PPT-Dealing with Difficult Auditees

Qualifier This does not mean that every audit will have difficult auditees Difficult auditees just make audits more challenging Audience Poll Has anyone ever dealt with a difficult auditee. Fact or widely held perception number two the problem is growing in terms of the numbers of difficult complainants and the seriousness of their difficult interactions The facts of life The facts of life brPage 3br Fact number three most people woul Airway management is really easy….. Except when it isn’t. DEFFINATION. Difficult Intubation is:. Failure to intubate with conventional laryngoscopy after an optimal/best attempt with:. Reasonable experienced . Advanced Managerial Communication. Today’s agenda. Why People Get . Hostile. Effective Listening . Skills. Dealing with Difficult . Questions. Dealing with Difficult Questioners . Delivering Effective Responses. 1. Job 22:4-9--. “Is it because of your reverence that He reproves you, That He enters into judgment against you? 5 “Is not your wickedness great, And your iniquities without end? 6 “For you have taken pledges of your brothers without cause, And stripped men naked. 7 “To the weary you have given no water to drink, And from the hungry you have withheld bread. 8 “But the earth belongs to the mighty man, And the honorable man dwells in it. 9 “You have sent widows away empty, And the strength of the orphans has been crushed. . People. Presented by . Everett Perry. Morning Blues . Perception of Communication. 55% Visual. 38. % . Tone. 7. % . Words. Repeat this sentence emphasizing one word only. ". I. never said she stole my money". . Employee Assistance Program. Usually ingrained and inflexible . Is frequently learned, repeated, patterned behavior. Matter of perception. Often a defense for fear, feeling out of control, feeling disrespected. Kelley Newcomer, MD. David Kessler . Understand what can cause a patient to become . difficult. Learn about difficult personality types and how to respond to . them. Discuss difficult situations and how to diffuse . The gentle art of persuasion. What is Verbal Judo. Verbal . Judo begins with your state of mind.. In Japanese, . “ju”. means . “gentle”. & . “do”. means . “way”.. Verbal Judo: . STAYING POSITIVE IN A NEGATIVE WORLD. Dealing with Murmuring. STAYING POSITIVE IN A NEGATIVE WORLD. There is a time and a method for. . expressing legitimate concerns.. Dealing with Murmuring. STAYING POSITIVE IN A NEGATIVE WORLD. 1. Job 22:4-9--. “Is it because of your reverence that He reproves you, That He enters into judgment against you? 5 “Is not your wickedness great, And your iniquities without end? 6 “For you have taken pledges of your brothers without cause, And stripped men naked. 7 “To the weary you have given no water to drink, And from the hungry you have withheld bread. 8 “But the earth belongs to the mighty man, And the honorable man dwells in it. 9 “You have sent widows away empty, And the strength of the orphans has been crushed. . Learning . Objectives. To gain an understanding of the benefits of . active listening. Practice conflict resolution based on real scenarios. Learn from our most difficult customers. Discuss effective methods of follow up. Emotional . Intelligence (EI): . The . Key to Dealing with Difficult . People. Emotional intelligence refers . to the capacity:. for . recognizing our own feelings and those of . others.. for . motivating . . Employee Assistance Program. Usually ingrained and inflexible . Is frequently learned, repeated, patterned behavior. Matter of perception. Often a defense for fear, feeling out of control, feeling disrespected. Customer Service – Dealing With Difficult Customers Objectives Discuss steps to take when encountering difficult customers Identify the difficult customers Aggressive Passive Identify reasons that customers are difficult