How can you build rapport and trust with patients to prevent escalation?

Conflict management is a vital skill for health professionals, especially in situations where patients may be agitated, distressed, or uncooperative. How can you build rapport and trust with patients to prevent escalation and foster positive outcomes? Here are some tips to help you communicate effectively and empathetically with your patients.

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1 Listen actively

One of the most important ways to build rapport and trust with patients is to listen actively to their concerns, feelings, and needs. Active listening means paying attention to what the patient is saying, as well as their tone, body language, and emotions. It also means asking open-ended questions, reflecting back what you hear, and summarizing key points. By listening actively, you show the patient that you care, respect, and understand them, and that you are willing to work with them to find a solution.

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Mary Wheeler

A highly skilled, high emotional understanding team player who loves a challenge and tackling new tasks.
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Patients come to their providers for a variety of reasons. Often times the toughest conversations are when they are not doing well. They are scared and unsure what to do or things haven't worked. Listening to what is going on, showing empathy to them, and letting them know you are there to help is what they need to feel like they are in caring hands that are doing their best to help them get better.

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2 Validate and acknowledge

Another way to build rapport and trust with patients is to validate and acknowledge their feelings and experiences. Validation means recognizing and accepting the patient's emotions, even if you do not agree with their actions or views. Acknowledgement means expressing empathy and compassion for the patient's situation, without judging or blaming them. By validating and acknowledging, you help the patient feel heard, supported, and valued, and you reduce the likelihood of defensiveness or resistance.

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Mary Wheeler

A highly skilled, high emotional understanding team player who loves a challenge and tackling new tasks.
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Even if it's just letting them know that what they described to you sounds super stressful/frustrating and thanking them for letting them know can be a world of difference for the patient. Oftentimes after that the patient is able to open to conversation and help and are appreciative that you listened to them.

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3 Use positive language

A third way to build rapport and trust with patients is to use positive language that conveys respect, cooperation, and optimism. Positive language means avoiding words or phrases that may trigger negative reactions, such as "no", "but", "should", or "you have to". Instead, use words or phrases that emphasize choice, possibility, and collaboration, such as "yes", "and", "could", or "let's". By using positive language, you create a more constructive and hopeful tone, and you invite the patient to participate in the decision-making process.

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Mary Wheeler

A highly skilled, high emotional understanding team player who loves a challenge and tackling new tasks.
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As with a upset customer or patient, the same rules apply. Words like should, no, you must, always, never lead the brain into a negative framework and often can be like a parent scolding/punishing a child. Instead letting them know let's try this, it would be helpful, if you could, and try this are all ways to help rephrase so the brains are more likely to be receptive and open to possibilities and things needed.

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4 Be transparent and honest

A fourth way to build rapport and trust with patients is to be transparent and honest about your role, expectations, and limitations. Transparency means explaining clearly and respectfully what you can and cannot do for the patient, what the benefits and risks are, and what the next steps are. Honesty means telling the truth, admitting mistakes, and apologizing when necessary. By being transparent and honest, you demonstrate professionalism, integrity, and accountability, and you build the patient's confidence and trust in you.

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5 Follow up and follow through

A fifth way to build rapport and trust with patients is to follow up and follow through on your promises and commitments. Follow up means checking in with the patient after an interaction, providing feedback, answering questions, or offering support. Follow through means doing what you said you would do, delivering on your promises, or updating the patient on the progress or outcomes. By following up and following through, you show the patient that you are reliable, consistent, and attentive, and that you value their satisfaction and well-being.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you build rapport and trust with patients to prevent escalation?

1

2

3

4

5

6

1 Listen actively

2 Validate and acknowledge

3 Use positive language

4 Be transparent and honest

5 Follow up and follow through

6 Here’s what else to consider

Conflict Management

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How can you build rapport and trust with patients to prevent escalation?

1

2

3

4

5

6

1 Listen actively

2 Validate and acknowledge

3 Use positive language

4 Be transparent and honest

5 Follow up and follow through

6 Here’s what else to consider

Conflict Management

Rate this article

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