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Ep. 22: Staying Safe Starts With Your Voice
5 Plays4 months ago
Join Vistelar in exploring how verbal strategies and presence can prevent conflict before it starts. Discover why your voice is one of your most powerful tools for staying safe in healthcare environments.
Learn how tone, pacing, and volume affect patient interactions, master word choice strategies that naturally de-escalate tense situations, and understand how to acknowledge emotions before providing information.
Key topics include delivering difficult news, setting boundaries while maintaining rapport, handling uncertainty with confidence, and adapting communication for diverse backgrounds.
Note: This podcast uses synthetic voices to share training and communication strategies developed by Vistelar.
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Transcript
Introduction to 'Confidence in Conflict' Podcast
00:00:04
Speaker
Welcome back to Confidence in Conflict, the podcast where we explore evidence-based strategies for creating safer healthcare environments.
00:00:11
Speaker
I'm Marcus, former Healthcare Security Director, and today we're diving into something fundamental yet often overlooked, how your voice can be your most powerful tool for staying safe.
The Role of Voice and Presence in Healthcare Safety
00:00:21
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And I'm Natalie, nurse practitioner and clinical team leader.
00:00:25
Speaker
Marcus, when people think about safety in health care, they often think about alarms, security guards, or physical barriers.
00:00:34
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But what we're talking about today is something every single health care worker already has, their voice and their presence.
00:00:43
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That's exactly right, Natalie.
00:00:44
Speaker
Throughout my healthcare security career, I've seen countless situations where the right words, delivered the right way, completely transformed what could have been a dangerous encounter.
00:00:53
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Today, we're exploring how verbal strategies and presence can prevent conflict before it even starts.
00:00:58
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And this isn't just theory, Marcus.
00:01:01
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As someone who's worked in emergency departments and trauma units, I can tell you that how we use our voice, our tone, our word choice, our timing, can literally be the difference between a peaceful interaction and a violent one.
00:01:15
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Let's start with the foundation.
00:01:17
Speaker
Natalie, when we discuss using your voice for safety, what exactly are we talking about?
00:01:23
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What makes the difference between words that calm and words that escalate?
00:01:27
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It starts with understanding that what we say is not nearly as important as how we say it.
00:01:32
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Every word we say carries emotional weight, especially when someone is stressed, frightened, or frustrated, which describes most patients and families we encounter in healthcare settings.
Emotional Impact of Words and Tone
00:01:44
Speaker
They're not just hearing our words, they're feeling them.
00:01:47
Speaker
They're interpreting not just our words, but our tone and body language.
00:01:52
Speaker
That's such an important point.
00:01:54
Speaker
From a security perspective, I learned that people often react more to the emotion behind words than to the actual content.
00:02:01
Speaker
You can say the exact same sentence in two different ways, by simply varying the tone or your facial expression and convey two completely different meanings and intentions.
00:02:10
Speaker
Sure, just depending on the tone you use, you can sound distracted, uncaring, dismissive, or judgmental.
00:02:17
Speaker
But if you use the right tone, you can sound empathetic and caring.
00:02:22
Speaker
That's right.
00:02:23
Speaker
But the words you choose also have a lot of impact on your meaning and intentions.
00:02:27
Speaker
Exactly.
00:02:29
Speaker
Let me give you a real example from last week.
00:02:32
Speaker
A patient had been waiting in the emergency department for six hours with chest pain.
00:02:37
Speaker
He was getting increasingly agitated, demanding to know when he'd be seen.
00:02:42
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A newer nurse approached him and said, Sir, you need to calm down.
00:02:46
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There are people ahead of you.
00:02:47
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The patient exploded.
00:02:49
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I can imagine.
00:02:50
Speaker
That response, while factually accurate, probably felt dismissive and controlling to someone who was already scared about his symptoms.
00:02:58
Speaker
Exactly.
00:02:59
Speaker
Later, I approached the same patient using what I've learned about verbal de-escalation.
00:03:04
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I said, I can see you're really worried about your chest pain, and six hours feels like forever when you're scared.
00:03:11
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Let me explain exactly what's happening with your care and what we're monitoring for.
00:03:16
Speaker
His entire demeanor changed instantly.
