The theme: “Controlling Anger, Avoiding Outbursts, Communicating More Appropriately.”

Learning Objectives:

• Demonstrate effective and efficient interviewing techniques (effective questioning, agenda-setting, and patient education)
• Practice higher level health communication skills (giving bad news, empathic response and dealing with angry patients or colleagues)
• Outline the liability for institutions and health care organizations from angry interpersonal episodes
• List multiple strategies to minimize practitioner demonstration of anger and other disruptive behavior
• Rehearse and model techniques to avoid anger when challenged by difficult scenarios

Format: Lectures with discussions, personal case-based reflective essay, a pre- and post-course assessment, a CQI health communication project for participants practices, skill practice sessions, daily simulations with standardized patients and video review self-assessment.

19.25 AMA PRA Category 1 Credits™ – maximum