Y’know, one of the best pieces of advice I ever got for working with patients came from a sales consultant who told me the following: No matter what the situation, find something to like about your [customer, client, patient].We have all had contact with miserable people, strange people, negative people, and the like. With many, try as we might, we can’t seem to get through, and they resist our attempts to communicate.It’s very likely that much of the time, the reason for this failure is that the person can perceive how you feel about them—whether you do, or you don’t, like them.In my practice, I work with an interesting mix of clientele—people who are frustrated with their health, frustrated with the health system, and frustrated that no one seems to be able to help them. It is often challenging to filter through the external noise to reach the person who needs our help.A particular patient comes to mind. Every interaction is filled with complaints, negativity, and cuss words. I’ve decided that what I like about her is her honesty—I never have trouble finding out how she feels. And really, that is the most important thing when doing what we do.Of course, she has challenged me. One day, likely because she’s used to the reaction she gets from those she’s rubbed the wrong way, she stated that she was pretty sure I didn’t like her. I told her that, in fact, I did like her, and let her know the reason why. And this has transformed our relationship.At this time of year, relationships are often more keenly felt and considered. It is probably a good lesson when thinking of family, friends, acquaintances, co-workers, and even those patients whose lives in which we share, to find that thing to like, and more than one thing. Doing so will change our demeanour, which may be reflected back in how they respond to us.I like all of you. No, really, even the weenies out there. Well, maybe not all of them, but we can always keep trying.Ken Burns is pharmacist at the Diabetes Care Centre at Sudbury Regional Hospital.
