From Defensive to Detective: A New Approach to Patient Objections

“An objection is not a rejection, it is simply a request for more information.” – Bo Bennet

This insightful quote from Bo Bennet offers a valuable perspective for healthcare professionals when dealing with objections. It encourages us to reframe our understanding of objections and approach them with curiosity rather than defensiveness.

The Nature of Objections in Healthcare

When people raise objections, it’s easy to perceive them as challenges to your expertise or as personal attacks. However, this quote reminds us that objections often stem from a desire for clarity and understanding. The person may be expressing concerns, fears, or simply seeking more information to make informed decisions about their choices.

Looking Beyond the Surface

It’s crucial to recognise that the presenting objection is rarely the main problem. Like an iceberg, what is heard on the surface is often just a small part of a larger, underlying issue. For instance, a patient objecting to a treatment plan might be masking fears about the implications on their work, sport or social life, concerns about costs, or misunderstandings about the advice being offered.

The Importance of Emotional Management

As healthcare professionals, managing your own emotional state is paramount when faced with objections. It’s natural to feel defensive when your recommendations are questioned, but reacting emotionally can hinder effective communication. By maintaining a calm and composed demeanour, you create a safe space for the other person to express their concerns openly.

Cultivating Curiosity

Instead of becoming defensive, adopting a stance of curiosity can transform these interactions. When you approach objections with genuine interest, you open the door to deeper understanding. This curiosity allows you to ask probing questions, uncover hidden concerns, and provide the additional information that is need.

Practical Approaches

Here are some strategies to implement this mindset:

1. Listen with Interest: Pay close attention to what you are hearing, seeing and feeling about what the person is saying, and more importantly, what they’re not saying.

2. Open-Ended Questions: Use questions that encourage the other person to elaborate on their concerns.

3. Empathetic Responses: Acknowledge feelings and concerns to build trust.

4. Provide Clear Information: Offer detailed explanations tailored to the other person’s level of understanding.

5. Check for Understanding: Regularly confirm that the they comprehends the information provided.

A Real-World Example

Consider a scenario where a patient objects to starting a new exercise regime. Instead of immediately defending the advice, a curious approach might involve asking:

“It sounds like you have concerns about these exercises. Tell me more about what’s worrying you.”

This opens a dialogue where the patient might reveal fears about the exercises making them worse, concerns about interactions with other activities, or misconceptions about the treatment in general. By addressing these specific concerns, you can provide targeted information and reassurance.

The Benefits of This Approach

By viewing objections as requests for information rather than rejections, you can:

– Build stronger patient-provider relationships

– Improve adherence and outcomes

– Reduce misunderstandings and potential conflicts

– Enhance satisfaction and trust in healthcare services

Summary

Bo Bennet’s quote reminds us that objections are opportunities for deeper engagement rather than obstacles to overcome. 

By managing your emotions, cultivating curiosity, and providing clear information, you can transform these moments into positive, informative exchanges. This approach not only addresses immediate concerns but also strengthens the overall quality of care.

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