By Evelyn Steen

Joseph Grenny author of Crucial Conversations: Tools for Talking when the Stakes are High was the presenter of this year’s Jerry G. Peers Lectureship. Crucial conversations are those talks that most people avoid, such as confronting a colleague or supervisor about their behavior or attitude. Knowing how to have crucial conversations, addressing the right topic in the right way and creating a sense of safety can ultimately provide for a healthier and more effective place to work.

Some of the problems we have in health care today such as patient safety and poor morale are that we live in a culture where we tend not to confront, discuss, or resolve
Issues. There are seven types of problems that are common in the health care environment. These are issues of competence, work ethic, mistakes, broken rules, lack of support, disrespect and micromanagement. These issues can be addressed effectively as long as a few key points are considered. First, it is important to be certain you are addressing the right topic. If you are on the right topic you should feel a sense of empowerment and be emotionally calm. Don’t get bogged down in the content, the immediate problem, instead address the pattern that is occurring. Make it safe; people get angry and defensive not at what you are saying, rather because of why they think you are saying it.

Establish safety before a crucial conversation by showing that you care both about the other person’s concerns and that you care and respect that person. Give the other person a reason to talk. Joseph Grenny says, “The first sentence out of your mouth affects the way the rest of the conversation will go. It is important to get that sentence right.”

Whenever you are not getting the results you’re looking for, it’s likely that avoiding a crucial conversation is keeping you stuck.