Communication techniques that can help de-escalate conflicts and promote understanding in the health care setting.

Sample Answer

Two examples of communication techniques that can help de-escalate conflicts and promote understanding in the health care setting are Active Listening and using "I" Statements.

Active Listening 👂🏽

Active listening is a technique where the listener completely focuses on, understands, and responds to the speaker's message. In a healthcare conflict, this shows the patient or family member that their concerns are being taken seriously, which can often reduce anger and defensiveness.

How it works for de-escalation:

Focus on Nonverbal Cues: Pay attention to their tone, body language, and facial expressions.

Use Minimal Encouragers: Use brief verbal and nonverbal cues like "I see," "uh-huh," or nodding to show you're engaged without interrupting.

Reflecting/Paraphrasing: Restate what you heard in your own words ("So, if I understand correctly, you are frustrated about the long wait time and the lack of updates?"). This confirms you understood their message and allows them to correct any misunderstandings.

Summarizing: Briefly review the main points and feelings expressed. This validates their experience and helps move toward a solution.

Using "I" Statements 🗣️

"I" statements are a way of expressing a feeling or belief without blaming or accusing the other person. They focus on the speaker's internal state rather than judging the other's behavior. The general structure is: "I feel [emotion] when [specific behavior] because [reason]."

How it works for de-escalation:

Reduces Defensiveness: Unlike "you" statements ("You made a mistake," "You are being difficult"), which often trigger defensiveness, "I" statements focus on the impact of the situation on the speaker, making the message easier for the other person to hear.

Promotes Empathy: They help the patient or family understand your perspective or constraints.

Example for a healthcare provider: Instead of saying, "You need to calm down," try, "I feel concerned when voices are raised because I want to make sure we can focus clearly on finding the best plan for your mother." This communicates a boundary and a desire to help without accusing them of bad behavior.