Rx for Success: Communication Skills for Staff, 2nd Edition
When faced with a highly emotional patient, your tendency most likely is to be logical, quoting policy and trying to reach a solution so you can get the patient out of the office. But when emotions are high, logic is low, says author Barbara Pickelman in Rx for Success: Communication Skills for Staff
. So your first task is to lower the emotional level of the patient so you can negotiate a reasonable solution.