Conflict ManagementMany administrative medical assistants are tasked with some aspects of billing collections. These can cause angry reactions, but as noted before just being in a health care setting...

Conflict Management Many administrative medical assistants are tasked with some aspects of billing collections. These can cause angry reactions, but as noted before just being in a health care setting can lead to fear, impatience, and acting out. Dealing with the Irate Customer, while not exclusive to health care provides many good tips on conflict resolution and de-escalation techniques. Employ de-escalation techniques in a health care situation with an irate client. Include the following aspects in the discussion: Share if you have been on either side of a health care conflict and how it felt to you. Consider if any of the tips on the video would have helped de-escalate the conflict. Discuss with your peers any other useful conflict management techniques. Reflect on your ability to use those techniques.