Difficult Communication with Patients & Staff | OSCE Talk

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Difficult communication stations can feel unpredictable, but having a simple framework can help you stay calm and structured.

In this episode, we work through the LEAPS approach:

• Listen – let them explain what has happened from their point of view
• Empathise – acknowledge how the situation has affected them
• Apologise – where appropriate, without automatically accepting blame
• Paraphrase – check that you have understood their main concerns
• Summarise – bring everything together and agree a realistic next step

We also cover:

• Avoiding defensiveness and arguments
• How to de-escalate a difficult interaction
• Managing conflict with patients, relatives or colleagues
• What to say when you are unsure exactly what has happened
• Why you shouldn’t make promises you cannot keep
• When threatening behaviour means you should step away and seek help

The key principle: you don’t have to agree with everything someone says, but they should feel that you have listened, understood their concerns and taken them seriously.

📚 More revision resources at OSCETalk.com

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