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Ep. 32: Conflict Trigger Guards
5 Plays2 months ago
Emotional triggers can derail even the most skilled healthcare professionals—but with the right tools, they don’t have to. In this episode of Confidence in Conflict, Natalie (nurse practitioner and clinical team leader) and Marcus (former healthcare security director) explore the role of emotional intelligence in managing conflict at the bedside, in team dynamics, and across healthcare organizations. Drawing on neuroscience, Vistelar’s proven training strategies, and real-world examples, they unpack how “trigger guards” and empathy-based communication can turn tense moments into opportunities for trust and safety.
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Transcript
Introduction to Emotional Intelligence in Healthcare
00:00:04
Speaker
Welcome back to Confidence in Conflict.
00:00:06
Speaker
I'm Natalie bringing extensive frontline nursing experience to the conversation today.
00:00:11
Speaker
And I'm Marcus, your co-host with a background in healthcare security.
00:00:15
Speaker
Today we're delving into one of the most critical yet often overlooked aspects of healthcare conflict management, emotional intelligence and understanding triggers, including our own triggers and the triggers of others.
Challenges in Managing Emotional Triggers
00:00:26
Speaker
You know, Marcus, in all my years in critical care, I've seen brilliant clinicians completely derail a patient interaction because they couldn't manage their own emotional response to a trigger.
00:00:38
Speaker
And it's not their fault.
00:00:40
Speaker
Nobody really teaches us this stuff in nursing school.
00:00:43
Speaker
Absolutely.
00:00:44
Speaker
And from a security perspective, I've watched conflicts escalate from zero to crisis in seconds, not because of the original issue, but because someone's emotional trigger got activated and they went into reaction mode instead of response mode.
00:00:56
Speaker
That's exactly what we're going to unpack today.
00:01:00
Speaker
We'll explore those things that set people off.
00:01:05
Speaker
Emotional triggers and what they look and sound like in healthcare settings.
00:01:09
Speaker
How to recognize them in ourselves and others.
00:01:12
Speaker
And most importantly, practical tactics for avoiding or managing them before they derail important patient care conversations.
Importance of Emotional Intelligence
00:01:20
Speaker
Whether you're dealing with an anxious family member, a frustrated colleague, or even your own stress response during a code blue, understanding emotional intelligence isn't just nice to have.
00:01:31
Speaker
It's essential for providing safe, effective health care.
00:01:34
Speaker
So grab your coffee, find a comfortable spot, and let's get into it.
00:01:38
Speaker
All right, Natalie, let's start with the basics.
00:01:42
Speaker
When we talk about emotional triggers in health care, what exactly are we dealing with?
00:01:46
Speaker
Great question, Marcus.
00:01:48
Speaker
Emotional triggers are specific stimuli.
00:01:51
Speaker
They could be words, behaviors, situations, or even tones of voice that provoke an intense emotional response in us.
00:01:58
Speaker
And here's the thing about health care.
00:02:00
Speaker
We're working in an environment that's basically trigger-rich.
00:02:03
Speaker
Trigger rich.
00:02:04
Speaker
I like that term.
00:02:06
Speaker
Can you paint a picture of what that looks like?
00:02:08
Speaker
Absolutely.
00:02:09
Speaker
Think about it.
00:02:11
Speaker
You've got life and death situations, people in pain, families under extreme stress, time pressures, resource constraints, and everyone's operating on too little sleep.
00:02:22
Speaker
It's like a perfect storm for emotional reactivity.
Triggers in Healthcare Settings
00:02:25
Speaker
And from what I've observed in security, these triggers don't just affect patient interactions, they show up in staff-to-staff conflicts too.
00:02:32
Speaker
A physician who snaps at a nurse, a nurse who gets defensive with administration, and techs who shut down when criticized.
00:02:38
Speaker
Exactly.
00:02:39
Speaker
And this is where Vistalar's concept of conflict triggers becomes so valuable.
00:02:46
Speaker
The curriculum talks about how we need to identify and name our triggers so we can recognize them when they arise.
00:02:53
Speaker
It's like building what they call trigger guards.
00:02:57
Speaker
Tell me more about that concept.
00:02:59
Speaker
Well, the idea is that if you can define your trigger and give it a memorable name, you're more likely to catch it in the moment.
00:03:07
Speaker
Vistalar gives the example of calling eye rolling Mr. Eye Roll.
00:03:12
Speaker
So when someone rolls their eyes at you, instead of immediately getting defensive or angry, you can think, oh, there's Mr. Eye Roll trying to get me worked up.
00:03:20
Speaker
That's brilliant, because it creates just enough psychological distance to interrupt the automatic reaction.
00:03:26
Speaker
Speaking of reactions, what actually happens in our brains when we get triggered?
Managing Emotional Triggers Effectively
00:03:31
Speaker
This is fascinating stuff, Marcus.
00:03:33
Speaker
When we encounter a trigger, our amygdala, that's the brain's alarm system, gets activated.
00:03:39
Speaker
It's designed to detect threats and prepare us for fight, flight, or freeze responses.
00:03:46
Speaker
The problem is, the amygdala can't distinguish between a physical threat and an emotional one.
00:03:52
Speaker
So when Mrs. Johnson in room 302 says, you people never listen, our brain might react as if we're being physically attacked.
00:03:59
Speaker
Exactly.
00:04:00
Speaker
And here's what makes it worse in healthcare.
00:04:03
Speaker
When we're stressed, tired, or overwhelmed, our amygdala becomes even more sensitive.
00:04:10
Speaker
Plus, our ego gets weakened, so we might interpret benign statements as dignity violations when they're really not.
00:04:18
Speaker
This explains so much about what I see in conflict situations.
00:04:21
Speaker
Someone says something that would normally roll right off their back, but because they're already stressed, suddenly it becomes this huge offense.
00:04:28
Speaker
Right?
00:04:29
Speaker
And this is where Vistalar's principle of respond, don't react becomes absolutely critical.
00:04:36
Speaker
The difference between responding and reacting can literally determine whether a patient interaction goes smoothly or turns into a formal complaint.
