Handle defensive doctors with confidence using assertive communication techniques for better outcomes.

if a physician becomes defensive during a difficult conversation in the healthcare setting, it's important to approach the situation with empathy, patience, and a focus on fostering open communication. Firstly, I humanize the interaction by recognizing the physician's emotions and the underlying reasons for their defensiveness, such as feeling criticized or misunderstood. I strive to create a safe and supportive environment where they feel heard and respected. I remain calm and composed, refraining from escalating tensions or reacting defensively myself. Instead, I actively listen to their perspective, validating their concerns and acknowledging their expertise and experience.

What do you do if a physician becomes defensive during a difficult conversation?

Navigating difficult conversations with physicians is a skill that requires patience, understanding, and the right approach. It's not uncommon for doctors to become defensive when faced with criticism or challenging discussions, given the high-stress nature of their work. Whether you're a healthcare professional, administrator, or a patient advocating for your care, it's important to know how to handle these situations effectively. The key lies in maintaining professionalism, ensuring clear communication, and fostering a collaborative environment. By preparing yourself with strategies to de-escalate defensiveness, you can create a constructive dialogue that respects both your concerns and the physician's expertise.

1 Stay Calm

When a physician becomes defensive, your first step should be to remain calm. This can be challenging, especially if the stakes are high, but it's crucial for keeping the conversation productive. Take deep breaths and focus on maintaining an even tone. By staying composed, you signal to the physician that you're not attacking them, but rather addressing an issue that needs resolution. This approach can help lower their defenses and open the door to a more constructive exchange.

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PYAE PHYO AUNG , Dr. 🇲🇲

20X🏆LinkedIn Top Voice Badges 2024🏆 Field Project Coordinator _ WHO | PMP | UMMG | YSEALI | MYANMAR
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if a physician becomes defensive during a difficult conversation in the healthcare setting, it's important to approach the situation with empathy, patience, and a focus on fostering open communication. Firstly, I humanize the interaction by recognizing the physician's emotions and the underlying reasons for their defensiveness, such as feeling criticized or misunderstood. I strive to create a safe and supportive environment where they feel heard and respected. I remain calm and composed, refraining from escalating tensions or reacting defensively myself. Instead, I actively listen to their perspective, validating their concerns and acknowledging their expertise and experience.

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2 Listen Actively

Active listening is a powerful tool in de-escalating defensiveness. Show the physician that you value their perspective by giving them your full attention, nodding in understanding, and not interrupting. Reflect back what you've heard to confirm your understanding. This demonstrates respect for their expertise and can soften their stance, making them more receptive to your points. It also gives you insight into their perspective, which can be invaluable in finding common ground.

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Cristina Sebastian

QA/Staff Development | QCP, MPH | CompTIA Security +
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Actively listening to understand their concerns, roots of the problem and maintain a calm demeanor. Foster a supportive and non-judgmental environment so we can all work together to navigate the challenges effectively and promote a positive outcome.

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3 Choose Words

The words you choose can either fuel defensiveness or facilitate understanding. Avoid accusatory language and instead use "I" statements to express your concerns. For example, say "I feel concerned about this treatment plan," rather than "You're not considering the risks." This personalizes your input without casting blame and reduces the likelihood of a defensive reaction. Clear and empathetic communication helps in keeping the dialogue positive and focused on solutions.

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4 Provide Context

Providing context is essential when discussing sensitive issues. Explain the situation from your viewpoint and clarify why it's important to address it. This helps the physician understand where you're coming from and the potential impact of the problem. By framing the conversation within a larger context, you're not just presenting a problem but also emphasizing the need for a collaborative solution. This can make the physician feel like an ally rather than an adversary.

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5 Offer Solutions

Rather than just presenting problems, come to the conversation with potential solutions. This shows that you're not only invested in highlighting issues but also in resolving them. It can shift the dynamic from confrontational to collaborative and encourages the physician to engage with you in problem-solving. Suggesting solutions also demonstrates respect for their professional judgment and invites them to contribute their expertise to the resolution process.

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6 Follow Up

After a difficult conversation, it's important to follow up. Whether it's through a formal meeting or a casual check-in, this step shows that you're committed to the resolution and value ongoing communication. It also allows both parties to reflect on the discussion and assess any progress made. Following up can reinforce the positive aspects of the conversation, solidify agreements, and maintain a constructive relationship moving forward.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if a physician becomes defensive during a difficult conversation?

1

2

3

4

5

6

7

1 Stay Calm

2 Listen Actively

3 Choose Words

4 Provide Context

5 Offer Solutions

6 Follow Up

7 Here’s what else to consider

Working with Physicians

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What do you do if a physician becomes defensive during a difficult conversation?

1

2

3

4

5

6

7

1 Stay Calm

2 Listen Actively

3 Choose Words

4 Provide Context

5 Offer Solutions

6 Follow Up

7 Here’s what else to consider

Working with Physicians

Rate this article

Thanks for your feedback

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