00:03:19
Speaker
That's a perfect example of how the same information can be delivered in completely different ways.
00:03:24
Speaker
Natalie, let's break down what you did differently in that second approach.
00:03:29
Speaker
Well, first I acknowledged his emotion, his worry and fear.
00:03:33
Speaker
Then I validated his experience.
00:03:35
Speaker
That six hours really does feel like forever, especially when you're scared.
00:03:41
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Only then did I move to providing information and reassurance.
00:03:45
Speaker
The sequence matters, Marcus.
00:03:47
Speaker
That sequence is crucial.
Techniques for De-escalation and Emotional Acknowledgment
00:03:49
Speaker
It's what Vistalar calls emotional acknowledgement before information.
00:03:53
Speaker
When people feel heard and understood emotionally, they become much more receptive to factual information.
00:03:59
Speaker
If you try to give facts to someone who feels dismissed, they often can't even process what you're saying.
00:04:04
Speaker
And there's something else important in that example.
00:04:07
Speaker
I used what they call empathetic language.
00:04:10
Speaker
Instead of saying, you need to calm down, which puts the responsibility on the patient and implies they're doing something wrong, I focused on acknowledging their legitimate concerns.
00:04:21
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Let's talk more about tone of voice because this is something that can make or break any interaction.
00:04:26
Speaker
Natalie, what have you learned about how tone affects safety in clinical settings?
00:04:30
Speaker
Absolutely, tone is critical, Marcus.
00:04:33
Speaker
I've seen situations where someone said all the right words.
00:04:36
Speaker
but their tone was impatient or condescending, so they escalated the situation anyway.
00:04:42
Speaker
Your tone needs to match your intent.
00:04:44
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If you want to convey respect and concern, your voice needs to sound respectful and concerned.
00:04:50
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And tone is one of those things that people pick up on unconsciously but immediately.
00:04:54
Speaker
Even if someone can't articulate why, they know when someone's tone feels authentic versus when it feels fake or forced.
00:05:01
Speaker
That's so true.
00:05:02
Speaker
And it's not about being artificially sweet or overly cheerful.
00:05:06
Speaker
In healthcare, people want to feel like you're taking their situation seriously.
Using Tone and Speech for Calming Effects
00:05:11
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A calm, steady, genuinely concerned tone often works much better than an overly bright customer service voice.
00:05:20
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Let's discuss pacing, because this is another vocal element that significantly impacts safety.
00:05:25
Speaker
Natalie, how does the speed and rhythm of your speech affect patient interactions?
00:05:31
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Pacing is huge, Marcus.
00:05:33
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When we're busy or stressed, we tend to speak faster, but that can make patients feel rushed or unimportant.
00:05:40
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I've learned to deliberately slow down my speech when I'm dealing with someone who seems agitated or confused.
00:05:46
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It has a calming effect.
00:05:48
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There's a lot of good psychological research behind that.
00:05:51
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When you speak slowly and calmly, it can help regulate the other person's nervous system.
00:05:56
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It's like your calm energy becomes contagious.
00:06:00
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Vistalar calls that modeling.
00:06:03
Speaker
It's based on the understanding that our behavior sets the tone and pace for others to naturally follow.
00:06:09
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Pausing is another form of pacing that models positive communication.
00:06:15
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When someone asks a question or expresses a concern, I've learned to pause for a moment before responding.
00:06:21
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It shows that I'm considering what they've said rather than just waiting for my turn to talk.
00:06:26
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That way, I can set the tone of the conversation and send it in a good direction.
00:06:31
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That pause also gives you time to choose your words more carefully.
00:06:34
Speaker
In high stress situations, our tendency is often to react quickly, but that quick reaction isn't always the most helpful response.
Word Choice and Communication Strategies
00:06:43
Speaker
So true.
00:06:44
Speaker
And let's talk about volume, because that's another vocal element that affects safety.
00:06:49
Speaker
Marcus, what have you observed about how loudness or softness impacts conflict situations?
00:06:56
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Volume is fascinating because it can either escalate or de-escalate so quickly.
00:07:01
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If someone is shouting and you shout back, you've just created a shouting match.
00:07:05
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But if someone is agitated and you deliberately lower your voice, they often unconsciously lower theirs to match you.
