Verbal De-escalation. Rules for Negotiating with an Uncooperative Patient

Negotiating in an intercultural environment is a challenge.

Perspective of perception - All our thoughts are interpretations of reality. Our perception of the world is through filters that we create all our lives. Each experience shapes our filters. Our experiences shape who we are and what kind of patient we will have to deal with on a daily basis, as well as with a whole range of challenges encountered while working as a doctor. We will deal better with differences if we adopt an attitude of respect and improve our communication and listening skills. 

Message: Accept that everyone is different and that culture has a specific influence on the differences between people. Cultural diversity. Culture is a heritage of values ​​and customs. They shape the behaviours we will encounter. It is most important for a doctor to understand these behaviours and know how to respond to them. Everyone is different and within a given culture people are different from each other. Secondly, in many cultures (read: individualistic) man does not like to be 'generalised' and if approached using generalisation, it may work against the relationship. Stereotypes are not particularly valuable as a source of knowledge.

It is better to learn about cultural differences from professional literature or from experienced professionals.

Message: Approach stereotypes with distance. Non-verbal communication in a situation where we communicate in a foreign language and with a representative of a different culture (especially for the first time), we will need a proven method of communication that we can rely on. Body language will provide valuable insights into the patient's behaviour that will help us understand them better intentions. 

Message: Learn to read body language to enrich your possibilities in doctor / difficult patient conversations and use mediation and negotiation techniques and tactics.