The Q-TIP Method
Valerie Choniuk, MPA-HCA, CPXP
National Patient Experience Executive ? CAHPS Expert | Human-Centered-Design, Behavioral Science & Organizational Transformation ? Experience happens whether you focus on it or not—Choose wisely.
Everyone at some point has encountered a “difficult” patient or employee.?Often we think, “Why are they purposely giving me a hard time!?” In general, people do not mean to be intentionally “difficult”…but they may have difficult things they are going through. So, when emotions run high, it can be a challenge to stay cool, calm, collected...and compassionate...
?Try the Q-TIP Method: Quit-Taking-It Personally!
·????????If people don’t know you personally, then it is NOT personal
·????????People aren’t purposely GIVING you a hard time, they are HAVING a hard time
·????????Assume good intent because this is NOT about you
·????????Take a moment to think: “What may be behind their current behavior?”
You have the power to pause and reframe your approach, which can help their approach with you. THIS is experience, a human-centered experience, after all...
Driving improvement in patient experience at Cleveland Clinic
3 年I am all for the pause before reacting or speaking; giving others the benefit of doubt. And I agree with not taking things personally, especially from others that you do not have a personal relationship. However, there are times when the other person's behavior or communication is inappropriate and needs to be addressed, no matter the current environment.