Taking the HEAT: Dealing with emotionally charged situations

This module is part of the Faculty Development 4 Medical Educators (FD4ME) Program.

A hospital is one of the most emotionally charged places that most people ever visit.

There is no training for patients and families to help them prepare or learn about what behavior is acceptable in a hospital.  They are left to their own life experiences and sometimes ineffective behavior patterns they established a long time ago. Even people who might function in a perfectly reasonable manner other places may display behaviors well outside "reasonableness" in an emotionally charged hospital setting.

This module will build skills that can help when managing several difficult and unpredictable healthcare situations, through lessons that provide insight into responding with empathy, using the HEAT Model, setting boundaries, deflecting, paraphrasing and de-escalating to help deal with difficult situations.

As a provider of AMA Category 1 Continuing Medical Education, The Ohio State University Medical Center must insure balance, independence, objectivity and scientific rigor in all its individually sponsored or jointly sponsored educational activities.  Faculty members participating in a sponsored activity are expected to disclose to the activity audience any significant financial interest or other relationship.

Richard Potts has no significant financial interests or relationships to disclose.  He will not include discussion of unapproved or "off-label" usage of commercial products or devices.

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