Case Study 1: It is a typical

Case Study 1: It is a typical evening in the ED. Mr. T is in pain and has been waiting for an hour because you have been tending to a hospital emergency. He is quite angry when you finally get to the room. Before you can even introduce yourself, he responds with, “I have been waiting for help for hours. No one here seems to care. I am going to call my lawyer when I get out.” (Or insert your own words – I am sure if you work in the ED you have experienced this!). practice difficult and challenging conversations. from the above scenarios you can choose to role play. After reading through the scenarios, indicate which one you will practice, and discuss a possible response to each of the following communication steps: Use Skill Set One (Chapter 3 in Chou & Cooley) to Establish rapport Elicit the list of all concerns Negotiate a shared agenda Use ART (Ask, Respond, Tell) to check understanding, to express empathy or to deliver information: Ask the patient or support person their perspective on the situation. How would you respond to them with active listenin?. Tell them your perspective. Now pivot to teaching, to explaining what you want the patient or their support person to do differently. What type of open-ended questions might be appropriate for this situation? How would you elicit their ideas and expectations? What types of emotions might the event trigger in the patient or their support person? How would you respond to these using PEARLS? Imagine they are being cooperative. What type of teaching is needed SCIENCE

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