title: Responding to patient anger: development and evaluation of an oncology communication skills training module.
abstract: OBJECTIVE
  The purpose of this study was to develop a communication skills training (CST) module for oncology healthcare professionals on how to more effectively respond to patient anger. We also sought to evaluate the module in terms of participant self-efficacy and satisfaction.
  
  
  METHODS
  The development of this module was based on a systematic review of the literature and followed the Comskil model previously used for other doctor-patient CST. Using an anonymous 5-point Likert scale, participants rated their pre-post self-efficacy in responding to patient anger as well as their satisfaction with the course. Data were analyzed using a paired sample t test.
  
  
  RESULTS
  During the academic years 2006-2009, 275 oncology healthcare professionals participated in a CST that focused on responding to patient anger. Participants' confidence in responding to patient anger increased significantly (p < 0.001) after attending the workshop. They also agreed or strongly agreed to five out of six items assessing course satisfaction 92-97% of the time.
  
  
  CONCLUSIONS
  We have developed a CST module on how to respond to patient anger, which is both effective and useful. Training healthcare professionals to respond more effectively to patient anger may have a positive impact on the patient-physician relationship.
authors: Department of Psychiatry and Behavioral Sciences, Memorial Sloan Kettering Cancer Center, New York, New York 10022, USA. bialerp@mskcc.org
authors: Philip A
authors: PA
authors: Bialer
authors: David
authors: D
authors: Kissane
authors: Richard
authors: R
authors: Brown
authors: Tomer
authors: T
authors: Levin
authors: Carma
authors: C
authors: Bylund
mesh_terms: D000786:Anger; D003142:Communication; D003258:Consumer Behavior; D006801:Humans; D008495:Medical Oncology / Q000193:education*; D009369:Neoplasms / Q000523:psychology*; D009519:New York City; D010817:Physician-Patient Relations; D020377:Self Efficacy