00:07:11
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I use that technique all the time.
00:07:13
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When a patient or family member is getting loud, I actually speak more quietly.
00:07:18
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Not so quietly that they can't hear me, but noticeably softer than their volume.
00:07:23
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It's amazing how often they adjust their volume to match mine.
00:07:27
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And there's something about a calm, quiet voice that suggests confidence and control.
00:07:32
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It communicates that you're not threatened or overwhelmed by their emotions, which can be very reassuring to someone who feels out of control themselves.
00:07:40
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Let's talk more about word choice.
00:07:42
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This is another place where we can make a major difference in preventing conflicts.
00:07:47
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Certain words tend to escalate situations, while others naturally de-escalate.
00:07:53
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Like the phrase, calm down, we mentioned before.
00:07:56
Speaker
What are some other words or phrases you have noticed that may escalate others?
00:08:01
Speaker
One of the biggest escalators I've observed is the word, no, when it's used without context or alternatives.
00:08:07
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No, you can't do that, immediately creates an adversarial dynamic.
00:08:11
Speaker
But I understand why you'd want to do that, and here's what we can do instead, provides the same boundary while maintaining partnership.
00:08:19
Speaker
That's such a good point.
00:08:20
Speaker
I've learned to replace commands with explanations and options whenever possible.
00:08:25
Speaker
Instead of, you have to wait, I might say, the good news is we're monitoring your condition carefully.
00:08:32
Speaker
While we're waiting for your test results, would you like me to explain what we're watching for?
00:08:38
Speaker
That approach turns waiting into active care rather than passive delay.
00:08:42
Speaker
You're reframing the experience entirely.
00:08:44
Speaker
Natalie, what about language that acknowledges uncertainty?
00:08:48
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Health care is full of situations where we don't have immediate answers.
00:08:52
Speaker
Oh, that's so important, Marcus.
00:08:53
Speaker
Early in my career, I felt like I had to have all the answers immediately, so I'd sometimes give vague or overly optimistic responses.
00:09:02
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But I've learned that honest uncertainty, expressed with confidence in the process, is much more trusted than false certainty.
00:09:11
Speaker
Can you give us an example of how you handle uncertainty now?
00:09:14
Speaker
Sure.
00:09:15
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If a family asks when their loved one will be discharged and I don't know yet, I might say, that's exactly the question we're working to answer right now.
00:09:25
Speaker
Dr. Smith is reviewing the latest test results, and I expect to have an update for you within the next hour.
00:09:31
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I'll come find you as soon as I know more.
00:09:35
Speaker
That's brilliant because you're acknowledging their question, explaining why you don't have the answer yet, showing that work is actively being done, and giving them a time frame for when they'll get information.
00:09:44
Speaker
It turns uncertainty into a transparent process.
00:09:47
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And it prevents them from feeling ignored or forgotten.
00:09:51
Speaker
Marcus, let's talk about something that's really important.
00:09:54
Speaker
How we respond when someone is upset or emotional.
Connecting through Emotion and Open-ended Questions
00:09:58
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What language patterns help versus hurt in those situations?
00:10:02
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This is where I see the biggest differences between effective and ineffective responses.
00:10:07
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Phrases like, calm down, or don't be upset, rarely work because they invalidate the person's emotions.
00:10:13
Speaker
Instead, acknowledging the emotion first creates connection.
00:10:17
Speaker
Exactly.
00:10:18
Speaker
I've learned to use phrases like, I can see this is really frustrating, or it makes sense that you'd be worried about this.
00:10:26
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It's not agreeing that their response is proportionate, but it's validating that their emotion is understandable, given their perspective.
00:10:34
Speaker
And there's something powerful about naming emotions accurately.
00:10:37
Speaker
If someone is scared but expressing it as anger, gently identifying the underlying fear can shift the entire conversation.
00:10:44
Speaker
That's so true.
00:10:46
Speaker
I had a patient last month who was yelling at me about the pain medication not working.
00:10:51
Speaker
But when I said, it sounds like you're really scared that the pain isn't getting better, he broke down and admitted he was terrified that something was seriously wrong.
00:11:01
Speaker
Once we addressed the fear, we could have a much more productive conversation about pain management.
