How to Handle Workplace Confrontation
The medical workplace can be tough to navigate. Patients can be difficult, their situations can be stressful. We have to deal with long hours, insurance minefields and more. But medical professionals across the board seem to also be dealing with the increasing incidence of workplace confrontation. This hostility may be overt, like two staff members fighting in the office; but can also be a lot more insidious, when it takes the form of gossip or speaking badly about colleagues, whether in our offices or in another practice.
While this trend seems to be common across our society – in general, we seemingly have less patience and more disdain for those we disagree with – in a medical office, there may be some underlying factors that are associated with the change in how practices are structured. With less physicians having their own practice, and thus being the obvious “person in charge”, the new model makes the physicians all employees of the organization. A practice run by a physician is more likely to have a chain of command – the name on the door is the one who gets to decide the culture of the office, and therefore can step in and confidently deal with the confrontational issues. However is a group environment, with several physicians, an office manager, perhaps a facility director; it becomes less clear when it is appropriate for someone to address an office environment to make positive change. This may be even more difficult for a locum tenens, who may be a short term or part time person – when is it appropriate to address the problem?
Not all confrontation is bad or negative; the interaction can actually result in a very positive outcome if handled properly. Experts say that the best way to handle a problem you have with a colleague is a direct encounter. But before you approach the offender for a conversation, calm down and assess the situation. .
- Never confront right at the time of offense, when you are likely to over-react. Cool off, for a few hours – or days until emotions won’t drive the conversation.
- Determine the cause of your feelings – is it a clash of personalities, of ethics or a power struggle based on career and control?
- Consider they may not know that they are causing harm; don’t assume they do before they respond and speak their mind.
- Try to see the situation from their perspective. Empathy works wonders. Try opening with “I understand your frustration with…”
- Stay calm, and speak evenly. Don’t take emotional bait.
Working in the medical field can be inherently stressful; but working in close proximity to unhappy, dramatic or abrasive people can make it seem nearly unbearable. Take the time to assess a chain of command, no matter how informal and take a few deep breaths. If the situation needs addressing, do so with tact and a calm demeanor. You may just find that you can resolve situations and create a better workplace for everyone, including your patients.