Navigating Conflict in Physician Communication

By Sofie Morgan, MD MBA FACEP CPXP CPC

Conflict is integral to the human experience, even for physicians with a strong commitment to professionalism. From my practices as a patient experience professional and an emergency physician, it is clear that conflict often overlies deeper feelings of being misunderstood or undervalued. Yet, in my professional coaching endeavors, I have witnessed how navigating conflict skillfully can spur growth and innovation.

Many perceive conflict narrowly as a win-lose situation, leading to defensive responses. This mindset, rooted in fight-or-flight instincts, can harm doctor-patient relationships and exacerbate stress. Physicians may see only two paths: conceding or dominating. But what if we reframe this paradigm, shifting from win-lose dynamics to collaboration? What if we embrace conflict, not as a game, but as a pathway to mutual understanding?

Moving from “I lose, you win” or “I win, you lose” to “We both win” or even “There’s no such thing as winning” transforms conflict from a threat to a learning opportunity. It acknowledges the natural diversity of perspectives and fosters an environment where understanding precedes solutions, and human connection transcends individual outcomes.

 Shifting one’s mindset in conflict demands conscious effort. Consider these tools:

• Begin with self-awareness: Notice signs of stress, like a racing heart or inner anger.
• Take a pause: Reflect inwardly, allow yourself and others a moment to evaluate the situation and shift mindsets.
• Embrace curiosity: Approach conflicts with a learning mindset. Focus on understanding first and solutions second. You will gain a deeper understanding and create space for innovative solutions. And you will establish a foundation of mutual trust on which to build.
• Understand triggers:
  • For yourself – Reflect on thoughts, feelings of being overlooked, past traumas, or draining factors like fatigue. These cue us into our needs and help us communicate those needs effectively.
  • For others – Ask open-ended questions. Demonstrating openness and concern de-escalates the situation. And everyone will develop a deeper awareness of the situation.
• Practice generosity: Be generous to yourself and others interpreting actions, words, and events.
• Focus on shared goals and humanity: Finding common ground allows for consensus or respectful disagreement.
• Maintain boundaries: Recognize and respect everyone’s boundaries including your own, especially in volatile situations.
• Ask for help: Sometimes things go beyond our capabilities. Lean on resources such as peers and supervisors. If the conflict affects your ability to function, consider professional psychological support.

By prioritizing curiosity and effective communication, we pave the way for collaboration, innovation, and ultimately a more enriching human experience for physicians, patients, and families. I have witnessed firsthand how this approach transforms conflict into springboards for growth, fosters positive work environments, and nurtures trust within the doctor-patient relationship. In navigating conflict with skill and empathy, we elevate the human experience for all.

Sofie Morgan, MD
Sofie Morgan is an emergency physician with a passion for restoring humanity in healthcare. Serving as the Associate Chief Quality Officer for Patient Experience and Associate Chief Medical Officer at the University of Arkansas for Medical Sciences, she spearheads efforts to enhance the patient and family experience. As a Certified Professional Coach and Energy Leadership™ Index Master Practitioner, she is deeply committed to supporting healthcare professionals in rediscovering the joy of patient care. Dr. Morgan also guides mid-career professionals to recalibrate and find what’s next. Join the conversation with Dr. Morgan on LinkedIn at: https://www.linkedin.com/in/sofie-morgan.

About the Organization
The University of Arkansas for Medical Sciences (UAMS) is the only health sciences university in the state of Arkansas with six healthcare colleges. With 535 beds, it is the only adult level one trauma center in Arkansas. In addition to inpatient care, UAMS Health has countless ambulatory clinics and also provides digital care across the state.