An environment such as radiology, in which there are countless interactions with a wide variety of people - colleagues, superiors and patients - every day, sometimes under time pressure, via telephone or shouting, presents a particular challenge for successful communication. Christine Schäfer, communication expert and founder of KommunikationsBuffet, provides insights into what makes for successful communication and what to look out for when dealing with difficult people.
Dealing with difficult people is a fine art in everyday life. I'm very sure you know exactly what I'm talking about. The patients who come to the radiology department with the credo of spoiling everyone else's good mood today. The colleague who prefers to scold, criticise, nag or know everything better. And the superior who can't get the examination done quickly enough or the result isn't good enough. There are people who you can't do anything, absolutely nothing, to please and who go through life as if they had bitten a lemon. We can probably all picture these people by now, don't we? If I am inattentive in these moments, I end up in lose-lose situations in various ways:
... my concern is not given priority
... my inner energy level drops
... my motivation suffers
... my counterpart feels the same way & the situation worsens.
BUT HOW DO I DEAL WITH SUCH CONTEMPORARIES HEALTHILY?
- Ignore it? That's an option, but I don't really feel comfortable with it.
- A snappy remark? Usually doesn't go down well with the other person, who is in ‘bad mood mode’
- Empathy paired with politeness? Experience has shown that this is the best choice and it's always amazing how de-escalating empathy and a degree of calm can be.
Admittedly, this is also the somewhat cumbersome & rocky road to success. But what does empathy actually mean?
... Giving the other person priority.
... Politely taking an (inner) step aside.
... Putting your own needs (or perceived rights) to one side with calm & patience.
... & try to treat the other person as respectfully and openly as possible.
Small things really, but they have a beneficial effect on the atmosphere of the conversation. Presumably the bad-temper isn't directed at us - we're just in the wrong place at the wrong time. Who knows what has been going on in the last hour? That's why it's important to keep reminding yourself of the following:
No matter how many times a day you say a certain sentence. Your counterpart is hearing it for the first & perhaps only time today.
No matter how stressed you are. Your counterpart probably is too - just for different reasons (fear, insecurity, etc.)
No matter how much there is still to do, please show your counterpart respect and appreciation by formulating complete sentences. A please and a thank you sometimes work wonders.
A POSSIBLE EXAMPLE FROM THE WORLD OF RADIOLOGY:
‘Hello *eye contact* Who may I help next? Mrs Schäfer. You have an appointment scheduled for an MRI scan of your knee today. Could you please have your insurance card at hand for me in advance? If your doctor has given you a referral, I'd be happy to have that too. Yes, there's a lot going on here today. I apologise for keeping you waiting. There have been some unplanned cancellations due to staff illness. May I ask you to give us a little more of your patience today? My colleagues on the equipment are doing their best! We are working as well & safely as we can to be able to give you your MRI images as quickly as possible! Thank you, that's very kind of you. If you like, please take a seat in waiting area 1. My colleague will call you in about 15 minutes. Thank you for your understanding, Mrs Schäfer!’
Inhale. Exhale. Keep breathing.
Smile 😀
Try this:
... the bad-tempered patient who can't move fast enough, but who is really just extremely worried about his examination
... the colleague who knew everything better without being asked
... the superior who was in a rage again
For today, I wish you a relaxed day & as many nice people as possible. If these are in short supply, then take the first step & look at them with a friendly face & discover what happens.
Enjoy your successful communication!
Author Christine Schäfer
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