When you have to deliver the bad news
At one time or another, we all have to deliver bad news to a client.
Sometimes it is to report that a pet has died or sometimes it is discussing a
bill. Some practices have even had to deal with disputes involving custody of
the animal. Whatever the case, you should recognize that there is the chance of
an unexpected or violent response from the client.
Here are some tips, adapted from the National Crisis Prevention Institute, to
practice when you must deliver bad news to someone:
- BE PREPARED - Don't get caught off guard by not having up to date
information. The person may place the blame on you. You can accept
responsibility when it’s warranted, but don’t take things personally.
- BE OBJECTIVE - Give the person the news in a straightforward fashion. Don’t
be judgmental or beat around the bush - you can express empathy without
getting drawn into the problem.
- USE ASSISTANCE - Always have another staff member present whenever
possible. If the person becomes hostile, you have someone who can intervene
or summon help.
- PRESERVE THE OTHER PERSON’S DIGNITY - Many times a person becomes angry
because they are embarrassed. To preserve their dignity, always talk to them
in a private area but don’t seclude yourself.
- LISTEN WITH EMPATHY - Try to imagine how the situation would feel in
reverse. Sometimes listening is the best thing you can do. Try not to be
judgmental of their feelings; they are real even if not based on
rationality.
- OFFER SOMETHING - Although you may not be able to give the person what
they want, you can always offer something. Try to switch the focus away from
what you can't do toward what you can do.
One can never predict how any person will react to bad news, so you must also
prepare yourself should they get hostile. At a staff meeting, discuss likely
scenarios where this could happen. You may even try a little role-playing to get
some practice before you’re in that situation
Certainly these suggestions take some practice, but they are skills
definitely worth sharpening:
1. Clarify messages. Listen to what is really being said. Ask questions
like “What would you like us to do to solve this problem?” Sometimes,
their expectations will be very reasonable.
2. Respect personal space. Stand at least 12 and preferably more than 3
feet from the person. Encroaching on personal space tends to arouse and
escalate an individual.
3. Be aware of your body position. Standing eye-to-eye, toe-to-toe with the
person sends a challenging message. Standing back and at an angle off to the
side is less likely to escalate the individual.
4. Permit verbal venting when possible. Allow the person to release energy
by venting verbally.
5. Set and enforce reasonable limits. If the individual becomes
belligerent, or disruptive, let them know clearly and concisely that you will
not tolerate abusive behavior and will summon police if necessary. 6. Avoid
overreacting. Remain calm, rational, and professional. How you and the rest of
the staff responds to their behavior will directly affect the person’s next
move.
7. Use physical force as a defense only. Use the least restrictive method
of intervention possible while waiting for the police. Employing physical
techniques on an individual who is only acting out verbally can escalate the
situation.
8. Ignore challenges. When the client challenges your position, training,
policy, etc..., redirect the individual's attention to resolution of the issue
at hand. Answering questions in “defense” of a policy often makes the
situation worse.
9. Keep your nonverbal cues non-threatening. Be aware of your body
language, movement, and tone of voice. The more an individual loses control
the less he listens to your actual words. More attention is paid to your
nonverbal cues.
Of course, if you believe that you are in personal danger, don’t hesitate
to call the police. After a good faith attempt at resolution, if an abusive or
hostile person still does not calm down, you should firmly, but respectfully
tell them to leave the clinic with a promise that you will resolve the problem
when all parties have had a chance to calm down. If they still refuse, call the
police for help.
Remember, one of the first reactions to trauma or catastrophic news is denial
that it happened followed by anger. You don’t have to be a psychologist to
recognize that many confrontations can be resolved with a “cooling off”
period.
Back to Violence Prevention
Back to OSHA Questions
The information on these pages is excerpted from
The Veterinary Safety & Health Digest,
Copyright 2001 Philip J. Seibert, Jr., CVT All
Rights Reserved
No part of this publication may be reproduced for distribution without prior
permission from the publisher.
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