Navigating Tricky Patient Encounters: A Primer for Athletic Trainers

It’s the start of a busy game day, and you’re getting a rundown from the AT who covered morning practice. They look completely drained, like they’ve already gone ten rounds. “Here we go,” you think. 

They tell you that one of your star athletes, let’s call him “Athlete M,” has been an absolute nightmare all morning. Snapping at staff, refusing to let anyone evaluate his ankle, knocking over a cup of ice on the treatment table, and yelling at anyone who suggests he might not be cleared to play. Nothing has worked to settle him down, and he’s made it crystal clear he wants to be left alone.

You take a deep breath, grab your clipboard, and head over to do your assessment. He looks up and says, “Don’t even start with me.”

What do you do?

These moments are frustrating, stressful, and, let’s be honest, sometimes a little intimidating. But as ATs, it’s our responsibility to provide care for every athlete who walks through that door, regardless of their mood, mindset, or how badly they’re testing our patience. Research on difficult clinical encounters outlines four common “challenging” patient profiles and practical strategies for handling each one, all of which translate directly to the athletic training room.

1. The Angry Athlete

This athlete takes their frustration out on everyone around them. They may be demanding, dismissive, or flatly uncooperative with evaluation and treatment, often because fear, pain, or the threat of losing playing time is driving their behavior.

What you can do:

• Stay calm and don’t match their energy
• Seek backup if the situation becomes unsafe
• Use reflection — acknowledge what you’re hearing: “It sounds like you’re really frustrated right now, and that makes sense.”
• Use legitimation — validate their experience: “I understand why this situation feels overwhelming.”

2. The Manipulative Athlete

This athlete knows exactly which buttons to push. They may guilt-trip you, exaggerate symptoms to avoid practice, or downplay symptoms to get cleared when they shouldn’t be. In more extreme cases, they may threaten to go around you to the coach or team physician to get what they want.

What you can do:

• Check in with your own emotional state before engaging
• Set firm, consistent boundaries and stick to them
• Know when and how to say “no” professionally and confidently

3. The Hypochondriacal Athlete

This athlete always has a new complaint. Vague, shifting symptoms with no clear mechanism or diagnosis. They’ve seen multiple providers, requested every available imaging study, and still aren’t satisfied. Underlying anxiety or a history of health-related stress is often at the root.

What you can do:

• Gently address the pattern of jumping between providers
• Schedule regular, brief check-ins to build trust and reduce the need for crisis-driven visits
• Avoid unnecessary referrals or testing that reinforces health anxiety
• Address underlying comorbidities like anxiety in collaboration with your sports medicine team

4. The Grieving Athlete

This athlete is emotionally devastated. Maybe they just received a season-ending diagnosis, are facing a second major surgery, or are watching their teammates compete while they’re stuck rehabbing. They may be withdrawn, tearful, or emotionally shut down.

What you can do:

• Use reflection and legitimation freely and genuinely
• Partner with them — involve them in setting rehab goals so they feel agency over their recovery
• Emphasize wins, no matter how small
• Show consistent respect and compassion throughout the process

Over the course of a career in athletic training, you will meet plenty of “Athlete M’s.” It’s never easy, but a few core habits can make a real difference in de-escalating tension and rebuilding trust:

• Lead with empathy. Listen actively and honor your athlete’s feelings, even when you disagree with their choices.
• Offer both physical and emotional support. Let them know you’re in their corner and will do everything in your power to help them get back to doing what they love.
• Consider the full clinical picture. Behavior doesn’t happen in a vacuum. An athlete dealing with a concussion history, mental health challenges, or substance use may have limited control over how they present. Context matters enormously.

Above all — try not to take it personally. Separating your professional role from your own emotional reactions is genuinely hard, especially when you care deeply about your athletes. But with experience, it becomes one of the most valuable skills you’ll carry throughout your career.