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Resolve conflict before it leaves your office
Prevent bad online reviews by following a six-step strategy to resolution.
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Bad reviews result from an unresolved conflict that causes a person to be angry enough to shout it out to the cyber world. The reality is that conflict is a part of life. In life we simply cannot avoid conflict. Anywhere you look, from our office to our home, our human nature will lead us to be in disagreement with one another at some moment in time.
Effectively and efficiently resolving a bad situation can create a stronger relationship, be it with patients, staff or spouses, in person or online. Being knowledgeable of these skills will allow you to help calm others.
Be aware
The earlier you are aware that you are being dragged in into a conflict situation the better you can manage your response and your emotions. Be self-aware of your reaction and how you manage these types of situations, because this will dictate how successful you are at managing conflict.
Understand that you can manage these situations better when you are calm.
Manage yourself before others
Before you speak or write a reply, you need to be in an objective frame of mind and ready to hear/see the other side. Calm your emotions and realize that you are human and that your feelings will get in the way.
The sooner you can control your emotions, the better you will be at seeing the problem from a third person’s point of view.
Ask
Do not assume you are right and the other person is wrong. Ask and seek different perspectives. Be curious about why the other party feels that way.
Ask what is relevant and important, and by doing this you will not only gain a better perspective of the other person’s argument, you will also show you care.
Acknowledge
Listening and acknowledging the point of view that is being stated by the other person is a surefire way to start to de-escalate any argument.
One often-used trick is to verbalize what the person is telling you and ask them if this is correct.
Do not seek a winner or a loser
Conflict creates two losing situations. When we remove the need to win or make the other person lose we are able to understand where the difference in opinion lies.
Be aware that any response can trigger a negative opinion, and that the person with whom you might have a conflict is not equipped with your knowledge.
One at a time
In a conflict situation where emotions flare, you have to break down the argument into pieces. This will be a more effective way to manage the whole story.
Stick to one point and seek resolution before you go to the next.
Share your perspective and understanding of the situation once the other person is calm. Even if you both disagree on a resolution, this six-point strategy can help guide you to common ground and a starting point for a resolution. Do your part and begin seeking a resolution to the problem from the point you both share and create a situation where both points are valued (not necessarily right).
As a doctor we hear people complaining all day, day in and day out. It often leads us to emotionally tune out the other person and rush through our day. People do not like to complain, but when they do you should listen; it might just be the best practice management advice for free.
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- Agustin L. Gonzalez, OD, FAAO, is in private practice in Dallas, serves as adjunct faculty at InterAmerican University and is a member of the Primary Care Optometry News Editorial Board. He can be reached at AG@TXEyeDr.com.
Disclosure: Gonzalez is a managing partner in www.FourTimes52.com.