How do you maintain professionalism when dealing with angry physicians?

In my experience in healthcare over the past 20 years dealing with angry physicians would be related to: - Limited life experience contributed by their constant involvement in studying and dealing with books and articles rather than people since graduation and it grows overtime. - Medical school doesn’t equip them with how to manage the service rather than how to deliver it! Plus there is less focus on management courses, communication skills, and other soft skills needed for interaction with people. This would not exclude that we have encountered some physicians who understand such gap and they train themselves in how to manage and communicate with customers (patients / colleagues)

In my experience, physicians are typically subjected to unbelievable amounts of stress. As an Administrator, I have found it useful to first identify the source of the anger and then work to resolve. I prefer to do this 1:1, if possible and this would apply whether it was a physician or any other medical professional.

A complex ailment can be frustrating for a seasoned physician, as it can defy easy diagnosis. I once encountered a colleague who was struggling with this. His frustration stemmed from the inscrutable nature of the case, not from a personal attack on my competence. When I recognized this, I shifted from a confrontational stance to one of mutual collaboration. I posed questions that invited him to share his insights and perceptions. This act of genuine inquiry diffused the anger and forged a connection built on mutual respect and shared understanding.

Empathy, empathy, empathy! They are usually angry for a reason. They are in a stressful situation. We almost always have the solution to the issue. Hear them out, stay calm, and think outside the box!

I think anytime anyone (not just physicians) are angry is to seek understanding first by asking clarifying questions. Don’t take things personal. Realize they are humans too. Compassion goes a long way. Not that their anger is to be excused, but by doing the above hopefully it won’t fuel the fire but diffuse it.

Effective communication is like a bridge that connects hearts and minds. It can help us to understand each other better, even when we disagree. When we communicate clearly, concisely, and respectfully, we can build trust and cooperation. This is essential for collaboration and mutual growth.

In medical school and in Residency, they need to learn what their bad behavior does to the rest of the team. Learn early, understand and accept that there is a anger problem and it needs to be dealt with. Resolve before it goes to Human Resources/EEOC. Very common today. Physicians need a once or twice a year refresher course on Behavior. Bad Behavior requires discipline which usually causes more resentment. I am not there to Babysit, I am there for the patient. We need to remember why we chose the fields we did.

When communicating with an angry physician, it is important to approach the situation with empathy and professionalism. Start by actively listening to their concerns and avoiding interrupting or becoming defensive. Maintain a calm and composed demeanor, using a respectful tone and body language. Acknowledge their emotions and validate their perspective, demonstrating that you understand their frustrations. Offer solutions or suggestions to address their concerns and find common ground. Avoid blame and focus on finding a resolution. Lastly, follow up with the physician after the conversation to ensure their satisfaction and maintain a positive working relationship.

I feel it’s important to convey your willingness to help resolve whatever is the issue. Creating a collaborative of mutual respect, understanding and teamwork.

Cultural disparities can also play a role in communication, particularly when dealing with angry or dissatisfied individuals. It is crucial to actively listen and seek common ground, while also clarifying and comprehending the underlying issues behind their emotions. Being fully present and acknowledging their feelings, as well as understanding their cultural background, is essential in effectively addressing the situation.

I once had a contentious disagreement with a fellow psychiatrist regarding a patient's treatment plan. Remembering that "the best revenge is not to be like your enemy", I engaged my colleague with a composed demeanor and acknowledged their concerns. Through this exchange, we found a solution that safeguarded both patient well-being and our professional rapport. This experience reinforced the idea that professionalism is not about stifling emotions, but rather channeling them constructively.

Resolving a conflict with an angry physician requires a calm and tactful approach. Firstly, actively listen to their concerns without interrupting, demonstrating empathy and understanding. Acknowledge their frustrations and validate their feelings, emphasizing the importance of open communication. Remain composed and avoid becoming defensive or confrontational. Find common ground and focus on shared goals, emphasizing patient care and well-being. Offer possible solutions and invite their input to foster collaboration. If needed, involve a neutral mediator to facilitate the conversation. Maintain professionalism throughout, ensuring respectful and constructive dialogue.

Merely resolving conflict with an angry individual may not always lead to a satisfactory outcome. Instead, adopting a healthier approach involves offering guidance and direction, enabling the individual to explore various options for improving the situation. By presenting them with choices, they can make more informed decisions and work towards a resolution that addresses the conflict effectively.

To resolve the conflict and diffuse the anger, you have to address the stimulus for the anger. Focus on what the anger is communicating (a mistake you made, an inappropriate action you did, etc), not the anger itself or on the angry person. Avoid becoming defensive and this is not the time to express how you feel about their anger. Address the reason for the anger first, then later you can communicate that you would appreciate if they communicate with you in a different, more effective and less aggravating way, as you are open to their feedback and want them to be understood and pleased.

I once had a heated exchange with a colleague over a patient's treatment plan. Tempers flared, but in the aftermath, I reflected on the situation. I realized that I hadn't fully considered my colleague's perspective. This realization helped me grow personally and professionally, and it made me more empathetic. As Socrates said, "An unexamined thought is not worth thinking." The same goes for an unexamined encounter. When we're faced with anger, we need to be mindful of our own reactions. We can also seek counsel from peers, mentors, and supervisors to help us grow.

