We are pleased to present an excerpt from the lecture titled “Effective Communication Strategies with Agitated Patients and Their Families” by Dr. Tsolmon, Master of Medicine and Psychology, Associate Chief Medical Officer, and Head of the Intensive Care Department at Intermed Hospital. This presentation is tailored for doctors.
Communication – encompasses the process of imparting, receiving, and exchanging information through verbal expression and non-verbal cues such as body language.
Effective Communication – Demonstrates active listening, articulates information clearly and concisely using accessible language, and acknowledges and values the perspective of the other individual.
Anger is a complex emotional response characterized by a negative reaction towards a perceived source, whether it be an individual or a situation. 
An underlying cause for the patient’s and their family’s anger.
- “The perception of being unheard and the feeling that their concerns are disregarded can contribute to the escalation of anger among patients and their caregivers.” – Beth Durrell Potter, Medico-legal Adviser, Michigan University
In what ways does anger present itself?
- Calm and contained: the patient experiences displeasure internally but does not display it outwardly.
- Verbal expression of discontent: questioning wait times, expressing frustration, etc.
- Hostile communication: posting negative comments on the hospital’s public network.
- Expressing threats: Demanding an apology or making dangerous threats.
- Indicating threats through body language: Gestures such as clenching fists or frowning.
- Engaging in violent behavior: Attempting or carrying out acts of harm towards others.
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