00:04:45
Speaker
Let's break that down for our listeners.
00:04:47
Speaker
What does Respond, Don't React actually look like in practice?
00:04:52
Speaker
Well, reacting is impulsive and emotional.
00:04:55
Speaker
It's when someone criticizes your assessment and you immediately get defensive.
00:04:59
Speaker
Well, maybe if you'd given me all the information.
00:05:02
Speaker
That's a reaction.
00:05:04
Speaker
And responding?
00:05:05
Speaker
Responding is thoughtful and professional.
00:05:09
Speaker
Same situation, but you pause, take a breath, and say something like, I want to make sure I understand your concerns completely.
00:05:17
Speaker
Can you help me understand what I missed?
00:05:20
Speaker
You're addressing the same issue, but from a completely different emotional place.
00:05:25
Speaker
That pause you mentioned, that's the key, isn't it?
00:05:28
Speaker
Creating space between the trigger and our response.
00:05:32
Speaker
Absolutely.
00:05:33
Speaker
Vistalar emphasizes maintaining your emotional equilibrium, staying calm in the face of your triggers, and they give several practical methods for doing this.
Strategies for Emotional Equilibrium
00:05:45
Speaker
Such as?
00:05:46
Speaker
Well, beyond naming your triggers, there's practicing empathy, considering whether they're activating your triggers inadvertently or as a response to something else going on in their life.
00:05:57
Speaker
The curriculum actually says, when empathy is practiced, being angry is difficult.
00:06:03
Speaker
That's powerful.
00:06:04
Speaker
What else?
00:06:05
Speaker
They suggest assuming your behavior is being recorded on camera and could be made public, or assuming others, your family, coworkers, boss, could become aware of your behavior and thinking about how they would react.
00:06:19
Speaker
Those are great reality checks, but let's get specific about health care triggers.
00:06:24
Speaker
What are the most common ones you've observed?
00:06:26
Speaker
Oh, there are so many.
00:06:28
Speaker
Being questioned about your clinical judgment is huge.
00:06:31
Speaker
Having your expertise challenged, especially in front of others.
00:06:35
Speaker
Being blamed for things outside your control, like wait times or insurance issues.
00:06:40
Speaker
I see a lot of triggers around respect and authority.
00:06:43
Speaker
Patients who don't follow instructions, families who make demands, and colleagues who don't communicate properly.
00:06:49
Speaker
Yes, and tone of voice is massive.
00:06:51
Speaker
Someone can say the exact right words, but if their tone suggests impatience or condescension, it can trigger defensiveness immediately.
00:07:01
Speaker
What about time pressure?
00:07:03
Speaker
That seems to be a universal health care trigger.
00:07:05
Speaker
Absolutely.
00:07:07
Speaker
When you're running behind, have multiple patients waiting, and someone wants to have a long conversation about their concerns, it can trigger frustration or even anger.
00:07:17
Speaker
But here's the thing.
00:07:19
Speaker
That's exactly when we need emotional intelligence the most.
00:07:23
Speaker
Because rushing through or showing impatience often makes the situation worse, right?
00:07:28
Speaker
Exactly.
00:07:29
Speaker
The patient senses your impatience, gets more anxious, asks more questions, and suddenly, what could have been a three-minute interaction becomes a 20-minute conflict.
00:07:40
Speaker
Let's talk about recognizing triggers in others.
00:07:43
Speaker
How can healthcare professionals identify when a patient, family member, or colleague is becoming triggered?
00:07:49
Speaker
Great question.
00:07:51
Speaker
There are physical signs, changes in posture, facial expressions, tone of voice.
00:07:56
Speaker
People might cross their arms, lean back, furrow their brows.
00:08:00
Speaker
Their voice might get louder or more clipped.
00:08:03
Speaker
And behavioral changes?
00:08:05
Speaker
Right.
00:08:06
Speaker
Someone who was cooperative becomes argumentative.
00:08:09
Speaker
Someone who was talkative shuts down.
00:08:12
Speaker
They might start interrupting more or conversely become very quiet and withdrawn.
00:08:17
Speaker
This is where Vistalar's concept of being alert and decisive comes in, doesn't it?
00:08:22
Speaker
You need to be constantly reading the situation.
00:08:25
Speaker
Absolutely.
00:08:27
Speaker
The curriculum emphasizes staying aware of your surroundings and being ready to take action.
00:08:33
Speaker
In healthcare, this means constantly assessing the emotional temperature of your interactions.
00:08:39
Speaker
And when you recognize someone else is getting triggered, what's the best response?
Empathy in De-escalating Situations
00:08:43
Speaker
This is where all the Vistila principles come together.
00:08:46
Speaker
You want to maintain your own emotional equilibrium first.
00:08:50
Speaker
You can't help someone else if you're getting reactive.
00:08:53
Speaker
Then you focus on de-escalation.
00:08:55
Speaker
Which means lower your voice, slow down your speech, and use open body language.
00:09:01
Speaker
Give them physical and emotional space.
00:09:03
Speaker
Most importantly, practice empathy.
00:09:06
Speaker
Try to understand what's really driving their reaction.
00:09:09
Speaker
Can you give us a real world example?
00:09:11
Speaker
Sure.
00:09:12
Speaker
I once had a patient's daughter who was getting increasingly agitated about her father's pain management.
00:09:18
Speaker
She started raising her voice, accusing us of not caring, demanding to speak to doctors.
00:09:24
Speaker
My initial reaction was to get defensive because we were doing everything we could.
00:09:29
Speaker
But you caught yourself.
00:09:30
Speaker
I did.
00:09:31
Speaker
I recognized her behavior as triggered, probably by fear and feeling helpless.
00:09:37
Speaker
So instead of defending our care, I said, I can see how worried you are about your father's pain.
00:09:44
Speaker
That must be really hard to watch.
00:09:46
Speaker
Help me understand what you're most concerned about.
00:09:49
Speaker
And that changed the dynamic?
00:09:51
Speaker
Completely.
