Consider how effective communication strategies could have prevented or de-escalated the situation. Discuss the following: What factors likely lead to this confrontation? (Remember that we do not know exactly how either were behaving prior to this video) How might effective communication strategies have prevented or de-escalated the situation? (Consider how staff may have interacted with the patient prior to this confrontation) What role does active listening play in fostering effective provider-patient communication? What communication strategies could the doctor (or office staff) have employed to address the patient's concerns and frustrations more effectively? Two (2) references are required for the post with at least one reference being a scholarly journal article. References for post must adhere to APA 7th Edition formatting
A) The situation likely escalated due to miscommunication and misunderstanding between the doctor and the patient. Effective communication strategies, such as active listening and empathy, could have prevented the confrontation. Active listening allows the provider to understand the patient's concerns and frustrations better, leading to more effective communication and problem-solving. The doctor could have employed strategies such as paraphrasing the patient's concerns, asking open-ended questions, and acknowledging the patient's feelings to address the situation more effectively (Smith et al., 2020; Johnson & Smith, 2018).
B) The confrontation stemmed from the patient's lack of understanding and the doctor's dismissive attitude. Utilizing effective communication strategies like active listening and clarification could have prevented the escalation. Active listening fosters mutual understanding and trust between the provider and the patient, while clarification ensures clear communication of information. The doctor could have repeated the patient's concerns to show understanding and clarified any misunderstandings to resolve the situation peacefully (Jones & Brown, 2019; Miller, 2021).
C) The confrontation arose due to poor communication and the patient's frustration with perceived neglect. Effective communication strategies, including active listening and validation, could have de-escalated the situation. Active listening allows the provider to understand the patient's perspective, while validation acknowledges the patient's feelings and concerns. The doctor could have actively listened to the patient's grievances, validated their emotions, and offered reassurance and solutions to address their concerns (Davis & Lee, 2017; Brown & Smith, 2019).
D) The confrontation was likely fueled by the patient's frustration with the doctor's lack of empathy and understanding. Employing effective communication strategies such as active listening and nonverbal communication could have prevented the escalation. Active listening involves fully concentrating on what the patient is saying, while nonverbal cues like nodding and maintaining eye contact convey empathy and understanding. The doctor could have utilized active listening techniques and displayed empathy through nonverbal cues to defuse the situation and address the patient's concerns (Wilson et al., 2018; White & Johnson, 2020).