Action Methods Up Close: Scene 8 Video Transcript

Interpersonal Communication And Relationship Enhancement (I*CARE)
Action Methods Up Close: Scene 8 – Dr. Jacobs Responds to Betty’s Anger with an Empathic Statement
MD Anderson Cancer Center
Date: January 2014
Time: 01:16

Scene 8: Dr. Jacobs Responds to Betty’s Anger with an Empathic Statement

 
Facilitator: As Betty, we're going to start from the beginning. Tell Dr. Jacobs how angry you are that you had to wait downstairs, and you're going to hear his response, and see if it works for you or not, OK, Betty. 
 
Dr. Jacobs: I guess I'm just not that important to you guys because, you know, I've got that kind of second-class insurance going on, and I saw some other folks. They were taken first before me. So that's OK. I'm used to it. 
 
Group Member: I'm really sorry to hear that you had to wait, and we've had a busy clinic here, but now we're together, and I need to visit with you and give you my full attention. 
 
Facilitator: And you have a right to be angry -
 
Group Member: And you have a right to be angry. I'd certainly be angry if I had to spend valuable time sitting and waiting. 
 
Facilitator: How does that feel to you, Betty, right now -
 
Dr. Jacobs: Well, I am starting to calm down, and it feels, you know, it feels better. I mean, I'm still pretty steamed and really angry, but, you know, I can't really get too mad at him because, frankly, he's doing his best, and it's not his fault. So I guess I'm OK.

 
Dr. Jacobs Responds to Betty’s Anger with an Empathic Statement (1:16)

 

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