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Ep. 25: Setting the Stage for Improved Patient Interactions
5 Plays4 months ago
Healthcare is full of unpredictable moments—but what happens before an interaction begins can determine whether it ends in conflict or connection. In this episode of Confidence in Conflict, Marcus (former healthcare security director) and Natalie (nurse practitioner and clinical team leader) explore the often-overlooked phase of the Unified Conflict Management Framework: Context, or pre-contact preparation.
Drawing from real-world scenarios, clinical experience, and evidence-based practices, they break down how preparing your mind, body, and intentions before engagement is one of the most effective strategies for staying safe, reducing stress, and achieving better outcomes.
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Transcript
Introduction to Conflict Management in Healthcare
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You're tuning into Confidence in Conflict, the podcast that empowers healthcare professionals with evidence-based strategies for managing challenging situations.
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I'm Marcus, former healthcare security director.
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And I'm Natalie, nurse practitioner and clinical team leader.
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Today, we're zeroing in on what might be the most powerful component of Vistalar's unified conflict management framework.
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What happens before you even make contact with another person?
Pre-Contact Preparation Essentials
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We're talking about context or pre-contact preparation, the mental preparation, communication style, and overall approaches that determine whether your next interaction goes smoothly or spirals into conflict.
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Natalie.
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This is about controlling the only thing you can truly control in any situation.
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Yourself.
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Exactly, Marcus.
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And here's what many healthcare professionals don't realize.
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Most conflicts are won or lost before the first word is spoken.
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How you prepare yourself mentally, emotionally, and physically sets the stage for everything that follows.
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This isn't just philosophy or positive thinking.
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Pre-contact preparation involves specific, teachable techniques that can dramatically improve your effectiveness and safety in challenging situations.
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And Marcus, what I find remarkable is how these preparation techniques work whether you're about to give difficult news to a family, approach an agitated patient, or have a tough conversation with a colleague.
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The principles are universal.
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Let's start with the fundamental concept.
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Natalie, when we talk about controlling the only thing you can, what exactly do we mean?
Influence of Mental and Physical State
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In any interaction, Marcus, there are countless variables you can't control.
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The other person's mood, their background, their stressors, sometimes the environment, interruptions, and time pressures.
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But there's one variable you have complete authority over, your own state of mind and body.
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And here's the key insight.
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Your internal state dramatically influences the external outcome.
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How you feel, think, and present yourself becomes contagious and affects everyone around you.
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Think about it this way.
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If you walk into a room feeling stressed, defensive, or frustrated, those emotions radiate outward and influence how others respond to you.
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But if you enter feeling calm, confident, and genuinely interested in helping, that energy is equally contagious.
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This is why pre-contact preparation isn't selfish or self-indulgent.
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It's actually one of the most generous things you can do for the people you're about to interact with.
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Let's break down the components of effective context involving pre-contact preparation.
Techniques for Effective Preparation
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The first element is about mental preparation, what Vestilar calls, be alert and decisive respond, don't react.
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Marcus, what does this look like in practice?
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Mental centering is about clearing your mind of distractions and focusing on the present moment and the specific interaction ahead.
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It's recognizing and setting aside the emotional residue from your last patient, your personal worries, or your concerns about what's happening later.
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I think of it as creating a clean slate.
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Whatever happened in the previous room or earlier in the day, this next person deserves the best version of me.
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Not a version that's still processing other situations.
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And centering involves checking in with your assumptions and expectations.
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Are you approaching this interaction with preconceived notions based on the person's diagnosis, their appearance, or what you've heard from other staff members?
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That's so important because our expectations often become self-fulfilling prophecies.
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If you expect someone to be difficult, you unconsciously communicate that expectation, which often triggers the very behavior you were trying to avoid.
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Let's talk about the physical component of pre-contact preparation.
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Natalie, how does your body preparation affect interaction outcomes?
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Your physical state sends immediate signals to everyone you encounter, Marcus.
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If your shoulders are tense, your jaw is clenched, or your breathing is shallow, people pick up on that stress even if they can't consciously identify what they're sensing.
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And physical tension often reflects and amplifies mental tension.
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When your body is relaxed and grounded, it's easier for your mind to stay calm and focused.
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I use what I call a body scan before entering challenging situations.
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Starting from the top of my head and working down, I notice where I'm holding tension and consciously release it.
Environmental and Expectation Management
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Posture is crucial too.
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Standing or sitting with your feet firmly planted, shoulders back but relaxed, and hands open rather than clenched, sends signals of confidence and openness rather than defensiveness or aggression.
