Though there were some areas of improvement in this interaction, Dr. Miles could still do better. Now that you know the 5 steps of conflict resolution, assume you are Dr. Mile’s colleague and she has asked you to coach her in better ways to handle conflict. You observed her second conversation with Ms. Adams and gave her positive feedback about the things she did well.
Now, you want to offer suggestions for her approach. Watch the video again and then type your suggestions in the text boxes below and click the grey button for feedback.
After Dr. Mile’s opening statement of shared responsibility, i.e., provide the best care possible, she could invite Ms. Adams to share her concerns.
It sounds like you are concerned about Mr. Stein’s condition being made worse. What other concerns do you have about his care? What concerns you most if he does not get antibiotics?
After Ms. Adams says she was surprised by the order, that she “couldn’t believe it”, Dr. Miles could acknowledge her strong emotions with a respect statement.
“I can see that you care a great deal about what happens to Mr. Stein.”
After allowing Ms. Adams to present her views and then explaining Mrs. Stein’s decisions, Dr. Miles could invite Ms. Adams to brainstorm with her. “Let’s try to come up with a few ideas for collaborating on Mr. Stein’s care.”
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