00:11:07
Speaker
That's a perfect example of how the right words can reveal what's really going on underneath the surface behavior.
00:11:13
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Let's talk about questions, Natalie.
00:11:15
Speaker
How we ask questions can dramatically affect both safety and outcomes.
00:11:19
Speaker
Questions are so powerful, Marcus.
00:11:22
Speaker
Open-ended questions that invite someone to share their perspective can completely change the dynamic of an interaction.
00:11:29
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Instead of, are you having pain?
00:11:32
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Which gets a yes or no answer, I might ask, tell me about how you're feeling right now or what's your biggest concern today?
00:11:40
Speaker
Those broader questions give people space to tell their story, which often reveals important information we wouldn't get from narrow, closed questions.
00:11:48
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and they make the person feel like a partner in their care rather than just a passive recipient.
00:11:53
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When people feel heard and involved, they're much less likely to become confrontational.
Explaining Policies and Offering Choices
00:12:00
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Let's discuss something that's crucial but often overlooked, how we communicate policies and rules.
00:12:05
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Natalie, there's a huge difference between explaining a policy and just enforcing it.
00:12:10
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Absolutely.
00:12:11
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When I have to communicate a rule or limitation, I've learned to explain the why behind it, not just the what.
00:12:18
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For example, instead of, visiting hours are over, I might say, we end visiting hours at 8 p.m.
00:12:25
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because our patients need uninterrupted rest for healing, and it helps our night shift nurses provide the best care.
00:12:32
Speaker
That explanation helps people understand that the rule serves a purpose beyond just control.
00:12:37
Speaker
It's about patient care, not arbitrary authority.
00:12:40
Speaker
and when possible, I try to offer alternatives or compromises.
00:12:45
Speaker
Visiting hours are ending, but you're welcome to call in the morning to check on how the night went, and visiting starts again at 9 a.m.
00:12:53
Speaker
Speaking of alternatives, let's talk about the power of offering choices.
00:12:57
Speaker
Even small choices can help people feel like they have some control in an otherwise powerless situation.
00:13:03
Speaker
Choices are amazing for preventing conflicts, Marcus.
00:13:07
Speaker
Even something as simple as, would you prefer to wait in the family lounge or would you like me to update you by phone, gives people agency.
00:13:16
Speaker
When people feel like they have some control, they're much less likely to act out.
00:13:22
Speaker
And choices work even in situations where the main outcome isn't negotiable.
00:13:26
Speaker
You might not be able to change what needs to happen, but you can often offer choices about how it happens.
00:13:32
Speaker
Exactly.
00:13:33
Speaker
We do need to get this blood draw done, but would you prefer to sit up or lie down?
00:13:39
Speaker
Another example might be, would you like me to explain what I'm doing as I go, or would you prefer to talk about something else?
00:13:46
Speaker
Let's talk about something that's particularly relevant in health care, how we communicate bad news or difficult information.
00:13:53
Speaker
This is where verbal skills can literally prevent violent reactions.
00:13:57
Speaker
This is so critical, Marcus.
00:13:59
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The way we deliver difficult information can determine whether someone falls apart, gets angry, or is able to process and cope with what they're hearing.
00:14:08
Speaker
I've learned to use what's called the warning shot approach.
00:14:12
Speaker
Can you explain that for our listeners?
00:14:14
Speaker
Instead of just blurting out bad news, I prepare people for what they're about to hear.
00:14:20
Speaker
I have some test results to share with you, and I'm afraid they're not what we were hoping for.
00:14:27
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That gives their brain a moment to brace for impact rather than being blindsided.
00:14:32
Speaker
And then you follow up with support and next steps, right?
00:14:35
Speaker
You don't just deliver the bad news and leave them hanging.
00:14:38
Speaker
Exactly.
00:14:40
Speaker
The scan shows that the cancer has spread.
00:14:43
Speaker
I know this is devastating news.
00:14:45
Speaker
Dr. Johnson is going to come talk with you about treatment options, and I'm going to make sure you have all the support resources you need.
00:14:53
Speaker
That structure, warning, news, immediate support, and next steps helps people process difficult information without feeling abandoned or hopeless.
00:15:03
Speaker
Let's talk about something that happens frequently in healthcare.
