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Pet Training Minot ND

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.

Krista M Brittain
(515) 230-6304
401 Main St. South #202
Minot, ND
Education Info
Doctoral Program: University of Denver
Credentialed Since: 2010-09-27

Data Provided by:
The Burckhard Clinic
(701) 852-5876
401 Main St S
Minot, ND
Industry
Mental Health Professional

Data Provided by:
Jeffrey Lammers
(701) 723-5527
10 Missle Ave
Minot Afb, ND
Specialty
Psychiatry

Data Provided by:
Todor Tode Dragicevic
(701) 857-5998
1900 8th Ave Se
Minot, ND
Specialty
Psychiatry

Data Provided by:
Richard B. Townsend
(701) 837-6508
Dakota Family Services
Minot, ND
Services
Adjustment Disorder (e.g., bereavement, acad, job, mar, or fam prob), Psychological Assessment, Biofeedback, PostTraumatic Stress Disorder or Acute Trauma Reaction, Substance-Related Disorder (e.g., abuse or dependency involving drug/alcohol)
Ages Served
Adults (18-64 yrs.)
Adolescents (13-17 yrs.)
Older adults (65 yrs. or older)
Education Info
Doctoral Program: University of Tennessee
Credentialed Since: 1999-01-19

Data Provided by:
Lloyd M Bell
(701) 852-8798
1600 2nd Ave Sw
Minot, ND
Specialty
Psychiatry

Data Provided by:
Clinten D. VanLith
(701) 857-5998
Trinty Medical Group
Minot, ND
Services
Individual Psychotherapy, Family Psychotherapy, Psychological Assessment, Group Psychotherapy
Ages Served
Children (3-12 yrs.)
Adolescents (13-17 yrs.)
Education Info
Doctoral Program: Biola University
Credentialed Since: 1997-12-22

Data Provided by:
David Kurt Gibson
(701) 857-5998
1900 8th Ave Se
Minot, ND
Specialty
Psychiatry

Data Provided by:
James E. Brandt
(701) 838-6818
6611 25th Ave, NW
Minot, ND
Services
Individual Psychotherapy, Psychological Assessment, Psychoeducational Evaluation
Ages Served
Adults (18-64 yrs.)
Adolescents (13-17 yrs.)
Children (3-12 yrs.)
Older adults (65 yrs. or older)
Education Info
Doctoral Program: University of Iowa
Credentialed Since: 1975-02-18

Data Provided by:
Timothy T. Eaton
(701) 839-0474
1705 4th Ave NW
Minot, ND
Services
Individual Psychotherapy, Psychological Assessment, PostTraumatic Stress Disorder or Acute Trauma Reaction, Anxiety Disorder (e.g., generalized anxiety, phobia, panic or obsessive-compulsive disorder), Mood Disorder (e.g., depression, manic-depressive disorder)
Ages Served
Adults (18-64 yrs.)
Adolescents (13-17 yrs.)
Children (3-12 yrs.)
Older adults (65 yrs. or older)
Education Info
Doctoral Program: Michigan State University
Credentialed Since: 1990-02-27

Data Provided by:
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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 ...

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