How to Redirect with Confidence — Podcast

“How to Redirect with Confidence” — Episode 28

Co-host: Marcus—former healthcare security director

Co-host: Natalie—nurse practitioner and clinical team leader

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Redirecting conversations and behaviors in healthcare is one of the most challenging communication skills—and one of the most important. In this episode of Confidence in Conflict, Marcus (former healthcare security director) and Natalie (nurse practitioner and clinical team leader) break down how to guide interactions without escalating conflict or damaging relationships.

Through real-world examples and actionable strategies, they reveal how confident redirection can turn tense or unproductive encounters into cooperative, positive outcomes.

Some key takeaways from the discussion include:

• Why redirection is essential for patient safety and team effectiveness

• Techniques for guiding patients, families, and colleagues without creating resistance

• The difference between influence and control in high-stakes situations

• How to maintain authority while preserving trust and respect

• Practical ways to build confidence in redirecting conversations

Whether you’re facing a resistant patient, a frustrated family member, or a colleague heading down the wrong path, this episode equips you with the tools to respond with clarity, confidence, and compassion.

MARCUS: You're listening to "Confidence in Conflict," the podcast that transforms how healthcare professionals handle challenging situations. I'm Marcus, former healthcare security director.

NATALIE: And I'm Natalie, nurse practitioner and clinical team leader. Today we're tackling one of the most challenging communication skills in healthcare: how to redirect conversations and behaviors without escalating conflict or damaging relationships.

MARCUS: We're exploring the tools for steering interactions toward positive outcomes, even when people are resistant, upset, or heading in directions that won't serve anyone well. This is about guidance, not control - influence, not force.

NATALIE: Marcus, what makes redirection so crucial in healthcare is that we constantly encounter situations where people's natural impulses or immediate desires aren't aligned with their best interests or necessary procedures. How we guide those conversations determines whether we build cooperation or create resistance.

MARCUS: Whether you're redirecting a patient who's refusing necessary care, a family member who's making unrealistic demands, or a colleague who's heading toward a poor decision, the principles of confident redirection remain the same.

NATALIE: And what I love about Vistelar's approach to redirection is that it maintains respect and dignity while still achieving necessary outcomes. You're not manipulating people - you're helping them see options and make better choices.

MARCUS: Let's start with the psychology of redirection. Natalie, what happens in people's minds when someone tries to change their direction or behavior?

NATALIE: The brain's automatic response to redirection is often resistance, Marcus. When people feel like their autonomy or choices are being threatened, they tend to push back even if the redirection would actually benefit them.

MARCUS: This is called psychological reactance - the more someone feels pressured to do something, the more they want to do the opposite. It's why telling someone to "calm down" usually makes them more agitated, not less.

NATALIE: But when redirection is done skillfully, it can actually increase people's sense of autonomy by helping them see options they hadn't considered or understand consequences they hadn't recognized.

MARCUS: The key is that effective redirection feels like guidance and support rather than control and pressure.

Core Elements of Effective Redirection

NATALIE: Let's break down the components of confident redirection. What are the essential elements that make redirection successful?

MARCUS: The first element is understanding and acknowledgment, Natalie. Before you can redirect someone effectively, you need to understand why they're headed in their current direction and acknowledge the validity of their perspective.

NATALIE: This doesn't mean agreeing with everything they want to do, but it means recognizing that their current path makes sense to them for reasons that are real and important.

MARCUS: The second element is choice and options. Instead of just telling people what they can't do, effective redirection shows them what they can do and helps them understand the benefits of different choices.

NATALIE: And the third element is consequence clarity - helping people understand the natural results of different paths without being threatening or punitive about it.

MARCUS: Let's talk about the language patterns that support effective redirection. What words and phrases tend to increase cooperation versus resistance?

NATALIE: Language that emphasizes partnership and problem-solving tends to work better than language that emphasizes authority and compliance, Marcus. Instead of "You have to..." try "Let's figure out how we can..."

MARCUS: And questions often work better than statements. "What do you think would happen if..." or "How do you think we might..." invites people to think through situations rather than just react defensively.

