How can you manage hostile interactions with healthcare professionals?

1 Understand the causes

Hostility from healthcare professionals can stem from various factors, such as workload, stress, burnout, personality, bias, or misunderstanding. While this does not justify their behavior, it can help you empathize and avoid taking it personally. Try to see the situation from their perspective and acknowledge their challenges and emotions. This can help you defuse tension and build rapport.

2 Stay calm and respectful

When faced with hostility, it is natural to feel angry, defensive, or fearful. However, reacting in kind can escalate the conflict and damage the relationship. Instead, try to stay calm and respectful, even if you disagree or feel hurt. Use a polite and professional tone, maintain eye contact, and avoid raising your voice or making accusations. Breathe deeply, count to ten, or take a break if you need to calm yourself.

3 Clarify your role and goals

Sometimes, healthcare professionals may be hostile because they perceive you as a threat, a nuisance, or an interference. They may not understand your role as a patient advocate or your goals for your client. To avoid confusion and resentment, clarify your role and goals at the beginning of the interaction. Explain who you are, what you do, why you are there, and what you hope to achieve. Emphasize that you are not there to challenge or criticize them, but to collaborate and support them.

4 Listen and ask questions

Listening and asking questions are essential skills for patient advocates, especially when dealing with hostility. Listening shows that you care and respect the other person's point of view, while asking questions helps you clarify and understand their concerns and needs. Use open-ended questions, such as "How do you feel about this situation?" or "What are the barriers to providing this service?" to elicit more information and feedback. Use reflective statements, such as "It sounds like you are frustrated by the lack of resources" or "I can see that you are worried about the patient's condition" to show that you are listening and empathizing.

5 Negotiate and compromise

Sometimes, hostility may arise from conflicting interests or expectations between you and the healthcare professional. For example, you may want your client to receive a certain treatment or service, while the healthcare professional may have a different opinion or recommendation. In such cases, you may need to negotiate and compromise to find a mutually acceptable solution. Use a collaborative and respectful approach, rather than a confrontational or demanding one. Focus on the common goal of improving your client's health and well-being, rather than on winning or losing. Explore options and alternatives, rather than insisting on one outcome. Be flexible and willing to make concessions, but also stand firm on your client's rights and needs.

6 Seek support and feedback

Dealing with hostility can be emotionally draining and exhausting for patient advocates. It can also affect your confidence and performance. Therefore, it is important to seek support and feedback from your peers, mentors, supervisors, or other sources of professional guidance. Share your experiences and feelings, ask for advice, and learn from others who have faced similar situations. Seek constructive feedback on how you handled the interaction and how you can improve your skills and strategies. Also, take care of yourself and practice self-care activities, such as relaxation, exercise, or hobbies, to cope with stress and burnout.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?