Safety in Healthcare – The Irate Caller
Handling emotionally charged irate callers, particularly family members seeking resolution, can be challenging for any healthcare worker.
On the other hand, successfully calming down and assisting these callers can be rewarding.
This video based training program outlines a step-by-step approach to managing such situations, involving active listening, paraphrasing, remaining calm, empathising, devising a plan of action, and using positive language to enhance the caller's experience.
After watching the video, or completing the self-paced eLearning format, workers will learn:
- The importance of effectively managing emotionally charged callers in a professional context
- A step-by-step approach to handling irate callers, including active listening, paraphrasing, and remaining calm
- How to utilise positive language to enhance communication and improve the overall caller experience