September 15, 2023 | Patient Provider Communication Training Workshop: Managing the Potentially Difficult Encounter (Session 2)

September 15, 2023

Research has shown that 10-15% of encounters between healthcare providers and patients and families are judged by providers as difficult or frustrating in some way. Increased experience and specific skills and demeanors have been shown to reduce both the frequency and the severity of difficult interactions while also increasing the chance that these encounters can be turned around efficiently. 

Difficult encounters are associated with increased likelihood of patient and family initiating a malpractice claim in the face of disappointed expectations, or simply making intensely critical comments about a clinician or service on social media or in other forums. The likelihood of agreeing to and adhering to a treatment plan is much lower in the context of an unsatisfying or contentious interaction with a healthcare provider. It has also become clear that these difficult encounters weigh heavily on the mood and satisfaction for the clinicians involved. More recent research on clinician burnout has shown that feelings of ineffectiveness are associated with clinicians becoming both depressed and alienated as care providers.  

Target Audience

Physicians and other allied healthcare providers who manage and treat patients.

Learning Objectives

  • Identify exactly why and how encounters become difficult, through quickly recognizing when patient and clinician pictures of success, specific expectations for tests and treatments, and insufficient flexibility are undermining the path to agreement.
  • Examine how their own attitudes, expectations and communication behavior contribute to increased likelihood of a difficult interaction and learn strategies for better managing their own mood and behavior in these situations.
  • Diagnose conversations that are becoming dysfunctional and therefore what specific strategies to apply to turn them around, including when to include others to resolve impasses.
  • Apply strategies to encounters that they have individually identified as particularly difficult for them to manage effectively.
  • Discuss possible barriers and biases which may impact patient care (i.e., race, ethnicity, language, gender identity/orientation, age, socioeconomic status, attitudes, feelings, or other characteristics).
Activity summary
Available credit: 
  • 1.50 AMA PRA Category 1 Credit™
    City of Hope is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.
    City of Hope designates this September 15, 2023 | Patient Provider Communication Training Workshop: Managing the Potentially Difficult Encounter (Session 2) for a maximum of 1.50 AMA PRA Category 1 Credit™ requirements. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
  • 1.50 Attendance
Activity opens: 
09/15/2023
Activity expires: 
09/22/2023
Event starts: 
09/15/2023 - 7:00am PDT
Event ends: 
09/15/2023 - 7:00pm PDT
Part of: 
2023 Patient Provider Communication Training Workshop: Managing the Potentially Difficult Encounter (Session 2)
Add to calendar: 
City of Hope ~ Virtual Meeting

Daniel O'Connell, PhD   Consultant Trainer in Healthcare Communication; Clinical Instructor, University of Washington School of Medicine 

Presenter: Dr. O'Connell has indicated no relevant financial relationships. 

Planner: Ms. Houri Yeghiayan has indicated no relevant financial relationships. 

This presentation and/or comments will provide a balanced, non-promotional, and evidence-based approach to all diagnostic, therapeutic and/or research related content. 

CME Committee/Reviewer Nothing to Disclose:  Daneng Li, MD

ACCREDITATION STATEMENT: City of Hope is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.

CREDIT DESIGNATION: City of Hope designates this live activity for a maximum of 1.5 AMA PRA Category 1 Credit™. Physicians should claim only the credit commensurate with the extent of their participation in the activity. 

The following credit type(s) are being offered for this course:

•  AMA PRA Category 1 Credit™  1.5

The following may apply AMA PRA Category 1 Credit™ for license renewal:

Registered Nurses: Nurses may report up to 1.5 credit hours toward the continuing education requirements for license renewal by their state Board of Registered Nurses (BRN). AMA PRA Category 1 Credit™ may be noted on the license renewal application in lieu of a BRN provider number.

Physician Assistants: The National Commission on Certification of Physicians Assistants states that AMA PRA Category 1 Credit™ accredited courses are acceptable for CME requirements for recertification.

Available Credit

  • 1.50 AMA PRA Category 1 Credit™
    City of Hope is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.
    City of Hope designates this September 15, 2023 | Patient Provider Communication Training Workshop: Managing the Potentially Difficult Encounter (Session 2) for a maximum of 1.50 AMA PRA Category 1 Credit™ requirements. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
  • 1.50 Attendance
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