How to Avoid Communication Blockers When Dealing With Difficult Patients

¶ … challenging to be around people whose beliefs are diametrically opposed to my own. For example, I believe that what we provide in the health care industry is for the good of the patient, but sometimes people come to us with a very reluctant feeling because they are suspicious and mistrustful of doctors. This is not hard to deal with if they are just fearful because I can calm them and convince them that we are very professional and good at what we do.

But sometimes a person with very anti-establishment values comes in and is convinced that everyone is out to get him. It is difficult for me to accept this person because I am very trusting and giving and I put all my energy into trying to help and being good at what I do. My values are rooted in a kind of servant leadership ethical system, and I try to serve others and meet their needs.

So when someone who doesn't want this comes in, there is obviously a conflict of interest -- because they need help but because of their own personal values (they value themselves and mistrust others) they do not want to let you help. The patient, on the other hand, may view the nurse or doctor as someone who doesn't know what they are doing, who rose through the ranks without really earning it.

This is understandable, so what needs to happen is, after silently listening to the patient, calmly explaining to them that you understand and wholly share their concern. Some explanation of your experience and demonstration of professionalism is then necessary to ease the situation. But first it is important to understand where the patient is coming from. 2. Two communication enhancers would be, first, to use silence so that I can listen to what the patient is saying, and, second, focusing.

Focusing would allow me to direct the patient's attention to a specific issue and we could talk about that (I could then use interpretation to share with him what my view is -- but the need to focus would come first).

Two communication blockers would be to offer false reassurances (the patient does not want these, knows what they are, and fully expects them -- so to offer them would only go to "prove" him right and justify his obstinacy) and to try to "change the subject." Obviously the patient has a point that he wants to make and it is important to hear him out so that he feels that he has been listened to.

If I were to try to change the subject, he would feel invalidated and not want to participate in the treatment process. Thus, I would be blocking my own path by attempting to circumvent his assessment of how things are in his own mind. Thus, neither one of these blockers -- which might seem like a good idea to the untrained eye -- are really effective because they are both superficial -- which is what this patient hates most. 3.

What I could do to best prepare for the situation with a patient who obstinately believes that everything we do is pointless and.