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Let's dive deep into breathing techniques, because this might be the most immediately powerful tool for pre-contact preparation.
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Marcus, why is breath control so effective?
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Breathing is the bridge between your conscious and unconscious nervous systems, Natalie.
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It's the one autonomic function you can control voluntarily.
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And when you change your breathing pattern, you directly influence your stress response.
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When we're stressed or anticipating difficulty, our breathing becomes shallow and rapid, which signals our brain that we're in danger.
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This triggers the fight-or-flight response, which makes us less capable of complex thinking, empathy, and effective communication.
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But when you deliberately slow and deepen your breathing, you activate the parasympathetic nervous system, which promotes calm, clear thinking, and emotional regulation.
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The technique I use most is what's called box breathing or autogenic breathing.
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You inhale for four counts, hold for four counts, exhale for four counts, and hold for four counts.
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Then repeat the cycle.
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What's great about this technique is that it's invisible to others and can be done anywhere.
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Walking down a hallway, standing outside a patient room, even while listening to someone speak,
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And the effects are almost immediate.
Adapting Preparation to Context
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Within just a few breath cycles, you can feel your heart rate slowing, your muscles relaxing, and your mind becoming clearer.
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Let's talk about scripting and mental rehearsal.
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This doesn't mean memorizing exact words, but rather preparing your approach and responses so that you can respond appropriately instead of reacting unpredictably.
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Natalie, how do you use mental rehearsal effectively?
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Mental rehearsal involves thinking through the interaction you're about to have and considering different scenarios that might unfold, Marcus.
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It's like having a GPS for the conversation.
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You know your destination and you've considered various routes to get there.
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For example, if you're about to give a patient test results that aren't what they were hoping for, you might rehearse how you'll deliver that information, how you'll respond to different emotional reactions, and what support resources you'll offer.
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The key is preparing for flexibility rather than rigidity.
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You're not scripting every word, but you're thinking through your opening approach, key points you need to communicate, and how you'll handle potential challenges.
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And rehearsal helps build confidence.
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When you've mentally walked through different scenarios, you feel more prepared and less anxious about the interaction.
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Let's address something important, intention setting.
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Before any significant interaction, it's valuable to clarify your intentions and goals.
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Marcus, why is this so crucial?
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Intention setting helps ensure that your actions align with your training, experience, and professional objectives, Natalie.
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It's easy to get pulled into reactive patterns when situations become challenging, but when you've clearly defined your intentions, you're more likely to stay on track.
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For example, before approaching an agitated patient, I might set intentions like, I want this person to feel heard and respected, I want to understand their concerns, and I want to find a solution that works for everyone.
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Those intentions then guide your behavior throughout the interaction.
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When you feel yourself getting frustrated or defensive, you can return to those intentions and ask yourself, what response would best serve these goals?
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An intention setting helps you separate your ego from the interaction.
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It's not about winning or being right.
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It's about achieving outcomes that serve everyone involved.
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Also, mental preparation through positive self-talk is just as important.
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Telling yourself, I got this, I'm ready, and I know what to do, goes a long way to preparing yourself for a contact.
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Yes, I am familiar with that technique.
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I use it a lot, and it really helps guide your overall performance.
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Let's talk about
Values, Teamwork, and Cultural Competence
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environmental awareness as part of context.
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How does assessing your surroundings factor into this process?
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Environmental awareness means considering how the physical space might affect the interaction, Marcus.
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Is it private or public?
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Noisy or quiet?
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Are there potential distractions or interruptions?
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And you want to consider safety factors, too.
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Are there potential hazards or escape routes?
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Is the lighting adequate?
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Is the space arranged to promote communication?
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Or does it create barriers?
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Sometimes you can modify the environment to support better outcomes.
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Maybe you can close a door for privacy, adjust lighting, or rearrange seating to feel more collaborative.
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And when you can't change the environment, at least being aware of its challenges helps you adapt your approach accordingly.
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Let's discuss emotional preparation, which might be the most challenging aspect of pre-contact prep.
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Marcus, how do you prepare emotionally for difficult interactions?
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Emotional preparation starts with honest self-assessment.
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Natalie, how are you feeling right now?
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Are you tired, stressed, frustrated, or distracted?
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Are you carrying emotions from previous interactions or personal situations?
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and it's important to acknowledge those emotions without judgment.
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Feeling stressed or concerned doesn't make you unprofessional.
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It makes you human.
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But being aware of those feelings helps you manage them more effectively.
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Sometimes emotional preparation involves permitting yourself to feel whatever you're feeling while also choosing how you'll express or channel those emotions.