Handling Bad News and Mistakes
00:15:07
Speaker
When we make mistakes or when things don't go as planned, how we communicate about errors or complications can prevent or trigger angry reactions.
00:15:16
Speaker
This is where honesty, accountability, and immediate action plans become crucial.
00:15:20
Speaker
People can usually handle mistakes if they feel like you're being honest about what happened and taking responsibility for fixing it.
00:15:27
Speaker
I've learned to use what I call the Acknowledge, Apologize, Act approach.
00:15:32
Speaker
I realize I told you the doctor would be in within an hour, and it's been two hours now.
00:15:37
Speaker
I apologize for the delay and for not updating you sooner.
00:15:41
Speaker
Let me go find out exactly when she'll be available and get you a realistic time frame.
00:15:47
Speaker
That approach prevents defensiveness and shows that you take their time and concerns seriously.
00:15:51
Speaker
It also demonstrates that you're actively working to solve the problem rather than just making excuses.
00:15:57
Speaker
Marcus, let's address something that many health care workers struggle with.
00:16:01
Speaker
How to set boundaries or say no while maintaining rapport and safety.
00:16:08
Speaker
Boundary setting is definitely an art form.
00:16:10
Speaker
The key is communicating the boundary clearly while showing that you understand and care about their needs, even if you can't meet their specific request.
00:16:17
Speaker
I use what I call empathetic limits.
00:16:20
Speaker
For example, I can see how much you love your mom and want to stay with her.
00:16:26
Speaker
Unfortunately, we can only allow one visitor overnight in the ICU, but let me see if we can arrange for you to have some extra time with her during the day.
00:16:36
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That acknowledges their motivation, explains the limitation, and offers an alternative.
00:16:40
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It shows that you're trying to work with them, not against them.
00:16:44
Speaker
And sometimes the boundary is about safety.
00:16:47
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I understand you're frustrated, but can I ask you to lower your voice while we work together to solve this problem?
00:16:54
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This has to be a calm and healing environment for our patients.
00:16:58
Speaker
That frames the boundary in terms of mutual benefit rather than just control.
Aligning Body Language and Verbal Communication
00:17:02
Speaker
Let's talk about body language and how it interacts with verbal communication.
00:17:06
Speaker
Natalie, how does your physical presence support or undermine your words?
00:17:10
Speaker
Body language is huge, Marcus.
00:17:12
Speaker
You can say all the right words.
00:17:14
Speaker
But if your body language contradicts them, people will believe your body over your words every time.
00:17:21
Speaker
If I'm saying, I have time to listen, but I'm checking my watch or looking at my phone, my words become meaningless.
00:17:28
Speaker
And positioning matters too.
00:17:29
Speaker
Standing over someone who's sitting can feel intimidating, even if that's not your intention.
00:17:34
Speaker
Sitting down or positioning yourself at their eye level creates a more collaborative feel?
00:17:39
Speaker
Absolutely.
00:17:40
Speaker
And eye contact is crucial.
00:17:42
Speaker
Not staring, which can feel aggressive, but making regular, comfortable eye contact that shows you're present and engaged with what they're saying.
00:17:52
Speaker
What about facial expressions?
00:17:53
Speaker
How do they support verbal de-escalation?
00:17:55
Speaker
Your face needs to match your words and your intent.
00:17:59
Speaker
If someone is telling you about their pain or fear and you have a neutral or distracted expression, it contradicts any empathetic words you might be saying.
00:18:09
Speaker
Your face should reflect appropriate concern and engagement.
00:18:13
Speaker
Let's discuss something that's particularly challenging, dealing with people who are under the influence of substances or experiencing mental health crises.
00:18:21
Speaker
How do verbal strategies adapt to these situations?
00:18:24
Speaker
These situations require extra patience and modified communication strategies, Marcus.
00:18:30
Speaker
With someone who's intoxicated, I speak more slowly, use simpler sentences, and repeat important information.
00:18:38
Speaker
I also avoid arguing with distorted perceptions and instead focus on keeping them safe.
00:18:44
Speaker
And with mental health crises, it's often about entering their reality rather than trying to correct their perception, at least initially.
00:18:51
Speaker
Exactly.
