately to conflict situations as well as how to manage their emotions in these situations in order to work in a healthy atmosphere.

Step 1: Analysis of difficult situations

• Understand patient expectations and origin of patient aggression
• The different attitudes in a conflict situation
• Identify difficult situations
• Understand the different types of stress and their consequences
• Relational dysfunctions related to stress

Step 2: Regulate emotions and manage stress

• Understand and explore emotions
• The need at the source of his emotion
• Identify their needs and the needs of the patient
• 5 things not to do
• Regulate your emotion and adopt a positive inner attitude
• Regain a state of confidence and well-being after a difficult situation
• Generations

Step 3: Reframe the client while preserving the relationship

• Non-verbal language speaks to you
• Generate a positive effect by adapting your communication
• Words to avoid versus words to favor
• Improve your reception skills and practice active listening
• Being assertive on the phone
• Attitude to personal criticism
• Develop a caring attitude

The training alternates between theoretical contributions and personal reflection, exchanges with the group, practical exercises and role-playing based on concrete cases.

Certificate