00:09:52
Speaker
She broke down crying and explained that her father had always been stoic.
00:09:57
Speaker
So seeing him in pain made her feel like something was terribly wrong.
00:10:02
Speaker
Once I understood her real concern, we could address it directly.
00:10:06
Speaker
That's a perfect example of emotional intelligence in action.
00:10:09
Speaker
You identified her trigger, managed your own response, and used empathy to redirect the conversation.
00:10:14
Speaker
right?
00:10:15
Speaker
And it's worth noting that this doesn't always work.
00:10:18
Speaker
Sometimes people are too activated to respond to these approaches initially, but it's always worth trying before moving to more formal interventions.
Team Approaches to Emotional Crises
00:10:28
Speaker
Speaking of formal interventions, when do you know you need additional support?
00:10:32
Speaker
Good question.
00:10:33
Speaker
If someone is showing signs of being significantly triggered, if they're yelling, making threats, becoming physically aggressive, or completely shutting down despite your best efforts, that's when you need backup.
00:10:46
Speaker
And there's no shame in that.
00:10:48
Speaker
In fact, Vistalar's approach emphasizes that sometimes the most professional thing you can do is recognize when a situation is beyond your current skill level and get appropriate help.
00:10:58
Speaker
Absolutely.
00:10:59
Speaker
In healthcare, we have team approaches for everything else.
00:11:02
Speaker
Codes, difficult procedures, complex cases.
00:11:06
Speaker
Emotional crises should be treated the same way.
00:11:09
Speaker
Let's shift focus a bit.
00:11:11
Speaker
How can healthcare organizations support their staff in developing emotional intelligence?
00:11:15
Speaker
This is huge, Marcus.
00:11:17
Speaker
Individual skills are important.
00:11:19
Speaker
But if the organizational culture doesn't support emotional intelligence, even the best trained individuals will struggle.
00:11:27
Speaker
What does a supportive culture look like?
00:11:29
Speaker
It starts with leadership modeling the behaviors they want to see.
00:11:33
Speaker
If supervisors and managers practice respond-don't-react principles, staff will follow.
00:11:39
Speaker
It means creating psychological safety where people can admit when they're triggered without fear of judgment.
00:11:45
Speaker
And training?
00:11:46
Speaker
Regular practical training is essential.
00:11:49
Speaker
Not just one-time workshops, but ongoing skill development, role-playing common trigger scenarios, debriefing difficult interactions, sharing successful de-escalation stories,
00:12:02
Speaker
I've seen organizations implement what they call trigger awareness rounds, where teams briefly discuss potential triggers before shifts.
00:12:09
Speaker
It's like a safety briefing but for emotional intelligence.
00:12:12
Speaker
I love that idea.
00:12:14
Speaker
It normalizes the conversation and helps everyone stay alert to emotional dynamics.
Organizational Culture and Emotional Intelligence
00:12:20
Speaker
Another thing that helps is having clear escalation protocols, everyone knowing who to call when things get intense.
00:12:27
Speaker
What about self-care?
00:12:29
Speaker
Managing triggers has to be exhausting.
00:12:31
Speaker
You might think so, but it can be a significant stress reliever when it becomes second nature.
00:12:36
Speaker
This is why Vistalar's Showtime Mindset concept is so important.
00:12:41
Speaker
It's about preparing yourself emotionally, mentally, and physically for interactions.
00:12:46
Speaker
Tell me more about that.
00:12:47
Speaker
The Showtime Mindset ensures that all four elements of your communication are aligned.
00:12:54
Speaker
Your words, tone, body language, and emotional state.
00:12:57
Speaker
If you're internally frustrated but trying to appear calm, that incongruence will come through.
00:13:04
Speaker
So it's about authentic professional presentation?
00:13:06
Speaker
Exactly.
00:13:08
Speaker
It's not about being fake or putting on an act.
00:13:11
Speaker
It's about genuinely preparing yourself to be present and professional before challenging interactions.
00:13:18
Speaker
How do you practically do that in a busy healthcare environment?
00:13:22
Speaker
Great question.
00:13:23
Speaker
It might be taking three deep breaths before entering a patient's room or doing a quick mental check-in.
00:13:29
Speaker
How am I feeling right now?
00:13:31
Speaker
What might trigger me in this interaction?
00:13:33
Speaker
How do I want to show up?
00:13:36
Speaker
Those sound like micro practices that could fit into any healthcare workflow.
00:13:40
Speaker
Right?
00:13:41
Speaker
And it's cumulative.
00:13:43
Speaker
The more you practice these small awareness moments, the more automatic they become.
00:13:48
Speaker
Eventually, emotional intelligence becomes integrated into how you practice health care, not something separate you have to remember to do.
00:13:56
Speaker
Let's talk about some specific trigger scenarios that healthcare professionals commonly face.
00:14:01
Speaker
What about when patients question your competence?
00:14:03
Speaker
Oh, this is a big one.
00:14:05
Speaker
Someone says, are you sure you know what you're doing?
00:14:08
Speaker
Or how long have you been doing this?
00:14:11
Speaker
The natural response is to get defensive and start listing your credentials.
00:14:16
Speaker
I get it.
00:14:17
Speaker
A defensive reaction will make things worse.
00:14:20
Speaker
Usually, yes.
00:14:21
Speaker
It can sound defensive and doesn't address their real concern, which is usually anxiety about their care.
00:14:29
Speaker
A better response might be, I can see you want to make sure you're in good hands.
00:14:34
Speaker
Let me tell you about the plan for your care and answer any questions you have.
00:14:38
Speaker
That acknowledges their concern without getting defensive about your competence.
00:14:42
Speaker
Exactly.
00:14:43
Speaker
Another common trigger is when families ask, why is this taking so long, when you're swamped with multiple patients?
Communication and Emotional Intelligence
00:14:51
Speaker
How do you handle that without getting frustrated?
00:14:54
Speaker
It helps to remember that they can only see their situation.
00:14:57
Speaker
They don't know about the code blue down the hall or the admission that just came in.
00:15:02
Speaker
You might say, I know waiting is frustrating.
