ELDERLY-CARE-MANAGEMENT5 MIN READ
De-escalate an angry family member with needs before defense
Use observation, feeling, need, and request to respond to an upset family member.
Daniel Davies DD son of resident O Observation N Need R Request Family conflict 3:10 p.m. The accusation Daniel shows a bruise photo and says staff are hiding what happened. The conversation can become defense versus accusation unless you separate facts, needs, and next steps. 1 unexplained bruise 3pm same-day callback needed
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