What Should I Say?
Posted on 9/14/2012 by Alan Rousso
Categories: Communication Skills Personal Growth Coaching Distinctions

Ever notice what pushes our buttons? For many of us, it's the situation or circumstance that forces us to say something fast! We feel like we're on the defense.

It doesn't matter if it's someone who isn't doing well (yet), and is asking you questions that you just feel compelled to answer. "Why aren't I feeling better yet?", "When is this pain going to go away?”, "Why has the pain moved from my ankle to my calf?" "How many more visits to have to come?"... You get the picture!

If we have rapport with a patient, we find the communication is easier, flows more smoothly and an answer may very well quiet the barrage of another question.

There are also those circumstances, where we just can't find a place to hide! The questions are relentless and we can't seem to escape. What do you do?

The answer to this question is to start with the following premise, "The person who asks the questions is in control of the conversation." Most people want to give an answer with the objective of satisfying a need that has yet been satisfied. Remember, you cannot solve an emotional problem with logic! No amount of additional information is going to quiet the majority of patients in this type of situation.

Get great at asking questions.

Patient: "Why aren't I feeling better yet?"
DC: "How long have you been this way?"
Patient: “OH, I've been this way for months (Years).
DC: "How long do you think it would take for us to slow down, stop and reverse the processes that created this problem?"
Patient: " I hope it's not going to take months or years??!!"
DC: "No, It's only going to take (make your initial recommendations). You'll be a hero!

The patient has had the question answered, is satisfied, and you are back in control!

There are only a few real objections.  Get prepared, write down the questions that bother you! Create a question for everything. Your energy will shift from concern to influence key every time you feel prepared! Fear is nothing more than a feeling of being unprepared! Do your homework!

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