00:15:05
Speaker
We've had some urgent situations come up, but I want to make sure you get the attention you deserve.
00:15:10
Speaker
Can I give you an update on what we're working on?
00:15:14
Speaker
That validates their feelings while providing context they don't have.
00:15:18
Speaker
Right?
00:15:19
Speaker
And here's something interesting.
00:15:20
Speaker
Often when people feel heard and understood, their urgency decreases.
00:15:26
Speaker
They can wait more patiently when they know you're aware of their needs.
00:15:30
Speaker
What about colleague-to-colleague triggers?
00:15:32
Speaker
Those can be even more challenging because you have to work with these people every day.
00:15:36
Speaker
So true.
00:15:37
Speaker
One big trigger is when someone doesn't communicate important information during handoff.
00:15:43
Speaker
Your patient has an issue that could have been prevented if you'd known about it earlier.
00:15:49
Speaker
That would trigger anyone.
00:15:50
Speaker
Definitely.
00:15:51
Speaker
But reacting with, why didn't you tell me this, rarely improves communication long term.
00:15:58
Speaker
It makes people defensive and less likely to share information in the future.
00:16:02
Speaker
What's a better approach?
00:16:04
Speaker
You might say, this is really important information.
00:16:07
Speaker
In the future, can we make sure things like this are highlighted during report?
00:16:11
Speaker
I want to make sure we're both set up for success.
00:16:14
Speaker
You're addressing the issue without attacking the person.
00:16:17
Speaker
and that maintains the relationship while improving communication.
00:16:21
Speaker
Exactly.
00:16:22
Speaker
The goal is always to preserve dignity, theirs and yours, while addressing the professional concern.
00:16:28
Speaker
Let's talk about high-stress situations.
00:16:31
Speaker
How do you maintain emotional intelligence during true emergencies?
00:16:35
Speaker
This is where preparation really matters.
00:16:37
Speaker
In codes or other emergencies, everyone's stress is elevated, which makes triggers more likely.
00:16:44
Speaker
But emergency teams that practice together regularly tend to handle this better.
00:16:49
Speaker
Because they know each other's communication styles?
00:16:52
Speaker
Right.
00:16:53
Speaker
They've learned to focus on the essential information and avoid unnecessary emotional content.
00:16:59
Speaker
Someone might still snap at someone else, but the team can recognize it as stress, not personal attack.
00:17:05
Speaker
And debriefing afterward is crucial?
00:17:08
Speaker
Absolutely.
00:17:09
Speaker
Good teams do a quick emotional debrief after intense situations.
00:17:13
Speaker
That was stressful.
00:17:14
Speaker
How was everyone doing?
00:17:16
Speaker
Did anyone feel like communication broke down anywhere?
00:17:19
Speaker
It helps process the emotional intensity before it builds up.
Maintaining Professionalism with Triggers
00:17:23
Speaker
What about when you're the one who gets triggered?
00:17:25
Speaker
How do you recover in the moment?
00:17:27
Speaker
This is where self-awareness becomes critical.
00:17:30
Speaker
First, you have to recognize that you're triggered.
00:17:33
Speaker
Your heart rate increases.
00:17:35
Speaker
Your jaw tightens.
00:17:36
Speaker
You feel that surge of anger or frustration.
00:17:40
Speaker
And then?
00:17:41
Speaker
The immediate goal is to pause and regain your emotional equilibrium.
00:17:45
Speaker
Take a breath.
00:17:47
Speaker
Remind yourself of your professional values.
00:17:49
Speaker
Ask yourself, how do I want to show up in this situation?
00:17:54
Speaker
Sometimes you need to physically step away, right?
00:17:57
Speaker
Absolutely.
00:17:58
Speaker
There's nothing wrong with saying, I want to make sure I give you my full attention.
00:18:02
Speaker
Let me grab your chart and I'll be right back.
00:18:05
Speaker
Those 30 seconds in the hallway can be enough to reset.
00:18:09
Speaker
And if you've already reacted poorly?
00:18:12
Speaker
Own it quickly.
00:18:13
Speaker
I'm sorry, I responded poorly there.
00:18:16
Speaker
Let's start over.
00:18:18
Speaker
Most people appreciate the honesty and it models the kind of accountability that improves relationships long term.
00:18:25
Speaker
That takes courage.
00:18:26
Speaker
It does, but it's so much better than trying to power through or pretend it didn't happen.
00:18:31
Speaker
Patients and families usually respond well to authentic accountability.
00:18:36
Speaker
Let's explore the concept of emotional contagion in healthcare settings.
00:18:39
Speaker
How do emotions spread through teams?
00:18:42
Speaker
This is huge, Marcus.
00:18:43
Speaker
Emotions are literally contagious.
00:18:46
Speaker
If one person on the team is anxious or frustrated, it affects everyone.
00:18:51
Speaker
I've seen entire units get tense because one person had a bad interaction.
00:18:56
Speaker
What's the mechanism there?
00:18:57
Speaker
So someone's bad mood literally spreads through the team?
00:19:14
Speaker
It can.
00:19:15
Speaker
But here's the good news.
00:19:17
Speaker
Positive emotions spread just as easily.
00:19:20
Speaker
One person maintaining calm professionalism can help stabilize an entire team.
00:19:25
Speaker
That's a lot of responsibility.
00:19:27
Speaker
It is.
00:19:28
Speaker
But it's also empowering.
00:19:30
Speaker
You can choose to be the person who breaks the cycle of emotional reactivity.
00:19:34
Speaker
Vistalar's emphasis on treating people with dignity by showing respect becomes really important here.
00:19:40
Speaker
How so?
00:19:41
Speaker
When you consistently show respect, even when others aren't, it influences the overall emotional climate.
00:19:49
Speaker
People start to mirror your professionalism instead of escalating negative emotions.
00:19:54
Speaker
What about managing up?
00:19:56
Speaker
How do you handle triggers when they are coming from supervisors or physicians?
00:20:00
Speaker
This is challenging because there's a power differential.
