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Hit Pause — This Line Works Best When Patients Need to Process A Lot of Information

It gives you both a break.




What to say? “Look, I’ve given you a lot of information here and there is no need to rush, so why don’t you take a few days to consider everything I’ve told you and then we’ll take it from there.”

When to use it? When you’re dealing with a patient who has been given serious information to digest or a customer who is simply being difficult for whatever reason. Such a break gives you and the customer a chance to move beyond an emotionally charged conversation.

Since launching in 2014, INVISION has won 23 international journalism awards for its publication and website. Contact INVISION's editors at


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