Five Simple Ways to Transform Negative Situations into Positive Ones
Nancy Singleton
While working in your chiropractic office, things are going to go wrong from time to time. Maybe your patients will have an extended wait time, or (heaven forbid) you may forget about a patient in a treatment room for a little too long. Maybe a patient or even a coworker will be rude. When such things happen, it's easy to start feeling negatively about yourself, the patient, or the situation. If you start looking at these events as learning opportunities, though, you will not only help make your office a better place, but you also will develop into a stronger and happier person. To get started, here are five tricks you can use to turn situations from negative to positive. With each of these tricks, there are questions you can ask that will immediately reframe the situation in a positive light.
So, give it a try! With a little work, you'll be surprised how quickly you can turn a negative situation around.
1
Take a step back and evaluate the situation.
ASK: What can I learn from this?
To get started, take a step back and evaluate what's really happening. What is the other person upset about? Why are you upset? Before you rush to a snap judgment—or worse, a fiery reaction —take a minute to think about what you're reacting to and why. In many situations, you'll find that your initial reaction was overblown and that the situation isn't as bad as it first seemed. What a relief! Take a few deep breaths before moving on to step two.
2
Control your response.
ASK: How can I respond in a way that builds everyone up and also shows self-respect?
Before you respond to a situation, ask yourself if you're going to let this ruin your day. Is it really worth
it? How might the outcome be different if you're able to deal with it positively and professionally? Ultimately, if you're able to muster up a positive attitude, you'll be better prepared to deal with the problem. So, before you respond, think about what you want to accomplish. Do you want to exacerbate the situation, or be the one to change it? Though you can't control how other people are going to react, you can always control your own actions. Don't forget that you're in control!
3
Accentuate the positive.
ASK: What's great about this?
No matter how bad things may seem, there are always positive truths that you can affirm about yourself, the other person, or the situation. If your wait time is unusually long, it could be because your doctor is takingthetimeto have meaningful, in-depth conversations with patients about their health. That's pretty important, even if it means that other appointments are running late! Instead of informing patients of the long wait with a curt tone, accentuate the positive—greet them with a smile, inform them of the wait time, and let them know why things are a little slow (because the doctor is very thorough, and in just a few minutes, they'll receive the same first-class treatment).
4
Take responsibility for your mistakes.
ASK: What could I have done differently to have avoided this issue?
If you're involved in an intrapersonal conflict— whether with other staff members or with a patient— begin by taking responsibility foryour mistakes. If done in the right way, this can help diffuse any further tension. A heartfelt apology goes a long way! Even if you don't think that you did something wrong, accepting responsibility for a mistake can help others see (and acknowledge) that they made mistakes as well. This helps clear the air, allows you to move forward, and makes it possible to address more important issues, such as resolving the problem and making sure that it doesn't happen again.
5
Identify the problem and find a solution.
ASK: What new policy can we implement moving forward?
Ultimately, if you ask the right questions, it will be easier to maintain a positive attitude, and you'll be better equipped to solve your problem. A positive problem-solving approach is always more productive and effective than a negative approach. Making mistakes is part of being human! We all make mistakes, but it's how we frame the situations (with the right questions) and how we respond that is crucial. If you let yourself get upset, complain, or criticize, you're
not correcting the mistake—you're just adding to the problem. Instead of exacerbating the situation, follow these steps: take a step back and evaluate; control your response; accentuate the positive; and take responsibility for your mistakes (all while asking the right questions). After you've done all of this, it will be so much easier to find a solution. You might be surprised how far the right questions will get you!
Once you've taken these steps in your own life, you'll see why they're so valuable. When you start to transform negative situations into positive ones, you'll find that you, your coworkers, and your patients are all better off for it. You'll be happier and more satisfied in your job, and your patients will notice the difference! Positive energy is contagious. If you're able to maintain an upbeat, positive attitude—even in the face of overwhelming difficulty—your patients will love you for it.
Nancy Singleton is a 1989 graduate of the Los Angeles College of Chiropractic Assistants. She consulted and helped doctors grow their practices for more than 20 years. She and her husband, Dr. Todd Singleton, teach chiropractors how to implement multiple cash systems into their existing
practices. For more information, e-mail ngsingleton@gmail. com or visit www.PatientsWantWeightLoss.com.