00:20:04
Speaker
You can't respond to a physician's trigger the same way you might with a peer.
00:20:09
Speaker
But the principles still apply.
00:20:11
Speaker
Such as?
00:20:13
Speaker
you still want to maintain your emotional equilibrium and respond rather than react.
00:20:18
Speaker
If a physician snaps at you, getting defensive usually makes things worse.
00:20:23
Speaker
But you can still show respect while maintaining your dignity.
00:20:27
Speaker
Can you give an example?
00:20:28
Speaker
Sure.
00:20:29
Speaker
Let's say a surgeon is frustrated about a delay and says, why wasn't this patient prepped properly in an accusatory tone?
00:20:38
Speaker
Instead of getting defensive, you might say, I want to make sure we resolve this quickly.
00:20:43
Speaker
Let me walk through what happened and see what we can do moving forward.
00:20:48
Speaker
That acknowledges the concern without accepting unfair blame.
00:20:51
Speaker
Right.
00:20:52
Speaker
And often, once the immediate stress is addressed, you can circle back to the communication issue if needed.
00:20:59
Speaker
Dr. Smith.
00:21:01
Speaker
When we're both less stressed, I'd like to talk about how we can prevent this kind of confusion in the future.
00:21:08
Speaker
That's maintaining professionalism while setting boundaries.
00:21:11
Speaker
Exactly.
00:21:12
Speaker
It's not about being passive or allowing mistreatment.
00:21:16
Speaker
It's about choosing responses that actually solve problems rather than just venting emotions.
00:21:22
Speaker
How do trauma-informed approaches fit into emotional intelligence?
00:21:26
Speaker
This is so important, Marcus.
00:21:28
Speaker
Vistalar's curriculum talks about trauma responsiveness as an advanced form of empathy.
00:21:34
Speaker
Many patients and even healthcare workers carry trauma that affects how they respond to stress.
00:21:40
Speaker
What does that look like practically?
Cultural and Technological Influences on Emotional Triggers
00:21:42
Speaker
It means recognizing that someone's intense reaction might not really be about the current situation.
00:21:49
Speaker
A patient who becomes extremely agitated about a simple procedure might have medical trauma from previous experiences.
00:21:57
Speaker
So you respond to the trauma, not just the behavior?
00:22:00
Speaker
Right.
00:22:01
Speaker
Instead of getting frustrated with their overreaction, you might say, it seems like this procedure is really concerning for you.
00:22:09
Speaker
Have you had difficult medical experiences before?
00:22:13
Speaker
That opens the door to understanding what's really happening.
00:22:16
Speaker
And it prevents re-traumatization.
00:22:19
Speaker
Exactly.
00:22:20
Speaker
Sometimes triggers aren't just about current stress.
00:22:24
Speaker
They're about old wounds getting activated.
00:22:27
Speaker
Being aware of this possibility changes how you approach emotional responses.
00:22:32
Speaker
What about cultural considerations and understanding triggers?
00:22:35
Speaker
This is crucial.
00:22:36
Speaker
Different cultures have different norms around emotional expression, authority, family involvement in medical decisions, eye contact, personal space, all potential trigger areas.
00:22:49
Speaker
So what might seem like a normal interaction to you could be triggering to someone from a different cultural background?
00:22:54
Speaker
Absolutely, and vice versa.
00:22:57
Speaker
Their way of expressing concern or asking questions might trigger you if it doesn't match your cultural expectations.
00:23:04
Speaker
How do you navigate that?
00:23:06
Speaker
Curiosity over judgment.
00:23:09
Speaker
If someone's response seems disproportionate or confusing, instead of assuming they're being difficult, ask yourself, what might I be missing here?
00:23:18
Speaker
What could this behavior mean in their context?
00:23:22
Speaker
And it's OK to ask directly?
00:23:24
Speaker
Often, yes.
00:23:25
Speaker
Help me understand how to best support you or what's most important to you in this situation.
00:23:31
Speaker
These questions show respect and can reveal cultural factors you wouldn't otherwise know about.
00:23:37
Speaker
Let's talk about the physical environment.
00:23:39
Speaker
How does the healthcare setting itself contribute to emotional triggers?
00:23:42
Speaker
Oh, this is huge.
00:23:44
Speaker
Healthcare environments are often overstimulating.
00:23:47
Speaker
Bright lights, constant noise, people in a hurry, lack of privacy, uncomfortable furniture.
00:23:54
Speaker
All of this can heighten emotional reactivity.
00:23:57
Speaker
So even before interpersonal triggers activate, people are already stressed by the environment?
00:24:02
Speaker
Exactly.
00:24:03
Speaker
And we can't usually control the overall environment, but we can be aware of how it affects people and try to minimize additional stressors in our interactions.
00:24:13
Speaker
Such as?
00:24:14
Speaker
Speaking more quietly, moving more slowly, giving people physical space when possible, sitting down instead of standing over them, closing doors for privacy when appropriate.
00:24:26
Speaker
Small things that show consideration for their stress level.
00:24:29
Speaker
Right.
00:24:30
Speaker
And remembering that, for patients, the hospital environment is foreign and scary.
00:24:35
Speaker
Things that seem routine to us can be overwhelming for them.
00:24:39
Speaker
What about technology triggers?
00:24:41
Speaker
I imagine electronic health records and other systems create their own stress.
00:24:45
Speaker
Oh yes, when the computer system is slow or crashes, when you can't find information quickly, when technology gets in the way of patient interaction, all of this can trigger frustration.
00:24:58
Speaker
And that frustration can spill over into patient care.
00:25:01
Speaker
It really can.
00:25:02
Speaker
I've seen nurses get so frustrated with technology that they become short with patients.
00:25:09
Speaker
The patient didn't cause the problem, but they experienced the emotional aftermath.
00:25:14
Speaker
How do you manage that?
00:25:16
Speaker
Recognition and transparency can help.
00:25:19
Speaker
I'm sorry, our computer system is running slowly today, which is why this is taking longer than usual.
00:25:25
Speaker
I want to make sure I get your information right.
