I have a reputation in my office of being able to "handle" any difficult situation. No matter how angry a patient is when he/she comes into the office, my staff has noticed that I can usually address the patient's issues in a way that has him/her walking out satisfied.

This is not an innate ability. These are skills that I've worked hard over the years to develop and hone. They did not come easily, nor did they come without trial and error. They are skills, however, that anyone can learn, and they involve techniques that you can train your staff to use. The first step is to develop and use the techniques yourself.

I recommend any or all of a number of books on ...