Interprofessional Conflicts

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I’d like to understand



Watch the second video to see another approach Dr. Miles might take. After watching the video, take a few minutes to answer the questions and then click the grey button for feedback.

I’d like to understand why you got that order for antibiotics.




Compare Dr. Miles’ second approach to the first one. What’s different?


What appears to be Dr. Miles’ goal in this conversation?


How effective is her opening?


What emotions is she conveying?



What appears to be Dr. Miles’ goal in this conversation?
  • Dr. Miles tries to start from a nonjudgmental position and attempts to understand her colleague’s perspective: “I’d like to understand why you got that order for antibiotics.”

How effective is her opening?
  • Dr. Miles shows respect for the nurse’s care of Mr. Stein and then highlights their common goal: “[Mrs. Stein] says you take good care of her husband and I know we both want to give him the best care possible.”

What emotions is she conveying?
  • Dr. Miles appears calm and more open to conversation: “I understand you thought what you were doing was right. But this is a situation where the standard right choice isn’t necessarily the good choice. . . Do you have a minute?”