De-Escalate Difficult Patient Conversations Without Losing Authority or Control

Difficult patient conversations are part of managing a medical practice, but your team should never feel they have to tolerate abusive behavior to provide excellent care.

Join Tania Chevalier, CMPE, for a practical session, presented on Zoom, on using tactical empathy, calm communication, and clear boundaries to de-escalate difficult situations while treating everyone with dignity. You'll learn how to protect your team without giving in, escalating conflict, or losing professionalism.

What You'll Learn

By the end of this session, participants will be able to:

1. Recognize the difference: Differentiate between emotional distress and abusive behavior in patient interactions.
2. Apply tactical empathy: Apply tactical empathy techniques to de-escalate challenging patient situations.
3. Reduce tension without giving in: Use emotion labeling and calibrated language to reduce tension without conceding boundaries.
4. Protect your team: Confidently set and enforce boundaries that protect staff while maintaining professionalism.

You'll also receive a practical guide with 12 phrases your team can use when navigating difficult patient conversations.

Who This Is For

• Practice managers and administrators who regularly handle patient concerns, complaints, and difficult interactions.
• Healthcare office leaders who want to better support their front desk and clinical teams.
• PAHCOM members who want practical ways to de-escalate conflict while protecting their staff and maintaining a positive patient experience.

Continuing Education

Eligible PAHCOM members may earn 1.0 CEU.

After the webinar, attendees will receive an email with a link to access their PAHCOM certificate.

Meet Your Presenter

Tania Chevalier, CMPE, Founder, TurnKeyMD

Tania Chevalier, CMPE, is the Founder of TurnKeyMD and a Certified Medical Practice Executive through the Medical Group Management Association (MGMA). She is the author of Medical Practice Makeover: 21 Ways to Calm the Chaos and the creator of Everyone's a VIP, a training program focused on delivering exceptional patient experiences.

Tania works hands-on with independent medical practices to improve patient experience, strengthen team performance, and increase profitability. She understands the everyday challenges practice managers and administrators face and is known for sharing practical, real-world guidance that practice leaders can put to work right away.

Frequently Asked Questions