Dealing with an angry physician can teach us valuable lessons in effective communication and conflict resolution. It highlights the importance of maintaining a calm demeanor, active listening, and empathetic understanding. By staying composed and respectful, we can navigate through tense situations and foster a more productive dialogue. It also underscores the significance of addressing underlying concerns and finding common ground to resolve conflicts. Learning from such experiences can equip us with the skills to handle difficult personalities, diffuse tensions, and build stronger professional relationships in the healthcare field.

Every negative emotion that we encounter with others is an opportunity to advance our learning about the other person. Negative interactions communicate that there is a knowledge gap between us and the other person. Just going into a heated conversation with this awareness changes the way you approach that angry person in a way that leads to quicker conflict resolution, but more importantly, deeper understanding of yourself (e.g. your values, what their emotion made you feel and why) and the other person (e.g. their values, triggers or preferences).

I once had a heated disagreement with a colleague about a patient's treatment plan. Emotions were running high, but I consciously chose to pause and take a few deep breaths before responding. This helped me to regain my composure and have a more productive discussion. This experience taught me the importance of controlling our emotional responses, both for our own sake and for the sake of others. In medicine, it is essential to be able to manage our own emotions in order to provide effective care to our patients. As the proverb says, "He who conquers others is strong; he who conquers himself is mighty." By mastering our own emotions, we can become beacons of tranquility in the face of turmoil.

Managing one's emotions is crucial when dealing with an angry physician. Firstly, it's important to stay calm and composed, avoiding any defensive or confrontational responses. Actively listen to their grievances, showing empathy and understanding. Maintain respectful body language and tone of voice. Avoid taking their anger personally and focus on the issue at hand. Find common ground and attempt to collaborate on a solution. If necessary, involve a mediator or supervisor to facilitate communication. Remember, managing emotions effectively promotes a constructive dialogue and helps maintain a professional relationship.

When I'm in a conversation with someone that is at risk of escalating, I pray quietly and briefly while they're talking. For example, "Lord, this person is driving me nuts, and I am about to lose it, but please help me to stay calm and to know how to resolve this situation." This does two things: one, it literally calms me down. Secondly, it disengages me from the reactive amygdala-based response and connects me with the reasoning-based response from the prefrontal cortex, so I behave more rationally and calmly, which is important to diffuse anger. Anger is after all, as someone has said, a brief moment of insanity.

Physicians are human as well and most of them are burned out. Please be patient and improve your communication skills. Healthcare in my opinion today is having a tough time

DONT lose your cool. I never did because after I realized that the doctor was angry about a situation or person, my job was to effectively resolve it and didn’t take it personally. If you do take it personally you would not be effective in future dealings with the doctor.

My initial response is of course silence as trying to exchange communication would most likely escalate the anger. Next, I reflect on what may have caused the incident. And last, but not least after respectful pause and time permits I request if we can discuss the matter further.

Maintaining professionalism when dealing with angry physicians involves: 1. Staying calm: Keep emotions in check and maintain a composed demeanor. 2. Active listening: Pay attention to their concerns without interrupting. 3. Empathy: Understand their frustrations and demonstrate empathy. 4. Offering solutions: Present viable options to address their issues. For example, when faced with an angry physician upset about scheduling conflicts, I listened attentively, acknowledged their frustration, and proposed a revised schedule that accommodated their needs while ensuring fair distribution of resources.

I'm no stranger to dealing with angry physicians. They're no different than any other angry person. Give them an opportunity to let you know why they are angry. Often, they aren't looking for you to give them a solution, but to help them obtain the solution they feel is necessary. Listen and acknowledge it. Once they feel they've been heard they'll typically be amenable to other solutions if their number one idea isn't feasible.

Maintain professionalism. Remember, everyone can have a bad day. 1. Stay Calm: Maintain your composure and do not let the physician's anger affect your emotional state. 2. Listen: Let the physician vent their frustrations without interrupting. Often, people just want to be heard. 3. Empathize: Show empathy by acknowledging their feelings. 4. Apologize if Necessary: If a mistake has been made, apologize sincerely and take responsibility. 5. Find a Solution: Work together to find a solution to the problem. 6. Follow-up: Follow up with the physician to ensure that they are satisfied with the outcome. 7. Seek Support: If the physician continues to act inappropriately it may be necessary to seek support from a supervisor or human resources.

Physicians are very patient people; their training and their job requires it. So, if you encounter an angry doctor, it ought to give you pause and compassion as to what has pushed them to that state. So, work on getting the issue de-escalated with the physician. Also important to acknowledge that anger has been described as a brief moment of insanity. In the end, the angry physician will come and apologize to you for their anger, once they are back into their usual state of impressive executive-function execution abilities.

If you want to make those around you feel heard and understood, the most important thing you can do is listen! We often get so wrapped up in wanting our own voices to be heard that we forget to truly listen. Yet, if we pay close attention, really take in what the other person is saying and actively engage with their thoughts, it can make all the difference. Not only will they appreciate feeling like their words have been valued, but conversations become more meaningful when two people are authentically listening to one another.