Patient James Smith comes into Rassy Clinic with a copy of his bill for his most recent appointment. His insurance will

[answerhappygod]

Patient James Smith comes into Rassy Clinic with a copy of his
bill for his most recent appointment. His insurance will not pay
because his policy was canceled the day before his appointment, so
he will have to pay for the visit out-of-pocket.
What personal strengths do you have to help you deal with tense
patient interactions?
What areas do you think you will need to work on to effectively
diffuse tense patient interactions?