NATALIE: I've learned to use what I call "bridging language" - phrases that acknowledge their perspective while introducing alternative viewpoints. "I understand you're frustrated with the wait, and let me help you understand what's happening behind the scenes."

MARCUS: That "and" instead of "but" is crucial. "But" tends to negate everything that came before it, while "and" suggests that both perspectives can coexist.

NATALIE: Let's talk about timing in redirection. When do you attempt to redirect, and when do you wait?

Recognizing the Right Moment to Redirect

MARCUS: Timing is everything, Natalie. If someone is highly emotional or escalated, attempting redirection too early often increases resistance. You might need to acknowledge and validate emotions first before introducing alternative directions.

NATALIE: And sometimes you need to let people express their initial thoughts or feelings completely before offering redirection. Interrupting too early can make people feel unheard and increase their determination to stick with their original position.

MARCUS: But waiting too long can also be problematic. If someone becomes too invested in a particular course of action, redirection becomes much more difficult.

NATALIE: I look for what I call "redirection windows" - moments when someone seems open to new information or alternative perspectives. Maybe they ask a question, express uncertainty, or seem to be considering options.

MARCUS: Let's discuss different types of redirection situations in healthcare. The approach might vary depending on whether you're dealing with medical compliance, behavioral issues, or communication problems.

NATALIE: Medical compliance redirection is probably the most common, Marcus. This is when patients resist necessary treatments, medications, or procedures. The key is helping them understand the connection between the intervention and their own goals.

MARCUS: Instead of just saying "You need to take this medication," you might say "This medication is designed to help you get back to the activities you enjoy. Let's talk about how it works and what you can expect."

NATALIE: Behavioral redirection is about guiding people away from actions that are disruptive or harmful. This might be redirecting someone who's becoming loud in a waiting room or helping a visitor understand why certain behaviors aren't appropriate.

MARCUS: And communication redirection is about steering conversations away from unproductive patterns - maybe someone who's venting repeatedly about the same issue or getting stuck in blame and complaints 

Techniques for Successful Redirection

NATALIE: Let's talk about redirection techniques. What are some specific approaches that work consistently?

MARCUS: One powerful technique is the "Yes, and..." approach, Natalie. You start by finding something you can agree with in their position, then build on that agreement to introduce new perspectives.

NATALIE: For example, if someone says "I hate being here and I want to leave right now," you might respond "Yes, being in the hospital is really difficult, and I want to help you get home as safely and quickly as possible. Let's talk about what needs to happen to make that possible."

MARCUS: Another technique is future-focusing. Instead of arguing about current problems, you redirect attention to future goals and how different choices might help achieve those goals.

NATALIE: "I can see you're frustrated with the current situation. What would need to happen for you to feel like this visit was successful?" That question redirects from complaint to solution-focused thinking.

MARCUS: The "choice architecture" technique is also powerful. You present multiple acceptable options rather than a single demand, giving people autonomy while still achieving necessary outcomes.

NATALIE: "We do need to get this blood draw done today. Would you prefer to do it now while I'm here, or would you rather wait until after lunch? And would you like to sit up or lie down for the procedure?"

MARCUS: Those choices don't change the fact that the blood draw needs to happen, but they give the person control over how it happens.

NATALIE: Let's address something challenging - how to redirect when people are being unreasonable or making demands that can't be met.

Handling Unreasonable Demands

MARCUS: This is where the acknowledgment piece becomes even more important, Natalie. Even unreasonable demands usually have reasonable underlying concerns or emotions.

NATALIE: If someone is demanding to see a doctor immediately for a non-urgent issue, you might say "I can see you're really worried about your symptoms, and it makes sense that you'd want answers as quickly as possible. Let me explain how we prioritize cases and what I can do to keep you informed while you're waiting."

MARCUS: You're acknowledging their worry and their desire for quick answers while redirecting toward understanding the system and accepting the wait.

NATALIE: And sometimes you have to redirect expectations rather than just behaviors. People might have unrealistic ideas about what's possible, how long things take, or what outcomes are likely.

