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Pet Training Bennington VT

It happens; clients get angry from time to time. Every position in the practice has had to deal with an angry client at some point. Clients get mad for a variety of reasons, but we can keep in mind some basic concepts no matter the reason. First, the angry client wants to be heard.

Steven Anthony Sola
(802) 447-0432
1167 South Stream Rd
Bennington, VT
Services
Clinical Neuropsychological Assessment, Psychological Assessment, Forensic Evaluation (e.g., mental competency evaluation), Couples Psychotherapy, Disability Determination or Worker Compensation Evaluation
Ages Served
Infants (0-2 yrs.)
Children (3-12 yrs.)
Adolescents (13-17 yrs.)
Adults (18-64 yrs.)
Education Info
Doctoral Program: University of Delaware
Credentialed Since: 1978-03-22

Data Provided by:
Roberta Karibo Bennett
(802) 442-3520
160 Benmont Ave
Bennington, VT
Specialty
Psychiatry, Child Psychiatry

Data Provided by:
Catherine M Hickey
(802) 442-5491
100 Ledgehill Rd
Bennington, VT
Specialty
Psychiatry

Data Provided by:
Lydia B Carollo Pa-C Lmt
(413) 664-5721
197 Adams Rd
Williamstown, MA
Industry
Mental Health Professional

Data Provided by:
William Estabrook
(413) 664-5000
71 Hospital Ave
North Adams, MA
Specialty
Psychiatry

Data Provided by:
Karin F Mack
(802) 442-5491
100 Ledgehill Rd
Bennington, VT
Specialty
Psychiatry

Data Provided by:
Lisa Karen Catapano-Friedman
(802) 442-3757
357 Shields Dr.
Bennington, VT
Specialty
Psychiatry

Data Provided by:
Elaine S. Hantman
(413) 458-4213
10 Meadow St
Williamstown, MA
Services
Adjustment Disorder (e.g., bereavement, acad, job, mar, or fam prob), Anxiety Disorder (e.g., generalized anxiety, phobia, panic or obsessive-compulsive disorder), Individual Psychotherapy, Family Psychotherapy, Couples Psychotherapy
Ages Served
Adolescents (13-17 yrs.)
Adults (18-64 yrs.)
Children (3-12 yrs.)
Older adults (65 yrs. or older)
Languages Spoken
French,Hebrew
Education Info
Doctoral Program: University of South Carolina
Credentialed Since: 1984-04-03

Data Provided by:
Washington County Mental Health Clinic
(518) 677-3441
15 W Main St
Cambridge, NY
Industry
Mental Health Professional

Data Provided by:
Jean Pollock
(802) 257-1047
Bennington, VT
Practice Areas
Addictions and Dependency, Clinical Mental Health, Eating Disorders, Couples & Family, Sexual Abuse Recovery
Certifications
Certified Clinical Mental Health Counselor, National Certified Counselor

Data Provided by:

Dealing With Client Anger

It happens; clients get angry from time to time. Every position in the practice has had to deal with an angry client at some point. Clients get mad for a variety of reasons, but we can keep in mind some basic concepts no matter the reason.

First, the angry client wants to be heard. Clients who are angry want the time and space to speak their mind. They need someone to give them that opportunity, or their anger will only increase. However, you do not necessarily want them to be heard by everyone in the lobby, so the first plan of action is to isolate the incident. This is typically done by escorting the client into an empty examination room or another place such as a comfort room or office. If there is no empty private space, then at least take the client to the quietest corner in an empty hallway or to the most remote end of the front counter, where you can give the client undivided attention and minimize the range.

Then let them tell their side of the story. Come prepared both mentally and physically. Your attitude needs to be one of calm control and understanding. Do not approach the client all smiles and bubbly small talk or the client may think you aren’t prepared to take them seriously. Begin by introducing yourself and explaining your job in the practice. Maintain an upright and confident body language and give appropriate eye contact. Bring along paper and pen to take notes. This allows you to make note of the facts, and just as important, it gives you the opportunity to break your eye contact and disengage every so often from their assertive or angry body language. There is a concept called “emotional contagion” and you can unknowingly absorb the negative energy. Instead, you want them to lean more toward the stance you are taking and absorb your positive energy. This is only accomplished by maintaining confidence and a respectful attitude.

Once they’ve had the opportunity to vent, finish your notes while confirming you did hear the facts correctly. Paraphrase what they said, beginning with the phrase, “What I heard you say is … Is this correct?” This demonstrates that you were actively listening and you heard what they had to say. The notes also provide data for following up on the complaint. Your job at this point is to make sure you clearly understand the facts, and most importantly, ensure that the client feels heard.

When they are finished explaining their side of the story, it is NOT time for you to state yours because they simply don’t care at this point about your side. It’s best to tell them how and when the complaint will be addressed. Are you the practice manager and intend to investigate some of their comments and call back tomorrow? Are you a veterinarian who needs to talk with staff members to get more information, which may take a few days because of the different work shifts? Or are you in a position such as technician or receptionist where you’ll need to pass along the complaint to another person who will call ...

Copyright 2009 BowTie Inc.

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