2. Managing Difficult Interactions with Patients and Families. Adopted with permission from Copyright 1996, rev. 2002, 2005 Institute for Healthcare CommunicationNew Haven, Connecticut . 3. Objectives. To recognize and diagnose the causes of difficult interactionsTo learn strategies for navigating difficult interactions more comfortablyTo choose 2-3 strategies to apply in the next month when sensing a difficult encounter is developing.