MARCUS: Expectation redirection often involves education combined with empathy. "I wish I could guarantee that this treatment will eliminate all your pain, and what we do know is that most people see significant improvement. Let's talk about realistic goals and how we'll monitor your progress."

NATALIE: Let's talk about body language and non-verbal communication during redirection. How does your physical presence support or undermine your redirection efforts?

MARCUS: Your body language needs to match your verbal message, Natalie. If you're saying you want to work together but your posture is rigid and defensive, people will respond to the non-verbal message.

The Power of Non-Verbal Communication

NATALIE: Open body language - uncrossed arms, relaxed shoulders, appropriate eye contact - supports the collaborative energy you're trying to create through redirection.

MARCUS: And positioning matters too. Standing over someone while trying to redirect can feel intimidating, while positioning yourself at their eye level feels more partnering and respectful.

NATALIE: Movement can also support redirection. Sometimes literally changing positions - maybe moving to sit down or shifting to face a different direction - can help people shift their mental perspective too.

MARCUS: Let's discuss emotional regulation during redirection attempts. How do you stay calm and confident when people resist your guidance?

Staying Calm Under Resistance

NATALIE: This connects back to our episode on pre-contact preparation, Marcus. The better prepared you are mentally and emotionally, the more equipped you are to handle resistance without taking it personally.

MARCUS: And it helps to remember that resistance is often not about you personally - it's about their situation, their fears, their past experiences, or their current stress level.

NATALIE: I've learned to view resistance as information rather than opposition. When someone pushes back against redirection, they're telling me something important about their priorities, concerns, or understanding.

MARCUS: That curiosity about their resistance often leads to better redirection strategies. "I can see you're not comfortable with that option. Help me understand what concerns you most about it."

NATALIE: Let's talk about when redirection doesn't work. What do you do when people remain resistant despite your best efforts?

MARCUS: First, it's important to recognize that not every redirection attempt will be successful, and that's not necessarily a failure on your part, Natalie. People have the right to make their own choices, even poor ones, in many situations.

When Redirection Fails

NATALIE: Sometimes the best you can do is ensure they're making those choices with full information about consequences. You've done your job if they understand their options and the likely outcomes.

MARCUS: And sometimes redirection is a process rather than a single conversation. Someone might resist initially but become more open to guidance over time as they build trust or as circumstances change.

NATALIE: You can also try different redirection approaches. Maybe logical appeals don't work with someone, but emotional appeals do. Or maybe they respond better to peer examples than to authority figures.

MARCUS: Let's discuss team approaches to redirection. Sometimes the most effective redirection comes from colleagues rather than from you directly.

NATALIE: Absolutely, Marcus. Some people are more receptive to guidance from peers, others respond better to different personality types, and sometimes a fresh perspective can succeed where previous attempts failed.

NATALIE: And team redirection can be more comprehensive. One person might focus on emotional support while another provides factual information, creating a more complete approach to guidance.

MARCUS: The key is coordination so that team members aren't giving conflicting messages or undermining each other's redirection efforts.

NATALIE: Let's talk about cultural considerations in redirection. How do cultural differences affect how people respond to guidance and how we should approach redirection?

Cultural Consideration

MARCUS: Authority relationships vary significantly across cultures, Natalie. Some cultures have strong respect for medical authority, while others emphasize individual autonomy and shared decision-making.

NATALIE: And communication styles differ too. Some cultures prefer direct, explicit guidance, while others respond better to indirect suggestions and story-telling approaches.

MARCUS: Family dynamics also vary. In some cultures, redirection needs to involve family members or community leaders rather than just the individual patient.

NATALIE: When working across cultures, it's often helpful to ask about preferences: "What's the best way for me to share information with you about your treatment options?" or "Who should be involved in these decisions?"

Crisis Redirection

MARCUS: Let's address redirection in crisis situations. How does the approach change when emotions are high and time is limited?

NATALIE: Crisis redirection often needs to be more direct and action-focused, Marcus, but the principles of respect and choice still apply when possible.

