TEXAS HEARING AID ASSOCIATION

representing the licensed hearing aid dispensers of Texas
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Annual Convention

Continuing Education Presentation

Dealing With Complaints & Difficult Patients
C. W. Miller

President — Custom Training Concepts
Hot Springs, AR

Friday Afternoon — June 24 — 2 CE Hours


This discussion will begin with an overview of the complaint process.  We will look into how complaints operate as a dynamic loop and how that process impacts the emotions of those involved. Often, the complaint process results in conflict and that conflict can rapidly escalate. It is important to understand what really causes negative reactions to escalate and how to avoid it. Most importantly, the nature of this interaction will always impact the relationship with the patient.
 
The key to positive outcomes in the complaint process is picking a response that avoids escalation, demonstrates concern for the patient, instills patient trust with the dispenser and strengthens the long term patient-dispenser relationship.

To meet these objectives, we identify what is behind the complaint – what the patient really wants.  We will also demonstrate how conflict escalates through the human nature of pushing back. Finally, we will uncover a simple five step method that expresses concern, defuses the situation, and moves us into negotiating mutually agreeable resolutions. Many are surprised by the simplicity of this method and how little we need to give up.

Of course, at times, it seems we must deal with really difficult people. To be successful in this interaction we must understand why they do what they do. As we learn about these motives, we can uncover pathways to solutions that directly impact the patients’ needs.

The biggest problem in dealing with difficult people is that they seem so adept at pushing our buttons. We must remember that those are our buttons and are controlled by our judgment. By better understanding the nature of the judgment and its link to our emotions, we can overcome the tendency to be emotionally hijacked.

Learning Objectives
The primary objective of this presentation is to help all professionals engaged in hearing aid dispensing services be better prepared to deal with complaints and difficult patients in ways that lead to positive outcomes and improved patient relations. As a result, participants will be able to:

  1. Explain the three ways the complaint process can impact the patient relationship.

  2. Recognize the number one critical mistake in handling complaints.

  3. Use a five step process to turn complaints into opportunities.

  4. Understand why difficult people do what they do.

  5. Identify why difficult people are able to push their buttons.

Speaker Information
C.W. Miller, the founder and president of Custom Training Concepts, has been creating high performance teams in a variety of industries for over twenty-five years. He is known nationwide for his inspirational keynotes, thought provoking seminars and highly interactive workshops. He has authored over 100 articles and training programs dealing with human interaction, emotional intelligence, leadership and management.  His focus on the human interaction skills of leaders has created positive impacts in health care, manufacturing, state agencies, education and the military, as well as in professional associations, non-profit, civic, and church organizations.