All tagged patient satisfaction
Imagine you’re in the middle of a conversation. It’s going well. The person in front of you is opening up and it feels like they are starting to trust you. You say “tell me more” or “say more”. Suddenly, it feels like the air has been sucked out of the room.
What happened?
It may not be not be personal. Your clients may not trust the system that you represent. (Because you do represent a system or institution, whether you like it or not.) It may be the "healthcare system", for example, that they distrust or any another large, powerful institution. Whatever it is, people act out in challenging ways because they don't feel safe in the "care" that their institution offers.
Do you ask “what happened to you?” instead of “what’s wrong with you?” Both questions, unfortunately, still have more in common than they do different.
What's the one thing you can do to get people to change? I'm talking about anyone, of any background, who actually wants to change. (Their desire to change is the starting point, of course.) But after that, what can you do?