MARCUS: You might need to start with immediate safety redirection: "I need you to step back so we can help your wife," followed by more detailed explanation once the immediate crisis is managed.

NATALIE: And crisis situations often require redirection of multiple people simultaneously - patients, family members, and sometimes staff who might be reacting emotionally to the situation.

MARCUS: The key is staying calm yourself so you can provide the steady guidance that others need during chaotic moments.

Documenting and Teaching Redirection

NATALIE: Let's talk about redirection and documentation. How do you maintain appropriate records when you've had to redirect behaviors or decisions?

MARCUS: Documentation should focus on facts rather than judgments, Natalie. "Patient initially declined medication, stating concerns about side effects. After discussion of benefits and risks, patient agreed to modified dosing schedule."

NATALIE: And it's important to document not just the redirection attempt, but the reasoning and the outcome. This helps other team members understand the patient's concerns and what approaches have been effective.

MARCUS: Good documentation also protects you legally by showing that you provided appropriate information and respected patient autonomy while still advocating for their best interests.

Building Confidence and Empathy

NATALIE: Let's discuss the role of empathy in effective redirection. How does emotional understanding enhance your ability to guide people toward better choices?

MARCUS: Empathy allows you to understand not just what someone is doing, but why they're doing it, which is essential for effective redirection, Natalie.

NATALIE: When you understand someone's underlying emotions and motivations, you can craft redirection approaches that address those deeper needs rather than just surface behaviors.

MARCUS: For example, if someone is refusing a procedure because they're scared, logical arguments about medical necessity might not work. But addressing their fear and providing emotional support might make them more open to guidance.

NATALIE: Empathy also helps you time your redirection attempts better. You can sense when someone is ready to hear alternatives versus when they need more emotional support first.

MARCUS: Let's talk about confidence in redirection. How do you develop and project the confidence that makes people more likely to accept your guidance?

NATALIE: Confidence comes partly from competence, Marcus. The more you know about the medical reasons for your recommendations, the more confidently you can explain them and address concerns.

MARCUS: And confidence comes from practice. The more redirection attempts you make, the more comfortable you become with the process and the better you get at reading situations and adapting your approach.

NATALIE: But confidence isn't about being rigid or authoritarian. True confidence allows for flexibility and admits uncertainty when appropriate.

MARCUS: Confident redirection often sounds like: "Based on what I know about your condition, I'd strongly recommend this approach, and I'm open to discussing your concerns and exploring options together."

NATALIE: Let's address something important - how to redirect without becoming manipulative or coercive. What's the line between appropriate guidance and inappropriate pressure?

MARCUS: The key is that ethical redirection expands people's understanding and options rather than limiting them, Natalie. You're helping them make better-informed choices, not tricking them into compliance.

NATALIE: And you should be able to explain your redirection openly. If you can't honestly tell someone why you're guiding them in a particular direction, that might be a sign that your approach isn't appropriate.

MARCUS: Manipulation typically involves hidden agendas or deception. Ethical redirection is transparent about goals and reasoning.

NATALIE: And coercion involves threats or pressure that removes genuine choice. Effective redirection preserves autonomy while providing guidance and information.

MARCUS: Let's talk about redirection across different healthcare settings. Does the approach change in emergency departments versus medical floors versus outpatient clinics?

NATALIE: The urgency and time constraints definitely affect how you approach redirection, Marcus. In emergency settings, you might need to be more direct and action-focused.

Measuring Success and Teaching Redirection

MARCUS: But even in fast-paced environments, taking 30 seconds to explain your reasoning and provide choices when possible can prevent resistance that would cost much more time to overcome.

NATALIE: In outpatient settings, you often have more time for detailed discussion and collaborative decision-making, which allows for more sophisticated redirection approaches.

MARCUS: And in long-term care settings, redirection often becomes part of ongoing relationship-building rather than single-interaction guidance.

NATALIE: Let's discuss measuring the success of redirection efforts. How do you evaluate whether your approach is working?