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For example, if I'm feeling frustrated about a system problem that's affecting patient care, I can acknowledge that frustration while choosing to channel it into problem-solving energy, rather than irritation toward the patient.
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Let's talk about managing expectations, both your own and others.
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How does expectation management fit into pre-contact preparation?
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Managing your own expectations means being realistic about what you can accomplish in a single interaction, Marcus.
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You might not be able to solve every problem or make everyone happy, but you can treat people respectfully and work toward positive outcomes.
Technology and Experience Level in Preparation
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And sometimes you need to prepare for the possibility that despite your best efforts, the interaction might not go smoothly.
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That's not a failure.
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It's just reality when working with human beings under stress.
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Managing others' expectations often happens in the first few moments of an interaction.
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Setting realistic timeframes, explaining your role and limitations, and clarifying what you can and can't do helps prevent disappointment and conflict later.
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Let's address something that's particularly relevant in healthcare.
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How to prepare for interactions when you have limited information about the person or situation.
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This happens constantly in healthcare, Marcus.
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You might be responding to a call for help, walking into a room where something's wrong, or dealing with someone who can't communicate clearly due to their condition.
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In these situations, the being alert and decisive mindset, being prepared for anything, supports maintaining composure and flexibility rather than anxiety or defensiveness.
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And you can prepare general approaches that work in most situations, respectful greeting, calm presence, willingness to listen, and focus on understanding before being understood.
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The key is preparing your state of mind and not just specific responses.
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You want to be centered, calm, and ready to adapt to whatever you encounter.
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Let's talk about time management and contacts during pre-contact preparation.
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Marcus, how do you balance the need for preparation with the reality of busy healthcare environments?
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This is crucial because most pre-contact preparation doesn't require long periods of time, Natalie.
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We're talking about 30 seconds to 2 minutes of intentional preparation that can transform a difficult
Feedback and Avoiding Over-Preparation
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interaction.
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And you can often prepare while you're already in motion, centering yourself while walking down a hallway, doing breathing exercises while reviewing a chart, or setting intentions while gathering supplies.
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The key is making preparation a habit rather than an extra task.
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When it becomes automatic, it doesn't feel like additional work.
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It just becomes part of how you approach your job.
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And the time you invest in preparation almost always saves time in the long run by preventing conflicts, misunderstandings, and escalations that would require much more time to resolve.
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Let's discuss preparation for different types of interactions.
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Does your preparation change depending on whether you're dealing with a medical emergency, an upset family member, or a routine procedure?
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The core elements remain the same, Marcus.
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Centering, breathing, mental rehearsal.
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But the specific focus might vary depending on the situation.
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For medical emergencies, preparation might emphasize calm competence and clear communication under pressure.
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For upset family members, it might focus on empathy and patience.
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For routine procedures, it might center on presence and professionalism.
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But in all cases, you're preparing to show up as your best self and to respond thoughtfully rather than reactively to whatever unfolds.
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Let's talk about recovery and reset between interactions.
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Natalie, how do you prepare for your next interaction when you've just finished a challenging one?
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This is so important, Marcus, because emotional residue from one interaction can contaminate the next if you don't actively reset.
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I use what I call a transition ritual.
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Even if it's just 30 seconds in a supply closet or bathroom,
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What does that ritual look like?
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First, I use positive self-talk to recenter and acknowledge what just happened.
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That was intense and I handled it well.
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Or, that was difficult and now it's over.
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Then I do some physical release.
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Maybe shake out my hands, roll my shoulders, and take three deep breaths.
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Finally, I set an intention for starting fresh with the next person.
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That physical release is crucial because difficult interactions often leave tension stored in our bodies.
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If you don't release that tension, you carry it into the next situation.
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And it's important to give yourself credit for handling challenges well, even if the outcome wasn't perfect.
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Building confidence in your abilities helps you approach the next
Scientific Support and Implementation Steps
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situation with more composure.
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Let's discuss preparation for predictably difficult conversations.
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When you know you're about to have a challenging interaction, how does your preparation change?
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When I know something will be difficult, maybe delivering bad news or addressing a complaint, I spend more time on mental rehearsal and emotional preparation, Marcus.
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I might think through the person's likely concerns and prepare empathetic responses.
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And you might prepare support resources in advance, knowing who you can call for backup, what options you can offer, or what information you'll need to have readily available.
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I also prepare myself emotionally for strong reactions.
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If I expect someone might cry, get angry, or become demanding, I can mentally rehearse, staying calm and compassionate rather than getting defensive or overwhelmed.
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That preparation doesn't mean you expect the worst.
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It means you're ready to respond effectively, whatever happens.
