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Managing anger in group role play script

Often there are other emotions behind the anger for example frustration, or more commonly fear.Īsk open questions to identify the focus of why they are angry: They may agree ‘absolutely’ or ‘of course I am!’ (you have then confirmed the emotion).

They may correct you: ‘No, I’m actually just frustrated’ (you can then adapt to deal with the other emotion).Sometimes hearing this back can enable the patient or relative to recognise their emotion and start to process it.An example might be: ‘You’re looking very upset by all of this’.Sitting back in the chair can help slightly (though taking care not to appear like you don’t care) to avoid appearing confrontational.Īt this stage, pointing out to the patient that they appear upset/angry can be helpful:.An example, if seated, might be uncrossing your arms and legs with both feet on the floor.Do not raise the volume of your voice if the patient is shoutingĪdopt a professional yet relaxed posture:.Try to keep a calm tone and remain composed (this can be difficult when you are being shouted at).VoiceĪdjust the tone, speed and volume of your voice:

Once we recognise our patient is angry, we can adjust our style of communication to try and defuse their anger or at least prevent them from becoming angrier.

It can be useful to notice the subtle signs that patients are angry so we can address the emotion before it escalates.Īdjusting your style of communication when a patient is angry They may go quiet or start to give one-word answers. quiet and seething), however, you may still notice a sudden change in their demeanour, or how they are communicating with you. Other patients may display anger subtly (e.g.

Aggressive posturing, not wanting to sit down.

You might note the following behaviours when a patient is angry: The patient may even state that they are angry. People will vary on how they behave when they are angry. Once the emotion is identified we can then start to respond accordingly with empathy, reassurance or an apology, depending on what the patient is feeling and what events have occurred. The skill of identifying emotions is very useful when communicating with patients and relatives. It is very important that we first identify that the person we are talking to is angry. You might also be interested in our OSCE Flashcard Collection which contains over 2000 flashcards that cover clinical examination, procedures, communication skills and data interpretation.