Interprofessional conflicts are usually emotionally charged situations. Acknowledging everyone’s emotions throughout the process will help to diffuse intense feelings and ensure that everyone feels they’ve been heard.
First calm yourself. When you have settled your own feelings, you will be better able to begin the conversation with an open-mind.
Respond empathically to your colleague’s emotion. Give explicit feedback that shows that you understand how the other person is feeling.
With colleagues it can be useful to talk about emotions generated by the situation, rather than naming the other person’s emotions, which can sound like blaming. For example, “This is a really difficult situation” rather than “You look really upset.
In healthcare, most team members are working very hard to provide the best care possible for the patient and family. Using a respect statement can quickly diffuse escalating emotions because it shows that you appreciate the other person’s efforts.
Examples of respect statements include: “I can you see you really care about Mr. Stein” or “I really appreciate you bringing your concerns to my attention.”
© 2016 University of Washington | School of Nursing | L&IT Learning Technologies | Palliative Care Training Center | National Institute of Nursing Research (NINR) at the National Institutes of Health (NIH), 1R21NR010896-02A2.
