Staff communication in German medical practices: Phrases that drive staff up the wall

What it’s all about

Clear and respectful communication is the backbone of every successful medical practice. Choosing the right words plays a crucial role for practice owners. However, there are certain phrases that practice owners use time and time again when communicating with staff that have the exact opposite effect, leading to misunderstandings and creating frustration and a negative working environment.

Generalisations such as: “You are always disorganised.”

This makes practice owners give employees the feeling that their efforts are not seen. If a practice owner says that an employee is “always disorganised”, they feel misunderstood and belittled. Instead, if necessary, concrete, situation-related criticism should be made that addresses specific events and possible improvements.

Reproaches and accusations such as: “I told you…”:

Such formulations come across as lecturing and create a defensive attitude. They imply that the employee is not listening or is not making an effort, which undermines trust and cooperation. A better alternative is to clarify misunderstandings and look for solutions together.

Signalling disinterest such as: “That’s not my problem.”

This attitude in particular weakens employees’ trust in management and impairs their motivation. It is important to work together on solutions and offer support in order to promote a strong team spirit.

Insinuations such as: “You don’t understand.”

Confronting assumptions of incompetence significantly diminish employees’ self-esteem. Instead, practice owners should be patient and supportive by offering explanations and showing understanding.

Unrealistic expectations: “That’s obvious.”

Statements like “that’s obvious” assume that employees must automatically know what to do. The consequences are frustration and feelings of guilt. It is therefore important that doctors communicate clear instructions and expectations in order to avoid misunderstandings.

Lack of appreciation such as: “I don’t have time for this.”

Such phrases are often used in stressful situations and serve as a defence against additional stress. Their content, however, is that the concern expressed is unimportant. Even in stressful times, practice owners need to discipline themselves and take the time to take their employees’ concerns and suggestions seriously, e.g. by postponing the conversation to a later date. Respectful communication shows appreciation and promotes a positive working environment.

Disrespect such as: “That’s ridiculous.”

Dismissing employees’ ideas or suggestions as “ridiculous” is not only disrespectful, but also stifles the spirit of innovation and motivation. Practice owners should therefore always be open to new suggestions and consider them, even if they are not always feasible.

Hostility to innovation such as: “We’ve always done it this way.”

This statement demonstrates a clear aversion to change and innovation. However, in a constantly evolving medical working environment, it is important to be open to new methods and approaches in order to continuously improve practice.

Distrust like: “I don’t trust you on this.”

Trust is the foundation of any successful collaboration. Statements such as “I don’t trust you” put a considerable strain on the working atmosphere, even if they only concern individual aspects of daily work. Instead, practice owners should speak openly about their concerns and develop solutions together with employees in order to build and strengthen trust.

Conclusion

Choosing the right words is crucial for practice owners. By avoiding the words and phrases mentioned above, practice owners can create a respectful, constructive and motivating communication culture. This not only contributes to employee satisfaction and motivation, but also to the quality of patient care and the success of the practice. Conscious and respectful communication is the key to a positive and productive working atmosphere.