The pain code - RED conversations
THE PAIN CODE – RED CONVERSATIONS
You can use the techniques below to guide discussions and interpret signals correctly.
DE-ESCALATE FIRST
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Anger could be a sign of a customer’s distress or frustration - or substance dependence
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Calm your customer down before asking your questions
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Let them express frustrations, responding sensitively
USE RESPONSES LIKE:
"I can see how upsetting this has been for you, and I really want to find a way to help." "I appreciate you sharing this with me, and I’m sorry that this has been your experience."DEALING WITH DISAGREEMENT
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Accept the customer’s perspective, but respectfully disagree
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Control your reactions, staying calm and professional
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Confidently explain your reasons
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Focus on potential solutions, not disagreements
USE RESPONSES LIKE:
"I realise your pain is still a problem, so perhaps you should have a chat with your GP so they can investigate further?" "This medicine should only be used for a few days so is no longer suitable for you. I can ask the pharmacist to chat with you about other alternatives, or perhaps you could make an appointment to speak with your GP?"BODY LANGUAGE MATTERS
Look out for signs that might indicate the customer is leaving things out or lying:
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BODY fidgeting or itching movements
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EYES staring or looking away at key moments
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COMPLEXION becoming pale or sweaty
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VOICE becoming higher, cracking, or louder
REMEMBER
Keep your own body language open and relaxed to reassure customers
WEIGH ALL THE EVIDENCE
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Do the customer’s actions match the symptoms described?
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Are their answers consistent?
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Evasive answers aren’t proof of misuse, but could be a sign
REMEMBER"
Consider both the answers given, and the way they are expressed