In the Emergency Department waiting room, you notice a patient sitting, with his head in his hands, who has been waiting for about 5 hours for relief of his headache
When you approach him to ask him how he is doing, he says, "I can't believe that I have to wait this long for help! Do you know what it is like to be in pain for 10 hours?" Your response to him would be: a. "It is frustrating to wait when you are in pain and when you are expecting to re-ceive relief right away."
b. "Don't talk to me. If you are going to be rude, then you will not receive treatment here."
c. "We are very busy and don't have enough staff to deal with problems such as yours."
d. "Perhaps you should go elsewhere. We do not have time for you here, as many more sick patients are waiting."
A
Empathizing helps the other person to know and feel that he has been understood and is powerful in de-escalating a situation that has potential for aggression and violence.
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