The Quickest Way to De-escalate a Hostile Patient with Luke Wiesner | Ep499

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What if an angry patient's "eruption" isn't an attack on you, but a desperate attempt to protect something vital, like their health, time, or family?

In this essential episode, Dr. Bradley Block sits down with Luke Wiesner, a seasoned conflict specialist who's trained hundreds of healthcare teams, to unpack de-escalation strategies for volatile patient interactions. Drawing from his decade of experience in mediation and coaching, Luke introduces the "volcano" model: eruptions stem from underlying pressures, not malice. He outlines a repeatable framework: regulate yourself, relate to their emotions e.g., frustration over wasted time, seek understanding, and collaboratively solve problems while offering choices. They discuss avoiding defensiveness, acknowledging experiences even if "wrong", empowering staff with boundaries, and knowing when to escalate for safety. Perfect for physicians and teams facing post-COVID edge in offices or hospitals.

If tense encounters leave you or your staff drained, this blueprint empowers you to de-escalate safely, foster trust, and reduce burnout, making you the office hero.

Three Actionable Takeaways:

• Regulate yourself first to avoid fueling the fire: When facing an eruption, pause for deep breaths or a quick mental reset, remind yourself they're protecting something vital (health, time, money). This prevents defensiveness, decoupling you from being seen as the "threat," and sets the stage for calm rapport-building.
• Relate and reflect to build connection: Acknowledge their emotion with muted words like "frustrated" or "concerned", avoid "angry" to prevent pushback. Reflect on their experience: "This probably isn't how you planned to spend your afternoon, I can see how frustrating that is." Genuinely show you care to shift from adversaries to allies, using nonverbal cues like tone for authenticity.
• Solve collaboratively and set boundaries: Offer options for control e.g., "We can slot you in two weeks or add you to the waitlist, which works?". If inappropriate (e.g., profanity, threats), give a choice: "I'd like to help, but I can't if you continue speaking that way—let's adjust, or I'll need to involve my manager." Know your office's escalation protocol (e.g., security) for safety.

About the Show:

Succeed In Medicine covers patient interactions, burnout, career growth, personal finance, and more. If you're tired of dull medical lectures, tune in for real-world lessons we should have learned in med school!

About the Guest:

Luke Wiesner has been a conflict specialist since 2014, offering mediation, coaching, training, and facilitation to workplaces, families, communities, and individuals. He's partnered with hundreds of organizations across industries, including healthcare, where he's helped physicians, surgeons, and teams de-escalate patient conflicts, improve communication, and resolve issues in clinical and office settings.

 LinkedIn: Luke Wiesner 

 Website: https://www.lukewiesner.com

About the Host:

Dr. Bradley Block – Dr. Bradley Block is a board-certified otolaryngologist at ENT and Allergy Associates in Garden City, NY. He specializes in adult and pediatric ENT, with interests in sinusitis and obstructive sleep apnea.