Instead of this… |
Try this… |
Explanation |
|---|---|---|
“Mrs. Stein called me today with some questions about Mr. Stein’s care, she tells me he’s getting antibiotics, which is an option we discussed and decided against. I’d like to understand why you got that order for antibiotics.” |
“Mrs. Stein called me today because she was concerned that Mr. Stein was getting antibiotics. I know you have cared for him for a long time, so it would be helpful to your perspective on the situation. Do you have a moment?” |
This still provides context for the discussion at the beginning (concerns about the antibiotics), but it uses a respect statement early to build rapport with Ms. Adams. It also uses a neutral question to elicit Ms. Adams’ perspective. Usually your team member has important information and reasoning for their actions. Leveling the power differential by using a collaborative tone will also start things off on the right foot. |
“I understand you thought you were doing what was right. But this is a situation where the standard right choice isn’t necessarily the good choice.” |
“It sounds like you really care about Mr. Stein and want to give him the best care possible. I think the goals for Mr. Stein are changing. Would it be helpful to share my recent conversations with Mrs. Stein?” |
Using the word “but” often discounts the preceding comment. Eliminating the “but” and replacing it with a respect statement acknowledges Ms. Adams’ positive intentions. Ms. Adams has incomplete information and asking her permission to share your new information may help her see things from a new perspective. |
The remainder of this module will present skills that Dr. Miles’ could practice to ensure more effective management of interprofessional conflicts.
© 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.