00:18:52
Speaker
If someone is paranoid and thinks the staff is trying to hurt them, saying, no, we're not, doesn't help.
00:18:59
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But saying, that sounds really scary.
00:19:01
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What would help you feel safer right now?
00:19:04
Speaker
Acknowledges their experience and opens up problem solving.
Cultural Sensitivity and Recognizing Limits
00:19:09
Speaker
Let's talk about cultural considerations because health care serves incredibly diverse populations.
00:19:14
Speaker
How do cultural differences affect verbal safety strategies?
00:19:17
Speaker
Cultural awareness is so important, Marcus.
00:19:20
Speaker
Different cultures have different norms around eye contact, personal space, authority, family involvement in medical decisions, and emotional expression.
00:19:31
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What feels respectful in one culture might feel disrespectful in another.
00:19:36
Speaker
And when you're not sure about cultural preferences, it's often okay to ask directly.
00:19:42
Speaker
I want to make sure I'm communicating in a way that's comfortable for you.
00:19:45
Speaker
Is there anything I should know about how you prefer to receive medical information?
00:19:50
Speaker
That's such a good approach.
00:19:51
Speaker
It shows respect for their cultural background and gives them permission to guide the interaction in a way that works for them.
00:19:59
Speaker
Let's address something practical.
00:20:01
Speaker
What about when verbal strategies aren't working?
00:20:04
Speaker
How do you know when to try a different approach or when to call for help?
00:20:08
Speaker
Great question, Marcus.
00:20:10
Speaker
People will sometimes escalate despite my best efforts.
00:20:13
Speaker
And if someone's voice is getting louder, if they're making threats, if they're becoming physically agitated, or if they're not responding to redirection, that's when I might pause the conversation and get additional support.
00:20:26
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And there's no shame in getting help.
00:20:28
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Sometimes, a fresh person with a different communication style or approach can make all the difference.
00:20:33
Speaker
It's not a failure of your verbal skills.
00:20:35
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It's smart safety management.
00:20:37
Speaker
Exactly.
00:20:39
Speaker
And sometimes, you need to be direct about safety.
00:20:42
Speaker
I want to keep working with you on this, but I need to feel safe to do my best thinking.
00:20:47
Speaker
Can we agree to keep our voices calm so we can focus on solving this together?
00:20:52
Speaker
That's a great example of setting a safety boundary while keeping the focus on collaboration and problem solving.
Colleague Interactions and Skill Practice
00:20:58
Speaker
Marcus, let's talk about something that's often overlooked, how we talk to colleagues about difficult patient interactions.
00:21:06
Speaker
The way we discuss challenging patients can affect how the whole team approaches those interactions.
00:21:12
Speaker
That's such an important point.
00:21:14
Speaker
If the Schiff Report describes someone as difficult or non-compliant, it can create negative expectations that become self-fulfilling prophecies.
00:21:22
Speaker
I've started using more descriptive, non-judgmental language in handoffs.
00:21:27
Speaker
Instead of, Mr. Jones is difficult, I might say, Mr. Jones is really anxious about his diagnosis and tends to ask a lot of questions.
00:21:38
Speaker
He responds well when you take time to explain things step by step.
00:21:42
Speaker
That gives the next nurse useful information about how to approach the patient successfully rather than just warning them to expect problems.
00:21:50
Speaker
It's another way of modeling, except this time we are modeling safe and appropriate attitudes for peers.
00:21:56
Speaker
And it helps maintain our empathy and professionalism.
00:21:59
Speaker
When we label patients negatively, it becomes harder to see them as individual people with legitimate needs and concerns.
00:22:07
Speaker
Let's discuss something practical for our listeners.
00:22:10
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How do you practice and improve your verbal de-escalation skills?
00:22:13
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These aren't abilities you're born with.
00:22:15
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They're skills that can be developed.
00:22:17
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Practice is so important, Marcus.
00:22:19
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I actually practice phrases and responses at home, thinking through different scenarios I might encounter.
00:22:26
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It's like rehearsing for a play.
00:22:28
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The more you practice the words, the more natural they become under pressure.
00:22:32
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And role playing with colleagues can be incredibly valuable.
