Generally speaking, there’s a widely accepted consensus that conflict really isn’t fun. Like most bold statements, there are moments when that last sentence doesn’t ring true and I’ll admit that I am one to love a good debate or some friendly roasting. But regardless, the word conflict strikes a deep chord in the pit of my stomach as it typically has a poor connotation to it. Think of things like conflict management, conflict resolution, internal conflict -- the list goes on and not-so-gently spikes the level in my anxiety.

Point blank, conflict isn’t fun. But conflict is both inevitable and necessary. Even more so, conflict can help build better communication when approached with education and sensibility. In fact, the Center for Management & Organization Effectiveness’ study found that 76% of all participants reported conflict leading to positive results such as: 

• Improved approaches to problems
• Deeper insights with other participants
• Innovative ways for everyone to “win”

However, in a truly circular fashion, the only way to reap the communication benefits of conflict resolution is to understand the basic styles of communication, how they relate to resolution, and put them in practice. While this may seem elementary, it’s important to understand the styles of communication as they exist in all relationships and messaging, because not all styles help you effectively target and solve problems within your practice and beyond.

1.) Passive Communication

Passive communication allows for the speaker to avoid expressing opinions or bringing up anything that may insinuate conflict. There’s a level of self-preservation in this style of communication by wanting to make conflict “easy” for all other parties involved and thus failing to meet their own needs in the process. While this style of communication may look to be polite from the outside in, it fails to challenge any opinion or action that may need to be reconsidered, thus allowing others to “walk all over” the passive communicator. 

Extreme examples of what this may look like in a practice is:

• Offering a patient treatment, being met with conflict and dropping the subject
• Not following up on a treatment plan to “keep peace”
• Allowing patients to outwardly challenge team members
• Little communication with patients outside of the office to not bother them
• Allowing a small problem to persistently exist until it becomes too big to handle

2.) Aggressive Communication

Aggressive communication essentially directly opposes passive communication. The speaker is generally outspoken, opinionated, and fails to take the listener into consideration. Empathy is not the top of the list for aggressive communicators as they generally push to get what they want and may work impulsively to get it.

Extreme examples of what this may look like in a practice is:

• Challenging a patient on their decisions
• Pressing patients to accept treatment without helping them with their concerns
• Creating power dynamics with hierarchies
• Using shaming statements versus considerate statements in messaging
• Creating the urgency of a massive problem in a small problem

3.) Assertive Communication

Assertive communication is the most effective and ideal style of communication when it comes to problem solving. It emphasizes the importance of both the speaker and the listener’s needs by allowing the speaker to express their thoughts and opinions while being able to empathize with the listener’s needs and come to a common understanding. This allows for both parties to feel like they have equal power in the conflict and be able to own their opinions without being scrutinized for them.

What this may look like in a practice is: 

• Allowing a patient to question the need of their proposed treatments
• Helping a patient overcome hurdles that make it difficult to accept treatment
• Educating a patient on the timeliness of their treatment
• Regularly following up with patients to assess their health and needs
• Being realistic with problems and how to solve them

A massive part of being an assertive communicator in a practice is helping patients understand that their needs are your needs as well. By making the promise to work in healthcare, your #1 priority is to put your patient’s needs first and help them be able to attain proactive health. By targeting a patient's problems, let it be treatment, financial issues, fear, or other pain points, you’re helping them feel supported and heard throughout their health journey. Support can range from sending an email to educate your patient about their proposed treatment to sitting down with them to create a financial plan to be able to accept treatment. What matters most is that there is communication happening to help ease the patient’s anxieties however big or small they may be.

Remember -- effective communication is a two way street, even when you can’t directly see who you’re communicating with. Being able to empathetically assert need through conversation and messaging is a delicate skill, but with practice will allow you to yield the greatest solutions for both you and your patients.

Published August 19th, 2021 12:00 pm CST