Скачать или смотреть Handling Difficult Patients in the ER: Conflict Resolution Skills for Frontline Healthcare Staff

When emotions run high in the emergency room, frontline administrative staff are often the first point of contact for patients and their loved ones. In this conversation, Jasmine from Inlera University sits down with Phylicia Belfast—who brings a decade of ER experience—to talk about real-life scenarios (not just the TV drama), the importance of staying calm under pressure, and practical conflict resolution strategies every healthcare professional should know.

You’ll learn:
• Why it’s rarely personal when patients or families become upset
• How to listen effectively and diffuse tense situations
• The value of leaning on your team and leaders for support
• Tips for building confidence in high-stress, unpredictable environments

Whether you’re already in healthcare or preparing to enter the field, this episode offers essential skills to improve patient experience and protect your own well-being.

You can find all of our links here!
📍https://liinks.co/inlerau

📌 Topics & Timestamps for Today's Video
0:00 Introduction – ER drama vs. real life
1:15 Welcome back, Phylicia with 10 years of ER experience
2:00 Why administrative staff need conflict resolution skills
3:29 Staying calm when emotions run high
4:20 Listening to patients and families without taking it personally
5:50 Handling unpredictable and urgent situations
7:33 Building confidence in high-stress healthcare environments
8:44 Encouragement for those entering the field
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❓❓ Do you have a question about the revenue cycle or the business of healthcare? Drop your question below in the comments!
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At Inlera University, we believe that when healthcare professionals are supported, patients receive better care. That’s why we create videos that simplify the business of healthcare—so you can reduce stress, build real-world skills, and grow with confidence.
Whether you’re new to the field, returning to work, or building your own business, we’re here to help you thrive—because better care starts with a stronger you.
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