While working at Apria Healthcare being in management I have talked to irate patients and employees daily. Here at in my current job as a Senior Assistant CSR in the Escalation department most of my calls are from upset patient, parent, caregiver, of Doctor Office. Using my conflict resolution skills is the best way to deal with conformational people. I start off by letting them know I am here to help and then I precede by asking them to calmly explain the problem so I that we can come up with a solution. By letting them know I’m here to help and not fight or argue with them helps foster trust with the person. One specific example is that a patient called in and she was upset that she received the wrong formula and she expressed that no one
