Sunday, May 1, 2016

Step 2 CS: Challenging questions

Here are some of my sample closures for challenging questions.

All my closures are generic with little word play. Whatever the SP says, I would say it back to them saying I understand it. So your sympathy - empathy is done.

See how all three closures are almost the same - 

"Will I need surgery?"
I understand that you are concerned about the possibility of having a surgery. Yes, you might require a surgery. But I assure you that we will be there to support you, throughout the treatment, regardless of the diagnosis. Does that sound okay to you?


"Do you think I have cancer?"
I understand that you are concerned about the possibility of having cancer. Yes, cancer is a possibility / No, cancer is highly unlikely. We need to run some tests to find out the exact cause of your symptoms. But I assure you that we will be there to support you, throughout the treatment, regardless of the diagnosis. Does that sound okay to you?

"Do you think I am having a heart attack?"
I understand that you are concerned about the possibility of having a heart attack. Yes, it is a possibility / No, it is highly unlikely. We need to run some tests to find out the exact cause of your symptoms. But I assure you that we will be there to support you, throughout the treatment, regardless of the diagnosis. Does that sound okay to you?

A few more similar closures -

"When can I get back to my job?"
I understand that going back to your job is important. If you feel better, you can go back to your job. But if you don't, I would advice you to rest. Does that sound okay to you?

"When can I start playing foot ball again?"
I understand that you want to start playing foot ball as soon as possible. If you feel better, you can go back to playing. But if you don't, I would advice you to rest. Does that sound okay to you?

"Is this infectious? Can I attend a concert?"
I understand that you wish to attend the concert. Your disease may or may not be infectious. We need to run some tests to find out the exact cause of your symptoms. After the tests, I'll let you know whether you can or can not attend it. But in general, I would be comfortable sending you only if you feel better. If you don't, I would advice you to stay at home and rest. Does that sound okay to you?

A few different closures:
"I don't want to lose my independence."
I understand that you are worried about losing your independence.. But if you are having a fracture /  disk herniation / ligament tear, you will require a complete bed rest and you will recover eventually. I know it is hard for you to take care of yourself and be independent if that happens and we can arrange help for you at home if you'd like. Hopefully, after rest, you will recover and gain your independence back. Does that sound okay to you?

"I don't want the surgery / glasses. I feel embarrassed having a scar / wearing glasses / hearing aid."
I understand that you are concerned about the cosmetic appearance. Technology has advanced so much now a days that... You will have a tiny scar after surgery / We have implantable lens now a days / We have hearing aids that aren't visible externally. It will not affect you appearance. Does that sound okay to you?

DO NOT say - "Don't feel embarrassed. It's a medical problem that many people have." There is no sympathy or empathy in these kind of statements.

"Am I going to die?"
I understand that you are scared. I would be too if I was in your position. Heart attack /  cancer is just a possibility. We need to run some tests to find out the exact cause of your symptoms. I assure you that we will be there to support you, throughout the treatment, regardless of the diagnosis. Okay?

Also, where I was practicing, people answered every challenging question with "I understand your concern." I think that is dumb. Acknowledge what exactly you understand, show sympathy and empathy. If it was your mother or father sitting in front of you asking you that am I going to die, would you answer with I understand your concern?

That's all!
-IkaN

2 comments:

  1. Hi IkaN, that's so nicely written. Thanks a lot for sharing! UsmleAddict :)

    ReplyDelete
    Replies
    1. Thank you for the compliments (:

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