Difficult Communication with Patients & Staff | OSCE Talk

<p><strong>🎧 Subscribe to OSCE Talk Premium here 👇</strong><br><a href="https://members.spotify.com/to/osce-talk">https://members.spotify.com/to/osce-talk</a></p><p><br></p><p>Difficult communication stations can feel unpredictable, but having a simple framework can help you stay calm and structured.</p><p>In this episode, we work through the <strong>LEAPS approach</strong>:</p><p>• <strong>Listen</strong> – let them explain what has happened from their point of view<br>• <strong>Empathise</strong> – acknowledge how the situation has affected them<br>• <strong>Apologise</strong> – where appropriate, without automatically accepting blame<br>• <strong>Paraphrase</strong> – check that you have understood their main concerns<br>• <strong>Summarise</strong> – bring everything together and agree a realistic next step</p><p>We also cover:</p><p>• Avoiding defensiveness and arguments<br>• How to de-escalate a difficult interaction<br>• Managing conflict with patients, relatives or colleagues<br>• What to say when you are unsure exactly what has happened<br>• Why you shouldn’t make promises you cannot keep<br>• When threatening behaviour means you should step away and seek help</p><p>The key principle: <strong>you don’t have to agree with everything someone says, but they should feel that you have listened, understood their concerns and taken them seriously.</strong></p><p>📚 More revision resources at OSCETalk.com</p>