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Pet Training Lahaina HI

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.

Kelly Christine Doty
(808) 280-4192
181 Lahainaluna Rd.
Lahaina, HI
Services
Mood Disorder (e.g., depression, manic-depressive disorder), Anxiety Disorder (e.g., generalized anxiety, phobia, panic or obsessive-compulsive disorder), PostTraumatic Stress Disorder or Acute Trauma Reaction, Behavioral Health Intervention involving Primary Care, Individual Psychotherapy
Ages Served
Adolescents (13-17 yrs.)
Adults (18-64 yrs.)
Education Info
Doctoral Program: Loyola College in Maryland
Credentialed Since: 2010-07-16

Data Provided by:
Riggs Bailey Roberts
(808) 242-9233
1883 Mill Street
Wailuku Maui, HI
Specialty
Psychiatry

Data Provided by:
C.P. Kelly Bass
(808) 242-7011
1129 L Main St, #305
Wailuku, HI
Services
Family Psychotherapy, Eating Disorder (e.g., compulsive eating, anorexia, bulimia), Individual Psychotherapy, PostTraumatic Stress Disorder or Acute Trauma Reaction, Forensic Evaluation (e.g., mental competency evaluation)
Languages Spoken
Sign Language
Education Info
Doctoral Program: United States International University
Credentialed Since: 1991-12-30

Data Provided by:
Michael D Mathews
(808) 243-6000
80 Mahalani St
Wailuku, HI
Specialty
Psychiatry

Data Provided by:
John H Draeger
(808) 243-6000
80 Mahalani St
Wailuku, HI
Specialty
Child Psychiatry

Data Provided by:
Bettina Wong Haerer
(808) 249-2121
1787 Wili Pa Loop Ste 7
Wailuku, HI
Specialty
Psychiatry, Child Psychiatry

Data Provided by:
Brian Dean Jaeger
(808) 984-2150
121 Mahalani St
Wailuku, HI
Specialty
Psychiatry

Data Provided by:
Jon Betwee
(808) 244-1003
270 Waiehu Beach Rd
Wailuku, HI
Specialty
Psychiatry

Data Provided by:
Alfred M Arensdorf
(808) 244-6601
33 Keoneloa Street
Wailuku, HI
Specialty
Psychiatry, Child Psychiatry

Data Provided by:
Kathleen Fanshaw Iannitello
(808) 984-2150
121 Mahalani St
Wailuku, HI
Specialty
Psychiatry

Data Provided by:
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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