00:22:35
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You can practice difficult conversations in a safe environment and get feedback on your approach.
00:22:40
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I also pay attention to interactions throughout my day, and not just with patients, but with family, friends, cashiers, anyone.
00:22:50
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Every interaction is an opportunity to practice respectful, empathetic communication.
00:22:56
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Recording yourself can be eye-opening too, though obviously not with actual patience.
00:23:01
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But practicing responses and then listening back can help you notice things like tone, pacing, or word choice that you might not be aware of in the moment.
00:23:09
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and studying successful interactions is just as important as analyzing the difficult ones.
00:23:15
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When an interaction goes really well, take a moment to think about what you did that worked so you can replicate it in the future.
Emotional Recharging and Conclusion
00:23:23
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Let's talk about self-care in relation to verbal safety strategies.
00:23:27
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Using these techniques effectively requires emotional and mental energy.
00:23:31
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How do you maintain your capacity to communicate effectively throughout long, stressful shifts?
00:23:35
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That's such an important question, Marcus.
00:23:37
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Compassionate communication is emotionally demanding.
00:23:41
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I've learned that I need to actively recharge between difficult interactions.
00:23:46
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Even if it's just taking three deep breaths or stepping outside for a minute,
00:23:51
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and recognizing when you're too depleted to communicate effectively is crucial.
00:23:55
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If you're exhausted or emotionally overwhelmed, your verbal skills are going to suffer, which can actually create safety risks.
00:24:02
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Absolutely.
00:24:03
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Sometimes the safest thing you can do is ask a colleague to take over an interaction, if you're not in the right headspace, to handle it well.
00:24:13
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As we start to wrap up, let's give our listeners some concrete takeaways.
00:24:17
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Natalie, what are the most important things someone can start implementing immediately to use their voice more effectively for safety?
00:24:23
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First, slow down your rate of speech, especially in tense situations.
00:24:28
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Second, acknowledge emotions before trying to provide information or solutions.
00:24:33
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Third, explain the why behind policies and procedures, rather than just enforcing them.
00:24:39
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I'd add, practice active listening by pausing before responding, use I statements instead of you statements when possible, and always offer choices when you can, even small ones.
00:24:49
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And remember that your tone matters more than your words.
00:24:54
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People will remember how you made them feel long after they've forgotten what you said.
00:24:59
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For our listeners who want to develop these skills further, what resources would you recommend?
00:25:04
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VistaLars training programs are excellent, of course, but also look for de-escalation training in your organization, practice with colleagues, and pay attention to health care workers who seem to handle difficult situations well.
00:25:19
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Learn from their approaches.
00:25:20
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And remember that these skills are useful for interacting with everyone, not just your patients.
00:25:26
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Better communication reduces stress and improves relationships across all areas of life.
00:25:31
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Before we close, Marcus, I wanna emphasize something important.
00:25:35
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Your voice and your presence are powerful tools that you already possess.
00:25:40
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You don't need special equipment or training to start using them more effectively.
00:25:44
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Small changes in how you communicate can make huge differences in safety and outcomes.
00:25:50
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That's exactly right.
00:25:52
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Every healthcare worker has the ability to create safer environments through their words and their presence.
00:25:57
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It's not about perfection.
00:25:58
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It's about intentional practice and continuous improvement.
00:26:02
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And remember, when you use your voice to create safety and show respect, you're not just protecting yourself and your patients.
00:26:09
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You're modeling these skills for your colleagues and contributing to a culture where everyone feels safer and more valued.
00:26:17
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For our listeners, we encourage you to start small.
00:26:21
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Pick one technique we've discussed today and practice it during your next shift.
00:26:25
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Notice what happens when you slow down your speech or when you acknowledge someone's emotions before providing information.
00:26:30
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That's all for today's episode of Confidence in Conflict.
00:26:34
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Thanks for joining us.
00:26:35
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If you enjoyed this episode, don't forget to follow, rate, and leave a review on your favorite podcast platform.
00:26:43
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Remember, your voice is one of your most powerful tools for staying safe and helping others feel safe too.
00:26:49
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Use it intentionally, use it with compassion, and use it with confidence.
00:26:54
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This podcast uses synthetic voices to share Vistalar's training and communication strategies.