Verbal De-escalation. Rules for Negotiating with an Uncooperative Patient
Various behaviour strategies in conflict situations and necessary skills in resolving disputes by negotiating, not by dominating or yielding to.
5. Role-play scenes for students
5.1. Scene 1 ( doctor – teenage patient)
Doctor/ healthcare professional
Have a 10-minute conversation with a teenage patient. Use the techniques of active listening to get all the information you need. The teenager is under the influence of psychotropic drugs and is a very difficult patient.
Next retell what they said and ask follow-up questions using appropriate organising phrases.
Be assertive, use the negotiating techniques and tactics and various negotiation styles.
To do this exercise the student should:
1) read on active listening,
2) analyse the material read and refer to the issue presented in the workshop,
3) prepare a conversation script,
4) read on assertiveness techniques,
5) rehearse the role play with the use of negotiation styles,
6) memorize questions and phrases,
7) role-play the scenario in class ,
8) as a group - evaluate the correctness of the exercise.
Background notes
Teenagers are very difficult patients and you have to deal with such a patient in this scene. Insecure, full of complexes, lost and rebellious teenagers can be very unpleasant when under the influence of psychotropic drugs, legal highs, alcohol. They can also be shy or withdrawn. If you have problems communicating with a teenager in the presence of their parents, arrange for a one-to one meeting. There is a chance that then you will learn a lot more from him or her. Do not treat teenagers like children - it annoys them; do not try to convince them that their problem is not important, that it will pass.