"Tell them you are sorry they had a bad experience or whatever they are relating about the hospital. Miss Manners fears that you may be in for a long story. Then mention that you worked with some very dedicated professionals, but do not know the current situation. And change the subject. Please, however, note Miss Manners' full answer. You asked how to make them realize they were rude and feel bad about it."
"She did that and possibly also got them to rethink their opinion of the hospital. You neglected to ask how to do this without starting an argument or convincing the questioner that you are just as bad as the hospital. Which is what would have happened, had you contradicted them without giving them an out, or by glaring at them and letting the conversation grind to a halt."
An RN who spent thirty years at a community hospital often encounters dismissive reactions from others when naming the workplace. The advised approach is to express sympathy for the person's negative experience, mention having worked with dedicated professionals, acknowledge not knowing the current situation, and then shift the conversation. Direct contradiction, glaring, or forcing the issue risks escalating into an argument and reinforcing the insult. Separately, loud music and hard, reflective restaurant surfaces make conversation difficult; aging patrons with hearing aids and many young people struggle to distinguish words, and staff frequently do not lower the volume on request.
Read at www.mercurynews.com
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