5. Module 3: Negotiations: Verbal De-escalation. Rules for Negotiating with an Uncooperative Patient

5.5. Role-plays

Instructions, background reading and recommendations for preparation for these practical exercises with role-pays are to be found in the coursebook “Negotiation and prevention of violence in healthcare sector”, chapter 4.

 

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 re-tell what they said and ask follow-up questions using appropriate organising phrases.

Be assertive, use negotiating techniques and tactics as well as various negotiation styles. 

 

Scene 2 (doctor - parent)

Doctor/ healthcare professional

Have a 10-minute conversation with a parent of a sick child. Use the techniques of active listening to get all the information you need. The parents are agitated, aggressive. Their negative disposition to you is a result of a long wait for this visit.

Next retell what they said and ask follow-up questions using appropriate organising phrases.

Be assertive, use negotiating techniques and tactics as well as various negotiation styles.

 

Scene 3 (doctor – difficult patient in hospital)

Doctor/ healthcare professional

Have a 10-minute conversation with a difficult patient in hospital. Use the techniques of active listening to get all the information you need.

Next retell what they said and then ask follow-up questions using appropriate organising phrases.

The patient is in the postoperative room after gastric cancer surgery. He is aggressive and loud, insults the nurses, and has a negative attitude towards the doctor and all staff.

Two other patients are hospitalized in the postoperative room who are calm and unable to sleep due to the behaviour of this patient.

The patient is an impulsive, difficult person. Such a person becomes emotional easily, wants to get information quickly, is not interested in detail, does not seem to be listening, and ignores the interlocutor.

Be assertive, use negotiating techniques and tactics as well as various negotiation styles.