Dealing With Difficult Situations处理困难的情况.pptVIP

* * * * * * * * Lynn Lawrence, CPOT, ABOC 13 July 2009 Leadership Rules A lack of leadership is toxic to every situation Protects patients and staff Rule #1 Most difficult situations can be avoided, so they should be avoided Proper training Rule #2 Things are not as bad as bad as they seem Beware of drama kings/ queens, patients and staff Rule #3 Don’t wish the problem away or ignore it. It is still there! Lead/resolve! Rule #4 Perspective really matters Get all the info before you decide Different types of People Know-it-alls Passive people Dictators Yes People No People Grippers Gossipers Problem causers Problem solvers Situational Responses Look at each situation as an opportunity to learn and develop the staff Finish on a positive not How to deal…rule #1 isolate! Identify opportunity in every situation Never act surprised at situations Don’t make yourself a target for difficult people Bring out the best in people…search them out Watch out for hot buttons Never say no, give options Bring out the best in people Provide an alternative Stay in charge, sometimes indirectly Demonstrate staff unity Avoid excuse makers and blamers What are “Hot Buttons” This is for the audience to participate… What are your pet peeves? What is one word that sets you off? Crafting Solutions Greet and Identify Yourself Attain and Maintain Comfortable Eye Contact Listen …Listen…Listen…and then…. Rate and Assign (0-10) a level of difficulty you are being presented with “Close the Distance” Identify your Position Let the patient know what you can/cannot do Go the extra mile…make them want to come back Crafting Solutions cont… Determine “Essential” Responsibilities Identify Prudent “Working” Solution(s) Develop a plan directed towards implementing your Solution(s) Crafting Solutions cont… Execute Your Plan Document Assess the outcome from your patient’s point of view Assess the outcome for you and your office Share your experience(s) with all office members