00:25:28
Speaker
This explains the delay without making the patient feel ignored.
00:25:32
Speaker
And it models professional behavior despite technical frustrations.
00:25:37
Speaker
Exactly.
00:25:38
Speaker
Patients appreciate honesty about these kinds of issues.
00:25:42
Speaker
It helps them understand that delays aren't necessarily about their care quality.
00:25:47
Speaker
Let's discuss emotional intelligence in different healthcare roles.
Role-specific Emotional Intelligence
00:25:50
Speaker
Does it look different for physicians versus nurses versus support staff?
00:25:54
Speaker
That's interesting, Marcus.
00:25:56
Speaker
The core principles are the same.
00:25:58
Speaker
Recognizing triggers, maintaining emotional equilibrium, responding rather than reacting.
00:26:04
Speaker
But the applications might vary based on role expectations and patient interactions.
00:26:10
Speaker
How so?
00:26:11
Speaker
Physicians might face different triggers, being questioned about diagnoses, having their authority challenged, and dealing with family members who want to discuss every detail of care.
00:26:23
Speaker
Nurses might be more triggered by feeling caught between patients and doctors, or being blamed for systemic issues they can't control.
00:26:31
Speaker
And support staff?
00:26:32
Speaker
They often face triggers around being overlooked or undervalued, being asked to do things outside their scope, or dealing with patients who don't understand their role.
00:26:43
Speaker
But everyone needs the same fundamental skills.
00:26:46
Speaker
So the emotional intelligence toolkit is universal, but the triggers might be role-specific,
00:26:51
Speaker
That's a good way to put it.
00:26:53
Speaker
And this is why team-based training can be so valuable.
00:26:57
Speaker
When everyone understands each other's common triggers, they can be more supportive and less likely to inadvertently activate them.
00:27:06
Speaker
What about shift work and how that affects emotional regulation?
00:27:09
Speaker
Huge factor, Marcus.
00:27:11
Speaker
Sleep deprivation, circadian rhythm disruption, working weekends and holidays.
00:27:17
Speaker
All of this affects our emotional resilience.
00:27:19
Speaker
Night shift workers are operating with a different brain chemistry than day shift staff.
00:27:24
Speaker
So someone might handle a situation fine during the day, but get triggered by the same thing at night?
00:27:29
Speaker
Absolutely.
00:27:31
Speaker
And it's important to recognize this without using it as an excuse.
00:27:35
Speaker
I know I'm more reactive when I'm tired, so I need to be extra careful about pausing before responding.
00:27:41
Speaker
That's self-awareness in action.
00:27:44
Speaker
Right?
00:27:45
Speaker
And teams can support each other by being more patient and offering backup when someone's clearly struggling with fatigue or other stressors.
00:27:52
Speaker
How do you handle triggers in family meetings or difficult conversations?
00:27:55
Speaker
These are some of the highest stakes situations for emotional intelligence.
00:28:00
Speaker
You've got multiple people with different perspectives, often discussing life-changing decisions under extreme stress.
00:28:07
Speaker
And everyone's triggers are heightened?
00:28:09
Speaker
Exactly.
00:28:10
Speaker
Family members might trigger each other.
00:28:13
Speaker
Staff might get triggered by family dynamics.
00:28:15
Speaker
It's like a trigger minefield.
00:28:17
Speaker
But this is also where skilled emotional intelligence can make the biggest difference.
Managing Emotions in Meetings and Gender Influence
00:28:23
Speaker
What strategies work best?
00:28:25
Speaker
Preparation is key.
00:28:27
Speaker
Before the meeting, think about potential triggers for each person involved.
00:28:31
Speaker
Plan your responses to likely emotional reactions.
00:28:35
Speaker
Make sure everyone knows their role and stays in their lane.
00:28:38
Speaker
And during the meeting?
00:28:40
Speaker
Constant environmental monitoring.
00:28:42
Speaker
Watch for signs of escalation.
00:28:45
Speaker
Slow things down if emotions are getting high.
00:28:48
Speaker
Validate feelings even when you can't agree with positions.
00:28:53
Speaker
I can see how frightening this must be.
00:28:56
Speaker
Goes a long way.
00:28:57
Speaker
What if someone gets really triggered during a family meeting?
00:29:00
Speaker
Sometimes you need to pause.
00:29:02
Speaker
I can see we're all feeling a lot of emotion about this.
00:29:05
Speaker
Let's take a few minutes to process what we've discussed.
00:29:09
Speaker
It's better to pause and reset than to push through when people are too activated to think clearly.
00:29:15
Speaker
That takes courage to interrupt the flow of a meeting.
00:29:17
Speaker
It does, but experienced clinicians learn to read the room.
00:29:22
Speaker
If you can see that continuing in the moment will be counterproductive, it's actually more respectful to pause.
00:29:29
Speaker
Let's talk about gender and emotional intelligence in healthcare.
00:29:32
Speaker
Are there differences in how male and female healthcare workers experience and manage triggers?
00:29:37
Speaker
This is sensitive territory, but research does suggest some patterns.
00:29:42
Speaker
Women might be more likely to internalize triggers and blame themselves, while men might be more likely to externalize and blame others.
00:29:52
Speaker
But these are generalizations?
00:29:53
Speaker
Absolutely.
00:29:55
Speaker
Individual variation is huge, and cultural background, personal history, and professional training all matter more than gender.
00:30:05
Speaker
But it can be helpful to be aware of these tendencies without stereotyping.
00:30:10
Speaker
How might this show up practically?
00:30:12
Speaker
A female nurse might blame herself when a patient gets upset.
00:30:16
Speaker
I should have explained that better.
00:30:18
Speaker
A male physician might blame the patient.
00:30:20
Speaker
They weren't listening.
00:30:22
Speaker
Both responses can be problematic if they prevent learning and improvement.
00:30:26
Speaker
So the goal is balanced self-reflection?
00:30:29
Speaker
Right.
00:30:29
Speaker
Taking appropriate responsibility without over-personalizing and looking at external factors without avoiding accountability.