00:15:58
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Let's talk about the role of values and purpose in pre-contact preparation.
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Marcus, how does connecting with your deeper motivations affect your readiness?
00:16:08
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This is profound, Natalie.
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When you remind yourself why you chose health care to help people, to make a difference, to provide comfort during difficult times, it puts difficult interactions in perspective and fuels your patience and compassion.
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I sometimes remind myself that the person I'm about to encounter might be having the worst day of their life.
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They might be scared, in pain, or facing devastating news.
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That perspective helps me approach them with grace rather than judgment.
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And remembering your professional identity,
Leadership's Role in Encouraging Preparation
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that you're a healer, a helper, a problem solver, helps you show up with confidence and purpose rather than anxiety or defensiveness.
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It transforms the interaction from something that's happening to you into something you're actively choosing to engage in with skill and compassion.
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Let's address something that many health care workers struggle with.
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How to prepare when you're already feeling overwhelmed or burned out.
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This is when preparation becomes even more important, Marcus, not less.
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When you're running on empty emotionally, you don't have the luxury of just winging it through difficult interactions.
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But the preparation might need to be modified.
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Instead of elaborate mental rehearsal, it might just be three deep breaths and a reminder of one core intention.
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And sometimes the preparation involves honest acknowledgement of your limitations.
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I'm not at my best today, but I can still treat this person with respect and do my job competently.
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The key is working with your current state rather than pretending you feel differently than you do.
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Let's talk about team preparation.
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How can groups of healthcare workers prepare together for challenging situations?
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Team preparation is powerful because it creates shared understanding and mutual support, Natalie.
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Before entering a particularly challenging situation, maybe a family meeting about end-of-life care, the team might briefly discuss roles, approaches, and backup plans.
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And team members can help each other with preparation.
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A colleague might notice that you seem stressed and offer to take a difficult case.
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Or they might remind you of a successful approach you've used before
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Team preparation also includes making sure everyone understands the goals and approaches being used so there's consistency in how the situation is handled.
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Let's discuss the relationship between pre-contact preparation and cultural competence.
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How do you prepare differently when working with diverse populations?
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Cultural preparation involves considering how your approach might be received by people from different backgrounds, Natalie.
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What communication styles, authority relationships, and personal space preferences might affect the interaction?
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And it's important to prepare with humility and curiosity rather than assumptions.
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You might know something about someone's cultural background, but every individual is unique.
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Sometimes preparation involves arranging for interpreters, cultural liaisons, or other resources that will support effective communication.
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And when you're not sure about cultural preferences, you can prepare to ask respectful questions rather than making assumptions.
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Let's talk about technology and pre-contact preparation.
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How do electronic health records, communication systems, and other technologies factor into your preparation?
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Technology can either support or undermine preparation, Marcus.
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When used well, it gives you important information about the person you're about to interact with, their medical history, previous concerns, family dynamics, or communication preferences.
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But technology can also be a distraction.
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If you're so focused on the computer screen that you don't prepare mentally and emotionally, you might have all the information but miss the human connection.
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I try to review information first, then set the technology aside for a moment to center myself and set intentions before making contact.
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And sometimes preparation involves deciding how you'll use technology during the interaction.
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Will you maintain eye contact or will you need to reference information?
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How will you balance efficiency with connection?
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Let's address something important.
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How pre-contact preparation changes based on your experience level.
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Does preparation look different for new healthcare workers versus experienced professionals?
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New health care workers need training, applying different scenarios using prepared scripts.
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They also need more time for preparation because they're still building confidence and don't have as many mental templates for handling different situations, Natalie.
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But experienced workers need preparation too.
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Sometimes more because they might have developed habits or assumptions that aren't serving them well.
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and experienced workers have the advantage of being able to draw on past training and successes.
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They can remind themselves of similar situations they have handled well during training and on the job.
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The key for everyone is avoiding complacency.
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No matter how experienced you are, each interaction deserves intentional preparation.
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Let's talk about measuring the effectiveness of your preparation.
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How do you know if your pre-contact prep is working?
00:21:09
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The three criteria we've discussed before apply here too, Marcus.
00:21:14
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Did it look good?
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Did it feel good?
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Did it work?
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You can also notice internal indicators.
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Do you feel more confident and calm when you prepare versus when you don't?
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Are you less reactive when unexpected things happen?
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And external feedback matters too.
00:21:29
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Do colleagues notice that you handle difficult situations well?
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Do patients and families respond positively to your approach?
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Over time, you can track whether your conflict rates, stress levels, and job satisfaction improve with consistent preparation practices.
