Succeed in Medicine The Two-Step Process for Turning Difficult Patients into Raving Fans, with Doug Noll, JD | Ep494
This episode is sponsored by Lightstone DIRECT. Lightstone DIRECT invites you to partner with a $12B AUM real estate institution as you grow your portfolio. Access the same single-asset multifamily and industrial deals Lightstone pursues with its own capital – Lightstone co-invests a minimum of 20% in each deal alongside individual investors like you. You’re an institution. Time to invest like one.
-------------------------------------
When a patient storms in frustrated or scared, what if you could de-escalate in under 90 seconds?
In this eye-opening episode, host Dr Bradley Block chats with Doug Noll, as he explains "affect labeling": simply reflecting emotions ("You’re frustrated, worried, scared") to downshift the brain’s limbic system and reactivate executive function. Backed by UCLA studies, this tool builds instant trust, makes visits efficient, and works on anyone, from ER patients to grocery clerks. Learn the 3-step process: ignore words for 90 seconds, read emotions innately, and reflect without "I understand." Doug shares role-plays, practice tips like labeling TV ads or silent shows, and why this flips arguments by meeting the universal need to be heard. Perfect for physicians facing high-stakes emotions, this episode equips you to listen people "into existence" for calmer, more connected care.
Three Actionable Takeaways:
- Master Affect Labeling Basics: Ignore words for 90 seconds, read emotions instinctively (we’re hardwired for it), and reflect with "You" statements like "You’re frustrated, scared, confused." This downshifts the limbic system, calms patients fast, and builds trust by showing deep understanding without saying "I get it."
- Practice Everywhere for Real-World Skill: Label emotions in ads, silent TV scenes, or checkout chats to hone listening without words. Start with strangers ("You’re excited your shift’s ending?") to see shoulders drop and rapport build, proving it works beyond medicine, even in prisons or arguments.
- Flip Tension into Connection: In visits, label all fears upfront (pain, failure as parents) to deregulate emotions, then hype positively ("You’re loving, doing everything right"). This meets the unmet need to be heard, ends escalations, and makes encounters efficient, enjoyable, and loyalty-building.
About the Show:
Succeed In Medicine covers patient interactions, burnout, career growth, personal finance, and more. If you're tired of dull medical lectures, tune in for real-world lessons we should have learned in med school!
About the Guest:
Doug Noll is a former civil trial lawyer turned award-winning mediator and peacemaker. He left a successful legal career to focus on resolving deep conflict and teaching de-escalation skills that actually work even in maximum-security prisons. Co-founder of the Prison of Peace Project, Doug has trained incarcerated individuals to become certified mediators, proving his methods succeed in the toughest environments.
He is the author of the bestselling book De-Escalate: How to Calm an Angry Person in 90 Seconds or Less, which teaches a neuroscience-backed technique called affect labeling (reflecting emotions to instantly calm the brain), and offers the Advanced Emotional Competency online course.
Website: dougnoll.com
Email: doug@dougnoll.com
Book on Amazon : De-Escalate
About the Host:
Dr. Bradley Block – Dr. Bradley Block is a board-certified otolaryngologist at ENT and Allergy Associates in Garden City, NY. He specializes in adult and pediatric ENT, with interests in sinusitis and obstructive sleep apnea. Dr. Block also hosts Succeed In Medicine podcast, focusing on personal and professional development for physicians
Want to be a guest?
Email Brad at brad@physiciansguidetodoctoring.com or visit www.physiciansguidetodoctoring.com to learn more!
Socials:
@physiciansguidetodoctoring on Facebook
@physicianguidetodoctoring on YouTube
@physiciansguide on Instagram and Twitter
This medical podcast is your physician mentor to fill the gaps in your medical education. We cover physician soft skills, charting, interpersonal skills, doctor finance, doctor mental health, medical decisions, physician parenting, physician executive skills, navigating your doctor career, and medical professional development. This is critical CME for physicians, but without the credits (yet). A proud founding member of the Doctor Podcast Network!
Visit www.physiciansguidetodoctoring.com to connect, dive deeper, and keep the conversation going. Let’s grow!
Disclaimer:
This podcast is for informational purposes only and is not a substitute for professional medical, financial, or legal advice. Always consult a qualified professional for personalized guidance.
Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.