dealing with difficult patient

• Be curious; ask why they are angry as this may have a therapeutic effect.
• Don’t be defensive and engage in a power struggle.
• Listen carefully; this alone may defuse the patient’s anger.
• Use active-listening techniques — repetition, summary, validation, and empathetic statements. When physicians are uncomfortable interacting with a patient, a barrier to effective communication exists. “Being aware of the tension, identifying the barrier, and acknowledging with the patient that there is difficulty in the relationship are important steps in re-establishing understanding between a patient and clinician.”
In Anger Management Techniques, J. Alfonso describes visceral responses that may defuse a heated encounter with a patient.
• Maintain slow and steady breathing.
• Monitor the pace and tone of your voice. Speak slowly and calmly.
• Maintain open body language as a nonverbal sign of listening. Also, avoid standing with your hands on your hips, in your pockets, or arms crossed as this body language connotes a defensive reaction.
What if the source of the anger legitimately rests within your practice? A patient who experienced difficulty in scheduling an appointment, a long waiting time, or unresponsive staff members will very likely direct anger toward the physician. Use the techniques listed above. Get specifics and give the patient assurance that the matter will be acted on and resolved. Don’t avoid the angry or dissatisfied patient. Being an advocate for your patients will enhance your effectiveness. “As difficult as it may be, the more you talk with and listen to an angry patient, the more likely you are to avoid converting an incident into a claim.”
Another model for dealing effectively with critical and angry patients triggered by events in your practice suggests the following:
1. Make a disarming statement, e.g. “You are right. You did have to wait today.” This is nondefensive and validates some of what the patient is saying.
2. Make an empathic statement, e.g. “Your time is important and it is frustrating when you have to wait.” This reflects putting yourself in the patient’s position and understanding his or her needs.
3. Make an inquiry, e.g. “What can we do to resolve this problem today?” This demonstrates your shared relationship and interest in the patient and may move the exchange to a productive solution.

一 朵 雲

一 朵 雲 輕 輕 飄 過 ， 有 人 放 聲 歌 唱 ， 有 人 憂 傷 落 淚 。
....

our prime minister wife had passed away.

Life is uncertain.

but it has to go on.

Cheer up in this depressed moment.

Cup or Water - A Simple Life Philosophy

Something simple, yet so many of us forget this everyday: Cup or Water?

A group of working adults got together to visit their University lecturer. The Lecturer was happy to see them. Conversation soon turned into complaints about stress in work and life. The Lecturer just smiled and went to the kitchen to get an assortment of cups - some porcelain, some in plastic, some in glass, some plain looking and some looked rather expensive and exquisite. The Lecturer offered his former students the cups to get drinks for themselves. When all the students had a cup in hand with water, the Lecturer spoke: "If you noticed, all the nice looking, expensive cups were taken up, leaving behind the plain and cheap ones. While it is normal that you only want the best for yourselves, that is the source of your problems and stress. What all you wanted was water, not the cup, but we unconsciously went for the better cups." "Just like in life, if Life is Water, then the jobs, money and position in society are the cups. They are just tools to hold/maintain Life, but the quality of Life doesn't change." "If we only concentrate on the cup, we won't have time to enjoy the water in it."

6種培養愉快心情的方法：

擁有愉的心情能使我們的身心更加健康。
相對的來說,當你遇到不順心或挫折時，悲傷、憤怒、抑鬱、憂愁等損害健康的惡性心理情緒便會與之俱來,對身體的健康帶來一定的影響。

如何積極地化解這些情緒的困擾呢？心理學家向您推薦以下密決，不妨試一試!
一、多做跑步、轉圈、疾走、游泳等體育運動。這些運動是化解不良情緒的行之有效的措施之一。

二、睡好覺。睡眠有助於克服惡劣情緒，穩心定神。一覺醒來，心情就會好多了。

三、聽音樂。音樂可使大腦產生一種能鎮靜安神的物質內啡呔，但要注意選擇“對路”的音樂。

四、賞花草。花草的顏色和氣味，有調解人情緒的作用。

五 、觀山水。青山綠水，鶯歌燕舞，會將你置於美好的情境中，心情便會被“快活化”。

六 、洗淋浴。浴池中的淋浴，能產生一種安神的活性分子，不快時，不妨洗洗淋浴，會一身輕鬆。