Drs Sarah Coope, George Wright, Samanta White, and Andrew Tressider join us in this episode to discuss how you can adjust your perspective about complaints and how to deal with them. We also tackle unfair or malicious complaints and how you can cope with them.
[07:07] How to Respond When Someone Wishes to Make a Complaint
[12:59] Should You Display Your Complaints Policy?
[15:50] How to Handle Complaints When They’re Unfair
[19:51] Learning to Not be Defensive
[26:59] Calming Down During Intense Situations
[29:49] How to Handle Malicious Complaints
[35:36] The Five Agreements from Toltec Wisdom
[37:40] How to Depersonalise Problems
[44:49] Emotional Occupational Hazards in Healthcare
[50:18] How to Handle Complaints during the Pandemic
[59:47] Supervising Trainees Dealing with Their First Complaints
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