Monday Morning Meeting: Tips for Handling Confrontation at Work

Monday Morning Meeting: Tips for Handling Confrontation at Work

No matter how good of a job you do or how hard you work, sometimes disagreements happen and knowing how to handle these issues can make or break a dental office. It is incredibly important to diffuse issues with patients so that they do not leave your office upset, angry, or frustrated. The last thing you want is for them to then vent about their experience with their colleagues, family, or friends. Or worse, they could vent their anger on your social media page for other patients and potential patients to see. Knowing how to diffuse a tense situation can help save you from a potentially embarrassing public relations experience.

Confrontation can be an extremely difficult experience for most people but with the proper tools in mind, your staff can be prepared to handle any upset patient’s needs.

Tips:

1. The most important tip is to handle this situation in private! Whether the patient is standing in the office or has called in on the phone, move the conversation somewhere where other patients won’t be able to hear the issue. 
2. Handle the issue immediately while the patient is still in the office or that day if the patient has already left. Leaving them to reflect on the experience will only give them time and ammunition to speak negatively about your office.
3. Handle each issue one at a time. Often, patients who are upset about one thing will have a laundry list of other issues as well and trying to take care of each at once can be confusing and frustrating. Instead, handle each issue individually before moving on to the next.
4. Approach the confrontation with an open mind. Different people have different perspectives and reactions to situations. Just because you might not get upset about something, does not mean the person does not have a legitimate complaint. Try to understand where the patient is coming from and sympathize with them.
5. Ask questions often and listen to the answers. Conflict can arise as a result of poor communication between two people and as a result, issues can escalate. When dealing with a confrontation, asking questions can help clarify a point or what was intended. This strategy will help prevent any loss of face and resolve the situation quickly.