From Friction to Focus: Empowering Ambulatory Teams Through Change, Communication, and Care
Our Roadmap
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Foundational Skills
Conflict Resolution
Emotional Control
4 Self Image
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6
Professional Presence
Teamwork/ Breakout
Physician
Medical Student Nursing Student EMT PCA Volunteer
Eric Barna MD MPH Professor of Medicine and Medical Education Director of Education: Mount Sinai International
Case: “The Frustrated Follow-Up” Mr. James, arrives for a follow-up appointment at a busy ambulatory clinic. He is visibly upset at the front desk. His lab results were delayed, and he says he waited on hold for 20 minutes trying to get answers last week. When the front-desk staff explains that the results are still pending, he raises his voice and says, ,
“You people never call back! No one here cares about patients.”’ In groups of 2-3 individuals: Please identify some communication strategies you can use to de-escalate this situation.
Icebreaker
STEP 1: Strengthen your Foundational Skills
Communication is the foundation of all relationships, personal or professional. Before we begin, I want you to remember that this one hour together is a safe space to reflect on behaviors, share stories, and learn from one another.
Foundations of Effective Communication
Self-Esteem ❑ Self-worth, confidence and value ❑ Strong correlation with communication ❑ Can be improved with self reflection, positive habits and mindset shifts
Why Communication Matters ❑ Effective communication is foundational to patient satisfaction and teamwork. ❑ It prevents misunderstandings that can lead to conflict. ❑ Patients rely on clear communication to build trust and ensure safety.
❑ Colleagues depend on effective communication for coordinated, highquality care.
STEP 2: Build your Conflict Resolution Toolkit
Think about a recent conflict or tense moment you experienced at work. What made it challenging — and what helped, even a little? REMEMBER ……. 1) Conflict is Inevitable: We work in a busy, stressful healthcare environment with different personalities, high stakes and workload pressures. 2) Resolution Mindset: Conflicts should be problems that we solve together not a battle that we want to win. 3) Conflict is not always negative: if handled properly it can lead to constructive change
❑ Stay Calm and Professional ✓ never yell back, take deep breaths
❑ Active Listening and Understanding ✓ “So, you're upset about the wait time”
❑ Empathize and Acknowledge ✓ “I can see why you feel that way”
❑ Find Common ground ✓ “What do you think would help?”
❑ Set Boundaries ✓ “I want to help you, but I cannot do so while being yelled at. Let's both take a moment and then talk calmly..”
❑ Know When to Escalate ✓ In rare cases (threats of violence, or if de-escalation fails) follow safety protocols, involve security or your supervisor and remember that your safety and the patient safety comes first…
Conflict Resolution Techniques
Conflict styles: (avoiding, accommodating, competing, collaborating, compromising) The most productive approach is collaborative Emotional Intelligence: Resolving conflict requires awareness of emotions (yours and the others’). The most productive approach is to pause before reacting, recognize your triggers and practice empathy.
“The goal isn’t to win the conflict— it’s to protect the relationship.”
Step 3: Managing Anger to Preserve Safety
Pause + Breathe Use positive self talk Re-focus
Take a Time-Out Step away Regain composure
Its not Personal Stay empathetic
“Anger doesn’t solve anything. It builds nothing, but it can destroy everything.” — Lawrence Douglas Wilder Remain Calm Speak softly
Listen First
Let them feel heard
Be Professional Cool/Respectful
“How we show up is how we’re remembered. In healthcare, presence and attitude are as healing as any medicine.”
Step 4:Self-Esteem, Self-Image, and Your Professional Presence
What is self esteem?
Self-esteem is how we see and value ourselves — our inner sense of worth and self-confidence.
❑ Professional Self Image: Maintaining a professional appearance plays a critical role in patient and team interactions. ✓ Appearance is not about vanity it sends nonverbal signals. An attentive, well groomed staff member appears confident and capable which puts patients at ease and allows for trust.
❑ Positive Disposition: Maintaining a positive attitude (even during stressful days) improves patient experience and team morale. ✓ Self Awareness: Think about your own mood/tone ✓ Self Talk: Use this skill to celebrate successes “I handled that difficult situation well”
“Patients may forget your words, but they’ll never forget how you made them feel.” — Maya Angelou
Projecting Confidence: The Power of Professional Presence
What does “Professionalism” mean to you?
Acting with integrity, respect, and responsibility; maintaining competence and composure; and consistently representing yourself and your organization with excellence.
Professionalism encompasses the attitudes, behaviors, and standards that are expected of healthcare workers. It’s about how we do our jobs and how we treat others, not just our technical skills.
Core Professional Standards in Healthcare Respect and Courtesy
Communication & Honesty
Treat everyone with respect, politeness, and cultural sensitivity. Value patient autonomy and privacy, ensuring confidentiality and appropriate boundaries.
Communicate clearly, truthfully, and transparently. Admit mistakes promptly and seek answers when unsure, as honesty builds essential trust.
Accountability
Reliability and Punctuality
Take responsibility for your duties and promptly correct errors. Owning your actions is a hallmark of professionalism, building trust with team members and patients alike.
Be punctual and prepared, as coworkers and patients depend on your consistent reliability. This commitment demonstrates professionalism and dedication.
Professional excellence hinges on respect, honesty, accountability, and reliability – principles that forge trusted healthcare professionals.
Teamwork and Collaboration in Healthcare Work cooperatively with all colleagues, both clinical and administrative. Professionalism means recognizing everyone's role in patient care and collaborating without ego. Offer help to teammates and be open to feedback.
Cooperative Spirit Work together across all roles clinical and administrative staff are equally vital to patient care success.
Ego-Free Collaboration Recognize everyone's contribution and collaborate without hierarchy. Every role matters in delivering quality care.
Mutual Support Offer help to teammates proactively and remain open to feedback. Growth happens through shared learning.
Healthcare is a team sport, not a solo act.
Interactive Breakout Session Scenario: A patient in the clinic waiting area becomes angry because their appointment is delayed. They begin raising their voice at the front-desk receptionist, accusing the staff of forgetting about them. The receptionist, feeling stressed, responds curtly. A medical assistant and physician in the area notice the commotion.
In Small Groups of 3: Think Discuss the Following for ~3-5 minutes: What should the staff (receptionist, and others who overhear) do in this situation to professionally manage the conflict and the patient’s anger? How can they apply effective communication and de-escalation techniques? What could they do differently to prevent the situation from escalating further? Consider the perspective of the patient as well – why might they be angry and what response might reassure them?
L.A.S.T. (Listen, Apologize, Solve, Thank) for handling upset patients – Listen to the concern, Apologize for the inconvenience, Solve the problem (or explain next steps), Thank the person for their understanding.
VALUED for conflict resolution (Validate, Ask, Listen, Uncover, Explore,
Decide) – highlighting the importance of validation and collaboration in resolving conflicts.
Be P.R.O. (Professional, Respectful, Open) – to stay professional, show respect, and keep an open communication line in difficult situations.
KNOW: Effective communication and professionalism build trust, resolve conflict, and strengthen teamwork in healthcare.
DO: Use empathy, calm communication, and collaboration to de-escalate conflict and model professional behavior.
FEEL: Confident, empowered, and valued as a positive force for patient and team well-being.
“Patients may forget your words, but they’ll never forget how you made them feel.” — Maya Angelou