3 Phrases That Instantly De-escalate Tense Patient Conversations
QUICK ANSWER Tense patient conversations rarely escalate because of the clinical information being exchanged. They escalate because the patient feels unheard, not valued, uncertain, or out of control. De-escalation in healthcare starts with acknowledging emotion, creating alignment, and providing clear direction — in that order. Three phrases do this reliably: “I can see that this […]