Your Patient Got Defensive. Here’s What’s Going On.

Have you ever been talking with a patient who suddenly got defensive or disengaged, and you had no idea what happened or what to do about it? People interact on multiple levels and very few of us get any training on how to listen on multiple levels. So that’s what I talk about in this episode of Leading with Health.

Here are the articles I mention in the show:

Highlights include:

2:10- JM: “Sometimes we’re having what are really communication problems but we see it as something else.”

8:15 – JM: “People talk on one level, but we feel on another.”

15:12- JM: “When we’re dealing with other people, very often something deeper is going on in them than we realize and maybe even than they realize. And I think we have to start listening on that level.”

17:25 – JM: “Communication is such a huge part of healthcare because we are talking about things that are deeply meaningful and often frightening.”

18:40 – JM: “When we learn to listen on two levels, the change from defensiveness to openness can be so instant it’s incredible.”

20:40 – JM: “Trauma-informed care approaches help us take stuff that is applicable in extreme situations and then we can apply it to these subtler things. Because I do think these situations show up in all of us to some degree.”

21:33 – JM: “Healthcare marketing is about fostering connections and communicating. It’s about helping connect with people on that emotional level by addressing core fears or insecurities and then offering real care.”

22:38 – JM: “Sometimes it helps to just speak to that reptile brain part first. And say, ‘I know this is scary, but we will get through this.’ Or “I know this is scary but I can help you.’ That can be a very real way to address both levels at once.”

Leading with Health is the podcast where women dive into societal change through the lens of healthcare. Host Jennifer Michelle has a Master’s in Public Health and Epidemiology and is a certified EMT. As President of Michelle Marketing Strategies, Jennifer specializes in healthcare marketing. Jennifer is available to speak at conferences and also provides free marketing consultations. Contact her here.

Photo by 冬城 on Unsplash