Why are people difficult? There are several reasons why people can be difficult, for example, they could feel nervous, out of control, frustrated, vulnerable, or they could be unhappy with the service that they are recieving. There is a useful belief that behind every negative behaviour, there is a positive driver. Do they want their stress to go away, a better service, more options, to feel listened to?
However, this is hard to think about when you are in the middle of a difficult conversation with a patient who is angry or upset.
Based on my own research, I asked dental practioners what patients complained about the most. The responses were:
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