How do you manage angry clients?
Joe (name changed to protect his identity) stormed into the office. His face was red, he was breathing hard, and he was waving his cane with one hand while his other hand gripped the checked-in counter in front of him. “The doctor is trying to kill me!” he screamed.
The waiting room was full of people. It was wintertime and flu season was in full swing as Joe began to tap the counter with his cane, demanding to be seen “Immediately!” Everyone around him scrambled to get away from him. I was working as a staff nurse at the time and was not familiar with Joe but decided that I should do something to calm the situation.
I walked over to Joe and calmly asked him if he would come with me to a more private area so that we could discuss his concerns. He followed me into an exam room, and I closed the door and asked him to sit down with me so we could talk.
When you are faced with a similar situation, how do you respond? Does your heart race? Do you get a rock in the pit of your stomach? Or, do you get angry, too? How should you handle this situation so that the outcome is positive for all involved?
1. Maintain Your Composure: When faced with someone’s anger, it’s crucial to keep your cool. Take a deep breath, compose yourself, and remember that anger is often not about you. It might be a result of frustration, fear, or pain on their part. Your calm demeanor can act as a stabilizing force in the storm. In the case of Joe, he was recently prescribed a Statin (a drug that works in the liver to prevent cholesterol from forming) to help control his high cholesterol.
2. Active Listening: Practice active listening. Let them express themselves without interruption. Sometimes people just want to be heard. Make eye contact, nod, and use verbal cues to show that you’re genuinely engaged in what they’re saying. This can de-escalate the situation by making the person feel acknowledged. Joe stated that he had started the Statin two days ago and had been having severe muscle pain, dizziness, and flushed skin.
3. Empathize, Don’t Sympathize: Empathy goes a long way. Acknowledge their emotions without necessarily agreeing with the issue. Phrases like “I can understand that this is frustrating for you” convey empathy without admitting fault. This helps in diffusing tension while showing that you’re on their side.
4. Stay Solution-Oriented: Shift the focus towards finding a solution. Ask questions like, “How can we resolve this issue together?” or “What can I do to make things right?” This not only demonstrates your commitment to problem-solving but also redirects the conversation away from blame. In the situation with Joe, I told him that he likely was having an adverse reaction to the medication and thanked him for coming right back into the office so that we could help him.
5. Set Boundaries: Maintain a professional demeanor and set clear boundaries. It’s okay to assertively communicate what behavior is acceptable. Calmly but firmly state that while you’re here to help, a respectful conversation is essential for finding a resolution. I asked Joe if he could please wait in the room for a few minutes while I spoke with the on-call provider and when he agreed, I asked him if he needed a water while he waited. Joe was visibly calmer at this point and said that he would just wait.
6. Involve the Right People: If the situation escalates beyond your control, know when to involve others. Call in a supervisor or a colleague who may be better equipped to handle the situation. Sometimes, a fresh perspective can bring new ideas to the table. With Joe, I did speak with the on-call provider who stopped the medication and ordered a blood test to ensure rhabdomyolysis was not occurring. I talked to Joe and he agreed to the blood test. I walked him back to the lab and sat with him while his blood was being drawn.
7. Reflect and Learn: After the storm has passed, take some time to reflect on the interaction. What worked well? What could have been done differently? Continuous improvement is key to honing your skills in dealing with emotionally charged situations.
It’s important to consider that all anger is rooted in fear. Taking the time to closely listen to Joe was important to diffuse the situation. Allowing Joe to be heard, and then making him feel cared for as a human being who is valued helped resolve the entire situation.
Remember, discernment in handling workplace conflicts, especially with angry individuals, is an art that gets better with practice. By incorporating these strategies, you’ll not only defuse tension but also contribute to a healthier and more positive work environment. Stay tuned for more workplace wisdom, and until next time, keep shining in your professional journey! ✨🌟
For more articles like this one, visit my website at calmjourney.org
Calm Journey 