任务四医院护士与患者家属的沟通情境四患者突发意外状况时的沟通48课件.pptx

任务四医院护士与患者家属的沟通情境四患者突发意外状况时的沟通主讲人：刘洋讲师单位：长沙民政职业技术学院Task4CommunicationbetweenhospitalnursesandpatientsfamiliesSituation4:CommunicationincaseofunexpectedsituationSpeaker:LiuYang(lecturer)Unit:ChangshaCivilAffairsVocationalandTechnicalCollege

情绪管理emotionmanagement情境要点一Situationkeypoint1:

纠纷处理的注意事项Communicationscenariosforunexpectedsituations1.管理好自己的情绪Manageyouremotions

纠纷处理的注意事项Communicationscenariosforunexpectedsituations2.尽快使对方消气Calmdowntheotherpartyassoonaspossible

纠纷处理的注意事项Communicationscenariosforunexpectedsituations3.表达理解和同情Expressunderstandingandsympathy

纠纷处理的注意事项Communicationscenariosforunexpectedsituations4.鼓励对方把内心的感受和想法都说出来Encouragetheotherpartytoexpresstheirfeelingsandthoughts

纠纷处理的注意事项Communicationscenariosforunexpectedsituations5.注意说话技巧，避免责怪对方Payattentiontospeakingskillsandavoidblamingtheotherparty

纠纷处理的注意事项Communicationscenariosforunexpectedsituations6.采用探究式的问话Useinquiryquestions

纠纷处理的注意事项Communicationscenariosforunexpectedsituations7.谨慎解释医学相关知识Carefullyexplainmedicalknowledge