[Doctor-patient interaction: dealing with difficult situations]

Good doctor-patient communication has a positive impact on patient satisfaction, adherence to treatment, health outcomes and well-being, and it has been linked to reduced anxiety, increased recall, and improved understanding. During the diagnostic phase and the course of the illness, patients exhibit a range of mood changes. These include sadness and worry, frustration and anger, uncertainty, fear of disease recurrence, difficulties in inter-personal relationships, changing roles, and concerns about body image. Medical consultations can be influenced by different expectations concerning the doctor-patient interaction, by individual roles and beliefs, and by a different understanding of health and well-being influenced by cultural and other factors not necessarily associated with the medical situation. Responding to anger and other difficult emotions, dealing with family meetings, or communicating via interpreters are often experienced as demanding situations by health care professionals. This article provides an overview of the difficult doctor-patient interactions and illustrates basic communication skills in responding to challenging situations.