INCOMING!

    Problems.  If you manage anything you know by now that once one is solved, another is probably on it's way.  How do you react to that?  Do you run and take cover, stand and face it like a man (or woman), or, heaven forbid, make it even worse?  I just read Ellen Weber's post on this subject on her Brain-Based website and not only does she tell us what we do wrong when faced with difficulties, she tells us how we mess up our brains by reacting to stress in negative ways. 
    I think the best way to face and solve problems is to see them coming as they develop.  Don't wait until everyone is upset and reacting.  It's much harder that way.  Anticipate the problem.  Start by watching those around you in the normal course of things.  You get little hints.  Someone walks in at the beginning of the day and says their stomach has bothered them all night.  Wait about an hour and bring them some hot tea.  They will be delighted.  It is wonderful to feel cared for and tea always does the trick better when someone else bothers to make it for you.  It takes minutes but the effect is lasting.  If a patient is starting to seem upset by some technicality, slow down.  Take the patient somewhere private and start over.  Try to understand what they want and let them see you're on their side.  Even if you don't get exactly what they want they'll know you tried.  Don't make enemies.  If the specialist you're referring to doesn't have an appointment for your patient as soon as you'd like, be courteous.  Ask them if they will place your patient on their priority list and tell them you'll let the patient know how good they are about trying to accommodate the patient's needs.  You'll get a better result that way. 
    Your autoclave dies and the repair guy can't come for two days?  You want to hit the roof, don't you?  Your boss isn't going to like this one bit.  Ask for the manager.  Tell him how great the service always is and that the repair guy is a gem.  Now ask him what he can do to make your case a priority because you can always count on him to recognize a true emergency. Offer to come in a little early in the morning or stay a little late in the evening to accomodate their schedule.  Don't pull this out too often, so when you need it, it works.  Solve problems with flexibility, don't expect everyone else to do all the bending.
    Do you have someone you have a difficult relationship with at work?  I bet that you both spend most of your time trying to prove the other one wrong and yourself right.  It may be so subtle that you don't even realize it.  Try something different.  Allow your differences to exist side by side and leave it alone.  Examine the other point of view for some validity and you might even find a better way.  Recognize that if it is so important to you to be right to the other person, there must be something you admire about them.  Otherwise you wouldn't need to convince them.
    Does that all sound phony or contrived?  Well, if it does, that's OK, as long as the patient is served well and the right outcome is achieved.  You may feel like you're playing a role, but that may just be because you've never tried to solve problems in this way before.  Be innovative and positive and your problems will resolve much more successfully than they did before.  Problems keep us on our toes and if you look at them as opportunities to think and use your brain in new ways that increase your intelligence, you just might look forward to a new problem to solve.

Comments

[Able Mart]

"Allow your differences to exist side by side and leave it alone."

I think I'm doing this but I was classifying it as avoidance. Maybe I'm doing it right afterall.

[Linda Zdanowicz]

Able, you probably are just fine. Not all problems have solutions or need to be solved. Differences don't have to be problems. If they were, all we'd have are problems because we all have differences. Decide to do what you can and live with the rest. If it's worth it, you will find a way.
Linda