MARCUS: Immediate indicators include whether people become more cooperative, ask questions instead of just resisting, or start exploring options rather than just defending their original position, Natalie.

NATALIE: Longer-term indicators might include improved compliance with treatment plans, fewer conflicts over care decisions, or patients expressing feeling heard and respected even when they don't get everything they initially wanted.

MARCUS: And you can track your own comfort and confidence with redirection attempts. As you improve, difficult conversations should feel less stressful and more manageable.

NATALIE: Patient feedback is valuable too. People will often tell you when they appreciate being guided respectfully rather than just being told what to do.

MARCUS: Let's talk about teaching redirection skills to others. How do you help colleagues develop confidence in guiding difficult conversations?

NATALIE: Role-playing is incredibly valuable, Marcus. Practicing redirection in safe environments helps people develop comfort and skill before they need to use these techniques in real situations.

MARCUS: And sharing successful redirection stories helps colleagues see what's possible and learn specific language patterns and approaches that work.

NATALIE: Mentoring is important too. Experienced staff can model redirection techniques and provide feedback to help newer colleagues improve their skills.

MARCUS: And creating a culture where redirection is seen as a valuable skill rather than just something you do when things go wrong helps encourage people to develop and practice these abilities.

NATALIE: As we start to wrap up, let's give our listeners specific techniques they can start using immediately to improve their redirection skills.

MARCUS: Start with understanding before redirecting, Natalie. Always take time to understand why someone is headed in their current direction before trying to guide them elsewhere.

NATALIE: Use language that creates partnership: "Let's figure out..." "How can we..." "What would work better..." instead of "You need to..." or "You can't..."

MARCUS: Offer choices whenever possible. Even small choices help people maintain autonomy while still achieving necessary outcomes.

NATALIE: Focus on future goals rather than current problems. "What needs to happen for you to feel good about this decision?" redirects from complaint to solution-thinking.

MARCUS: And practice patience. Effective redirection often takes time and multiple attempts rather than happening in a single conversation.

Key Takeaways and Wrap-Up

NATALIE: Remember that redirection is about guidance, not control. You're helping people see options and understand consequences, not forcing compliance.

MARCUS: The skills we've discussed today are part of Vistelar's comprehensive approach to conflict management. When combined with the pre-contact preparation and universal greeting techniques we've covered in recent episodes, redirection becomes much more effective.

NATALIE: And like all communication skills, redirection improves with practice and reflection. Pay attention to what works, what doesn't, and what you might try differently next time.

MARCUS: For organizations looking to improve their culture around difficult conversations, consider making redirection skills part of your training programs and performance expectations.

NATALIE: And remember that confident redirection benefits everyone - patients get better care, families feel more involved and respected, and staff experience less conflict and stress.

MARCUS: The ability to guide conversations and behaviors without escalating conflict is one of the most valuable skills you can develop as a healthcare professional.

NATALIE: Whether you're helping a patient understand treatment options, guiding a family through difficult decisions, or redirecting a colleague away from a problematic approach, these skills will serve you throughout your career.

MARCUS: Thank you for joining us for this exploration of confident redirection. These techniques have transformed how I handle challenging conversations, both professionally and personally.

NATALIE: We hope you've found practical strategies you can implement immediately. Remember, every difficult conversation is an opportunity to practice these skills and build your confidence.

MARCUS: If you've enjoyed this series on fundamental communication skills, please share these episodes with colleagues who could benefit from evidence-based approaches to conflict management.

NATALIE: And don't forget to follow, rate, and leave a review on your favorite podcast platform. Your feedback helps us reach more healthcare professionals who can use these strategies to improve their effectiveness and job satisfaction.

MARCUS: As we continue our podcast journey, we'll be exploring more advanced topics in conflict management and communication. Stay tuned for upcoming episodes that build on these foundational skills.

NATALIE: Until next time, remember that the ability to redirect with confidence is really about helping people make better choices while preserving their dignity and autonomy.

MARCUS: This podcast uses synthetic voices to share Vistelar's training and communication strategies.