Wayfinder Reads: Building Better Communication with Crucial Conversations
Communication is the lifeblood of any thriving medical practice. From navigating difficult patient conversations to addressing team dynamics, how we communicate often determines whether we sink into conflict or rise to solutions. That’s why this month’s Wayfinder Reads pick is Crucial Conversations: Tools for Talking When Stakes Are High by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler.
At Wayfinder, we talk a lot about courageous communication—having the kind of conversations that aren’t always easy but are absolutely necessary. Crucial Conversations gives us a roadmap to do just that. It’s a book about handling those pivotal moments with grace, clarity, and empathy so that relationships deepen, problems get solved, and teams grow stronger.
Image By https://cruciallearning.com/
Why The Checklist Manifesto Matters
Every medical practice faces its share of high-stakes moments—situations where emotions run high, opinions differ, and the outcome matters greatly. Maybe it’s addressing a billing dispute with a patient, confronting a team member about performance issues, or hashing out differing opinions in leadership meetings. These conversations, if mishandled, can lead to resentment, conflict, or poor decisions.
The authors of Crucial Conversations argue that it’s not the content of these conversations that creates problems—it’s how we communicate during them. They offer a framework to help you stay calm, articulate your points clearly, and maintain mutual respect, even in the toughest situations. For medical practices, this book is an essential tool for creating stronger teams, better patient relationships, and a healthier workplace culture.
How Practices Can Apply the Lessons of The Checklist Manifesto
Here are some takeaways from the book and how they can translate into actionable steps for your practice:
1. Start with heart
The first principle of Crucial Conversations is to clarify your own intentions before diving in. What do you really want to achieve? What’s your desired outcome, not just for the situation but for the relationship?
How to Apply It:
With Patients: If a patient is frustrated about a billing issue, pause before responding. Ask yourself: “Do I want to just resolve the issue quickly, or do I want to also ensure the patient feels valued and heard?”
With Staff: When addressing a team member about repeated tardiness, focus on the goal of mutual understanding rather than assigning blame. For example: “I’d like us to talk about what’s been happening with your schedule and how we can resolve it together.”
2. Create a safe space for dialogue
When people feel unsafe—whether emotionally or psychologically—they either go silent or defensive. The authors emphasize the importance of making others feel safe so conversations can stay productive.
How to Apply It:
With Patients: If a patient becomes upset, acknowledge their emotions to help them feel understood. For example: “I can tell this is really frustrating for you. Let’s work together to find a solution.”
With Staff: During team discussions, reinforce that everyone’s input is valued. For example: “I appreciate you sharing your perspective—it’s important for us to hear all sides so we can make the best decision.”
3. focus on shared goals
When emotions run high, it’s easy to get stuck in a “me vs. you” mindset. Crucial Conversations teaches us to reframe discussions around shared goals, helping everyone move forward together.
How to Apply It:
With Patients: If there’s a disagreement about treatment plans, bring the focus back to the shared goal: the patient’s health and well-being. For example: “We both want to make sure you get the best possible outcome. Let’s talk about what that looks like.”
With Staff: In leadership or team meetings, ground the conversation in your practice’s mission. For example: “We’re all here to make sure our patients feel cared for. How can we align on the best way to achieve that?”
4. master your stories
We all tell ourselves stories about what’s happening in a given situation—stories that might not be entirely true. For example, if a patient doesn’t follow up on treatment, you might assume they’re careless, when in reality, they might be confused or overwhelmed. The book encourages us to challenge these assumptions.
How to Apply It:
With Patients: Instead of jumping to conclusions, ask open-ended questions to understand the full picture. For example: “I noticed you missed your last appointment—can you tell me what happened so we can help?”
With Staff: If a team member isn’t meeting expectations, avoid assuming laziness or lack of care. Instead, ask: “I’ve noticed a few deadlines have been missed. Is there something going on that’s making it harder to stay on track?”
5. move to action
A great conversation isn’t just about talking—it’s about creating actionable next steps. The authors emphasize the importance of clearly defining who will do what by when, ensuring accountability and follow-through.
How to Apply It:
With Patients: End conversations with clear next steps. For example: “To move forward, I’ll follow up with billing, and you’ll let us know if you have additional questions. Does that work for you?”
With Staff: Summarize team discussions with actionable plans. For example: “Let’s confirm next steps. Sarah will update the patient communication plan by next Tuesday, and we’ll review it together in the next meeting.”
What This Means for Your Practice
Reading Crucial Conversations is a reminder that communication isn’t just a skill—it’s a cornerstone of success. Every day, your practice faces moments where the way you communicate can strengthen—or strain—relationships. By applying the principles of Crucial Conversations, you can create a culture where dialogue is open, respectful, and solution-focused.
As we move further into 2025, I encourage you to think about where your practice might benefit from better communication. Is there a tough conversation you’ve been avoiding? A patient interaction that could be handled with more empathy? A team dynamic that could be strengthened by greater openness? Take one step toward improving how you approach those moments.
Your Next Step: Start Practicing Today
At Wayfinder, we’re committed to helping practices not just function but thrive. Better communication is one of the simplest yet most transformative ways to do that. If you’d like support in creating a culture of courageous communication, we’re here to help. Together, we can build practices that connect deeply with patients and teams alike.
Next Month’s Pick
Next month, we’ll be exploring another book to inspire growth and transformation in private practices. Until then, we’d love to hear: What’s one way you’re building stronger communication in your practice?
Here’s to conversations that create growth and connection,
Amy
