Over the past week, I have facilitated two sessions on “Navigating Challenging Patient Behavior.” While we spent most of our time learning and then practicing skills around navigating a variety of interactions, I started by highlighting two important aspects of these conversations that we don’t always consider.
1. Label the behavior, not the person. In these conversations, we often refer to “difficult patients” (or “…students” or “…co-workers”). While that label may feel tempting, especially when we witness repeated behaviors, we should avoid pointing to the person and instead address the specific behavior. Two primary reasons: First, people are so much more than their interactions within a particular context. Especially when they are facing complicated or life-threatening diagnoses, they are less likely to show up as their best selves. Second, we increase our ability to redirect a conversation or to mend a relationship when we view the behavior (and not the person) as the issue.
2. Consider what *you* bring to the conversation. During challenging interactions, we tend to focus on our conversation partner, including their motivations and their actions. While that may seem natural, especially if that person is coming to us for medical care (or teaching or other services), we should also recognize our own role in the conversation. What other stressors are affecting us in the moment? How much have we considered the larger picture or circumstances beyond this discrete conversation? Are we showing up as our own best selves?
I always love returning to Duke to provide training to faculty, physicians, and/or professional staff. I’m so grateful to this amazing group of providers who are committed to serving their patients and providing exceptional health care.