Familiar to You, New to Them
Longtime coworkers may share this, while a new employee is still building it.
What is trust?
Also accept: What is familiarity? / What is an established relationship?
“You should know that by now” may discourage a new employee from doing this.
What is asking questions?
Also accept: What is seeking help? / What is asking for clarification?
Even accurate information can sound dismissive because of this part of your voice.
What is tone?
Also accept: What is your vocal delivery? / What is how you sound?
When a coworker says your response hurt them, do this before explaining your intentions.
What is listening?
Also accept: What is hearing their perspective? / What is listening to understand?
Talking about a coworker’s mistake for entertainment instead of helping resolve it is this.
What is gossip?
Also accept: What is talking behind someone’s back? / What is unproductive criticism?
“What do you want now?” may feel playful to an old friend but communicate this to a new teammate.
What is annoyance?
Also accept: What is irritation? / What is an unwelcoming attitude?
When you cannot help immediately, giving a clear time to follow up communicates this without dismissing your coworker.
What is your availability?
Also accept: What is when you can help? / What is a clear follow-up time?
“Excuse me—can I get to the printer?” is a respectful replacement for this one-word command.
What is “Move”?
Also accept: What is “Scoot”?
After a hurtful comment/behavior, an apology becomes more meaningful when followed by this.
What is a change in behavior?
Also accept: What is following through? / What is adjusting future responses?
Gossiping about a new employee’s mistake can cause coworkers to form this before getting to know them.
What is an unfair judgment?
Also accept: What is a negative first impression? / What is a biased perception of the employee?
“That’s just how we talk here” can pressure new employees to accept this type of behavior.
What is behavior that makes them uncomfortable?
Also accept: What is unwanted teasing? / What is disrespectful communication?
When someone repeats a question, identifying the confusing step is more helpful than making this assumption.
What is assuming they were not listening?
Also accept: What is assuming they were not paying attention? / What is assuming they ignored the instructions?
When possible, individual corrective feedback belongs in this setting.
What is a private conversation?
Also accept: What is a one-on-one discussion? / What is a setting away from patients and coworkers?
When incorrect insurance is discovered, verify and correct it, then discuss the employee’s mistake in this setting.
What is a private conversation?
Also accept: What is a one-on-one discussion?
Instead of discussing a coworker’s error with uninvolved teammates, address it respectfully with this person.
Who is the coworker involved?
Also accept: Who is the appropriate supervisor? / Who is the person responsible for helping resolve it?
Knowing a coworker “didn’t mean anything by it” explains their intent, but does not erase this.
What is the impact of their words?
Also accept: What is how the comment was received? / What is the other person’s experience?
“Do it the usual way” relies on shared history. A new employee needs these instead.
What are clear instructions?
Also accept: What are step-by-step directions? / What are specific examples?
When a patient approaches during a personal conversation, staff should shift this toward the patient.
What is their attention?
Also accept: What is their focus? / What is their engagement?
A patient was seen, but no authorization is on file. Instead of announcing the error to uninvolved coworkers, take this approach with the employee involved.
What is working one-on-one to review and resolve the issue?
Also accept: What is privately checking the records together? / What is addressing the concern directly and collaboratively?
“Let’s help fix it instead of talking about her” is an example of redirecting gossip toward this.
What is problem-solving?
Also accept: What is a solution? / What is constructive support?
Instead of assuming a new teammate enjoys the same teasing as everyone else, learn these.
What are their communication preferences and boundaries?
Also accept: What are their comfort levels? / What are their preferences about humor and teasing?
A new employee who stops asking questions may feel confident—or may be afraid of this.
What is being judged or embarrassed?
Also accept: What is being criticized? / What is being made to feel like a burden?
“I was only joking” explains intent. A sincere apology also acknowledges this.
What is the impact on the other person?
Also accept: What is how the comment affected them? / What is the hurt or embarrassment caused?
After publicly blaming a coworker for an error, privately apologizing is a start. This additional action helps repair their reputation with those who heard it.
What is acknowledging and correcting your statement with the same people?
Also accept: What is taking responsibility in front of those who heard the blame? / What is correcting the record?
Discussing an error with the people needed to correct it serves this purpose, which gossip does not.
What is resolving the issue and preventing it from happening again?
Also accept: What is improving the process? / What is supporting learning and accountability?