00:30:37
Speaker
This is where Vistalar's emphasis on dignity becomes important for yourself and others.
00:30:43
Speaker
What about age differences?
00:30:45
Speaker
Do newer graduates handle triggers differently than experienced staff?
00:30:48
Speaker
Generally, yes.
00:30:50
Speaker
New graduates often lack the experience to recognize patterns and may take things more personally.
00:30:56
Speaker
They haven't developed the emotional calluses that help you not get triggered by routine difficulties.
00:31:02
Speaker
But they might also be more open to learning these skills?
00:31:05
Speaker
Exactly.
00:31:07
Speaker
They haven't developed bad habits yet.
00:31:09
Speaker
Experienced staff sometimes think they should already know this stuff, so they're less open to training.
00:31:16
Speaker
But everyone can benefit from improving emotional intelligence skills.
00:31:20
Speaker
How do you create learning opportunities around emotional intelligence?
00:31:23
Speaker
Real-world practice is key.
00:31:26
Speaker
Simulation scenarios that include emotional components, not just technical skills.
00:31:31
Speaker
Debriefing difficult interactions to identify trigger patterns.
00:31:35
Speaker
Peer mentoring, where experienced staff share their strategies.
00:31:40
Speaker
And it needs to be ongoing?
00:31:42
Speaker
Absolutely.
00:31:43
Speaker
This isn't a one-time training topic.
00:31:45
Speaker
It's a career-long skill development area.
00:31:48
Speaker
The situations change.
00:31:50
Speaker
The pressures change.
00:31:51
Speaker
Your own life circumstances change.
00:31:53
Speaker
All of which can affect your emotional responses.
00:31:56
Speaker
Let's discuss organizational policies.
00:31:59
Speaker
How can healthcare institutions support emotional intelligence development?
Policies and Emotional Intelligence Development
00:32:03
Speaker
Policy is crucial, Marcus.
00:32:05
Speaker
Organizations need clear expectations about professional behavior, but they also need to provide the training and support to meet those expectations.
00:32:13
Speaker
What does that look like?
00:32:15
Speaker
Zero tolerance for disruptive B would early afternoon work, eye-favor, but also coaching and resources for people who struggle, employee assistance programs that include emotional intelligence coaching, recognition programs that reward positive relationship skills, not just technical competence,
00:32:34
Speaker
And leadership modeling?
00:32:36
Speaker
So important.
00:32:37
Speaker
If leaders don't practice emotional intelligence, staff won't either.
00:32:42
Speaker
Leaders need to publicly acknowledge their own triggers and demonstrate how they manage them professionally.
00:32:49
Speaker
What about when policies conflict with emotional intelligence, like mandatory reporting requirements that might escalate situations?
00:32:56
Speaker
This is a real tension.
00:32:58
Speaker
Sometimes you have to manage relationships knowing that you may need to follow certain protocols.
00:33:04
Speaker
The key is being as transparent as possible while maintaining necessary boundaries.
00:33:11
Speaker
Can you give an example?
00:33:12
Speaker
If a patient makes a threat, you might need to report it, but you can still treat them with dignity in the process.
00:33:18
Speaker
I'm concerned about what you just said, and I need to make sure everyone stays safe.
00:33:24
Speaker
Let's talk about what's really bothering you.
00:33:28
Speaker
So you're following policy while still trying to address the underlying emotional issue?
00:33:32
Speaker
Right.
00:33:33
Speaker
It's not either or.
00:33:35
Speaker
You can maintain professional relationships even when you need to take protective actions.
00:33:40
Speaker
How do you measure emotional intelligence in healthcare settings?
00:33:43
Speaker
This is challenging because it's often subjective, but you can look at patterns.
00:33:47
Speaker
Patient satisfaction scores, staff retention, complaint patterns, conflict escalation rates.
00:33:54
Speaker
An individual assessment?
00:33:56
Speaker
Peer feedback, self-reflection tools, behavioral observation during challenging situations.
00:34:02
Speaker
But it's important that this feels supportive rather than punitive.
00:34:06
Speaker
The goal is growth, not judgment.
00:34:09
Speaker
What about when someone just doesn't seem to get it?
00:34:11
Speaker
Some people appear to lack emotional intelligence.
00:34:14
Speaker
This is tough, Marcus.
00:34:15
Speaker
Some people may have neurological differences that affect their ability to read social cues.
00:34:21
Speaker
Others might come from backgrounds where emotional expression was discouraged or punished.
00:34:26
Speaker
So how do you work with that?
00:34:28
Speaker
Very concrete, specific feedback and coaching.
00:34:32
Speaker
Instead of be more empathetic, you might say, when patients look worried, try asking if they have questions.
00:34:40
Speaker
Make it behavioral rather than emotional.
00:34:43
Speaker
And some people might need different roles?
00:34:45
Speaker
Sometimes, yes.
00:34:47
Speaker
Not everyone is suited for high interaction patient care roles.
00:34:50
Speaker
And that's OK.
00:34:52
Speaker
There are many ways to contribute to health care.
00:34:54
Speaker
But everyone can learn basic respect and professionalism.
00:34:59
Speaker
Let's talk about emotional intelligence and patient safety.
00:35:02
Speaker
How do these
Impact of Poor Emotional Intelligence
00:35:03
Speaker
connect?
00:35:03
Speaker
They're intimately connected, Marcus.
00:35:06
Speaker
Poor emotional intelligence leads to communication breakdowns, which are involved in most medical errors.
00:35:13
Speaker
When people are triggered, they stop listening effectively, make assumptions, and avoid difficult conversations.
00:35:20
Speaker
So a nurse who's triggered by a physician's tone might not speak up about a potential medication error?
00:35:25
Speaker
Exactly.
00:35:27
Speaker
Or a physician who's triggered by being questioned might dismiss a valid concern from a nurse.
00:35:33
Speaker
These dynamics directly affect patient safety.
00:35:37
Speaker
What about patient trust?
00:35:39
Speaker
Huge factor.
00:35:40
Speaker
Patients can sense when healthcare workers are emotionally dysregulated.