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Let's discuss common mistakes in pre-contact preparation.
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What should people avoid?
00:21:50
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One mistake is over-preparing to the point of creating anxiety rather than confidence, Natalie.
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Preparation should calm you, not stress you out.
00:21:58
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Another mistake is preparing for the worst-case scenario and then approaching every interaction as if that scenario is likely.
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Most interactions go fine when you prepare appropriately.
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And some people prepare intellectually but forget about emotional and physical preparation.
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You need all three components working together.
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Also, preparation shouldn't start with scripting, but it shouldn't confine you to them.
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They give you a basis to start, but you're preparing flexibility and readiness, not rigid responses.
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Let's talk about advanced preparation techniques.
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For people who've mastered the basics, how can they take their preparation to the next level?
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Advanced preparation might involve studying patterns in your own responses and preparing specifically for your personal triggers or challenges, Marcus.
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You might also develop situation-specific preparation routines, different approaches for emergencies, family meetings, shift changes, or particularly challenging patient populations.
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and advanced practitioners often become preparation mentors, helping colleagues develop these skills and creating team cultures that value intentional readiness.
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Let's address the research behind these preparation techniques.
00:23:11
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Natalie, what does the science tell us about why preparation works?
00:23:15
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The research on mindfulness, stress physiology, and emotional regulation all supports these preparation techniques, Marcus.
00:23:23
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When you prepare intentionally, you're literally changing your brain chemistry in ways that promote better thinking and emotional control.
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Studies on visualization and mental rehearsal show that imagining successful performance actually improves actual performance by creating neural pathways and building confidence.
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And research on breathing techniques demonstrates measurable changes in stress hormones, heart rate variability, and cognitive function.
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VISTALAR has tracked outcomes in organizations that emphasize pre-contact preparation, and the results consistently show reduced incidence, improved satisfaction, and better staff well-being.
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As we start to wrap up, let's give our listeners some concrete steps for implementing better pre-contact preparation immediately.
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Start with the basics, Natalie.
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Before your next challenging interaction, take three deep breaths, check your posture, and set one clear intention.
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Practice the transition ritual between patients.
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Acknowledge what just happened, release physical tension, and start fresh with the next person.
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Spend 30 seconds before entering any patient room asking yourself, how do I want to show up?
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What does this person need from me?
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Notice your assumptions and expectations.
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Are you approaching this interaction with preconceived notions that might influence the outcome?
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And remember that preparation is a skill that improves with practice.
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Don't expect perfection immediately, but do commit to consistent effort.
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For organizations looking to emphasize preparation as part of their culture, consider making it part of training programs, shift huddles, and performance discussions.
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And leaders should model good preparation practices.
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When supervisors and managers demonstrate intentional readiness, frontline staff are more likely to adopt these approaches.
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The beautiful thing about pre-contact preparation during the context phase of an interaction is that it's completely within your control.
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You don't need permission, additional resources, or organizational changes to start implementing these techniques immediately.
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And the benefits extend far beyond work.
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The centering, breathing, and intention-setting skills that help you handle difficult patients also help you navigate challenges in your personal life.
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Remember that preparation isn't about controlling outcomes.
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It's about showing up as your best self, regardless of what happens next.
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When you prepare intentionally, you're not just improving your own experience, you're creating conditions for better outcomes for everyone involved.
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Every person you encounter deserves the best version of you, and pre-contact preparation is how you ensure they get it.
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Whether you're about to enter a routine interaction or face a crisis, taking a moment to center yourself, breathe deeply, and set positive intentions can transform both the process and the outcome.
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And here's something remarkable.
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The more you practice preparation, the more natural it becomes.
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Eventually, centering and breathing become automatic responses to challenging situations rather than extra tasks you have to remember.
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For our listeners who sometimes feel overwhelmed by the demands of health care, remember that preparation actually reduces stress rather than adding to it.
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When you're prepared, you feel more confident and capable.
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Thank you for joining us for this deep dive into pre-contact preparation.
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These techniques have transformed how I practice nursing and how I approach all challenging conversations.
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If you found this episode helpful, please share it with colleagues who might benefit from these strategies.
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And as always, don't forget to follow, rate, and leave a review on your favorite podcast platform.
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Join us next time on Confidence in Conflict as we explore the power of the universal greeting, how one simple habit can shape outcomes and reduce hostility from the very first moment of contact.
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Until then, remember that every interaction is an opportunity to practice these preparation skills.
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Start small, be consistent, and trust in your ability to show up with intention and skill.
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This podcast uses synthetic voices to share Vistalar's training and communication strategies.