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Introduction
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Classroom Contents
The Upset Patient - Tips for the Difficult Encounter
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- 1 Introduction
- 2 Welcome
- 3 Overview
- 4 How important is communication
- 5 Medical interviews are different
- 6 High emotion
- 7 Why good communication matters
- 8 Effective communication reduces lawsuit
- 9 Get a better story
- 10 The introduction
- 11 Components of a good introduction
- 12 Social History
- 13 Who are you
- 14 Open Question vs Closed Question
- 15 How long does a patient have to tell you
- 16 Average number of complaints
- 17 Building the story
- 18 Nonverbal communication
- 19 Micro expressions
- 20 Active vs reflective listening
- 21 Reflective listening
- 22 Road to empathy
- 23 Empathy
- 24 Summary
- 25 Mass
- 26 Telehealth
- 27 Recap
- 28 Questions