00:35:44
Speaker
It affects their confidence in the care they're receiving and their willingness to share important information.
00:35:50
Speaker
So emotional intelligence isn't just about comfort, it's about clinical outcomes?
00:35:55
Speaker
Absolutely.
00:35:56
Speaker
Patients who trust their providers are more likely to follow treatment plans, report symptoms accurately, and participate in their care.
00:36:04
Speaker
All of this improves outcomes.
00:36:07
Speaker
How do you maintain emotional intelligence during really tragic situations?
00:36:10
Speaker
Pediatric deaths?
00:36:12
Speaker
Unexpected complications?
00:36:13
Speaker
Situations where families are devastated?
00:36:16
Speaker
This is some of the most challenging work emotionally, Marcus.
00:36:19
Speaker
Your own grief and trauma responses can make it hard to stay professionally present.
00:36:25
Speaker
But families need skilled emotional support during these times.
00:36:30
Speaker
How do you balance your own emotional needs with professional responsibilities?
00:36:34
Speaker
It requires a lot of self-awareness and self-care, recognizing when your own emotions might interfere with your ability to support others, having colleagues who can step in when needed, processing your own feelings appropriately, not on patients and families,
00:36:53
Speaker
And sometimes that means stepping back?
00:36:55
Speaker
Sometimes, yes.
00:36:56
Speaker
If you're too emotionally activated by a situation, you might not be the best person to provide support in that moment.
00:37:05
Speaker
There's wisdom in knowing your limits.
00:37:08
Speaker
What about secondary
Secondary Trauma and Emotional Boundaries
00:37:09
Speaker
trauma?
00:37:09
Speaker
How does constantly managing others' emotional crises affect health care workers?
00:37:13
Speaker
This is a real occupational hazard that doesn't get enough attention.
00:37:17
Speaker
Constantly absorbing others' fear, anger, and grief takes a toll.
00:37:22
Speaker
It can lead to compassion, fatigue, cynicism, and eventually burnout.
00:37:27
Speaker
How do you protect against that?
00:37:29
Speaker
Boundaries are crucial.
00:37:31
Speaker
You can be empathetic without absorbing others' emotions, learning to separate your feelings from theirs, regular debriefing and support.
00:37:40
Speaker
And honestly, some people need to rotate out of high-intensity emotional roles periodically.
00:37:46
Speaker
It's like emotional shift work?
00:37:48
Speaker
That's not a bad analogy.
00:37:50
Speaker
Just like you wouldn't work 36 hours straight physically, there are limits to emotional intensity that people can sustain.
00:37:57
Speaker
As we start to wrap up, let's talk about the future.
00:38:00
Speaker
Where is emotional intelligence in healthcare heading?
Emotional Intelligence as a Core Competency
00:38:03
Speaker
I think we're finally recognizing it as a core competency, not a soft skill.
00:38:08
Speaker
Medical and nursing schools are starting to include more training in emotional intelligence and conflict management.
00:38:15
Speaker
What about technology?
00:38:17
Speaker
Are there tools that can help?
00:38:18
Speaker
Emerging tools for stress monitoring, communication training simulations, real-time feedback systems.
00:38:26
Speaker
But technology can't replace the fundamental human skills.
00:38:30
Speaker
It can only support them.
00:38:32
Speaker
And organizational culture?
00:38:34
Speaker
I think we're moving toward more psychologically safe work environments where emotional intelligence is expected and supported.
00:38:42
Speaker
The research on its impact on outcomes and retention is too strong to ignore.
00:38:47
Speaker
What would you want our listeners to take away from today's discussion?
00:38:50
Speaker
that emotional intelligence in healthcare isn't about being touchy-feely or avoiding conflict.
00:38:57
Speaker
It's about being strategic and professional in how you manage emotional dynamics to achieve better outcomes for everyone involved.
00:39:06
Speaker
And it's learnable?
00:39:07
Speaker
Absolutely learnable.
00:39:09
Speaker
Like any clinical skill, it takes practice and feedback, but everyone can improve.
00:39:15
Speaker
Start with self-awareness.
00:39:17
Speaker
Notice your own triggers and responses.
00:39:20
Speaker
Then work on managing those responses more skillfully.
00:39:24
Speaker
Any final practical advice?
00:39:25
Speaker
Pick one trigger that commonly affects you and practice the name it to tame it strategy.
00:39:31
Speaker
Give it a memorable name and catch yourself when it gets activated.
00:39:36
Speaker
That alone can make a huge difference in how you respond to challenging situations.
00:39:41
Speaker
And remember Vistalar's core principle, treat people with dignity by showing respect, even when they're triggering you, even when you're stressed, even when the situation is difficult.
00:39:51
Speaker
Right?
00:39:52
Speaker
Because ultimately, emotional intelligence in health care is about creating an environment where everyone, patients, families, and staff, can be their best selves, even under stress.
Conclusion and Call to Action
00:40:07
Speaker
Before we close, we want to remind you that developing confidence in conflict is an ongoing journey.
00:40:12
Speaker
If you're finding value in these conversations, please take a moment to follow Confidence in Conflict wherever you get your podcasts.
00:40:19
Speaker
And if you're feeling generous, leave us a rating and review.
00:40:22
Speaker
Your feedback helps other healthcare professionals discover these resources.
00:40:26
Speaker
And remember, the goal isn't perfection.
00:40:29
Speaker
It's progress.
00:40:31
Speaker
Every interaction where you pause instead of react, every moment you choose empathy over defensiveness, every time you maintain your professional dignity while showing respect to others, these small choices add up to significant change.
00:40:46
Speaker
Next week, we'll continue our exploration of healthcare conflict management.
00:40:50
Speaker
Until then, practice recognizing your triggers, maintain your emotional equilibrium, and remember, you have more control over these situations than you might think.
00:40:59
Speaker
Thanks for joining us today.
00:41:01
Speaker
Take care of yourselves and each other.
00:41:04
Speaker
This podcast uses synthetic voices to share Vistalar's training and communication strategies.
00:41:08
Speaker
Music