Transcript of an actual conversation that I overheard yesterday. There was no way not to overhear as the conversation was rather loud. Insert your own tone of voice where appropriate.
RECEPTIONIST - Did you fill out the patient information form?
PATIENT - I filled out five forms and faxed them just to get the appointment.
RECEPTIONIST - Yes, but did you fill out the patient information form? I don’t see it in your file.
PATIENT - I had to fill out and fax a whole bunch of forms just to make the appointment with you and have driven along way to make this appointment today.
RECEPTIONIST - I understand that but we need a completed patient information form.
PATIENT - I don’t remember what I filled out, I filled out five forms.
I sat in the waiting area, with ring side seats, watching this exchange and was made immediately aware of the reason for the conflict. The exchange of communication was escalating into conflict not because of what was actually being said – the conflict was escalating because of what was not being said.
More than that, it was the idea or perception of what one party thought the other party was saying. There is often a chasm between what is being said and what he actually hear.
In the previous incident, the reason for the anger and frustration had to do with what each person believed the other person to be saying. Here’s the same scenario only I will change the words to reflect what each person was probably hearing.
RECEPTIONIST - You won’t be seen today because a form is missing.
PATIENT - Are you kidding me? Are you aware of the hoops I had to jump through just to set up the appointment.
RECEPTIONIST - That’s really not my problem. A form is missing and you won’t be seen without it.
PATIENT - This is ridiculous. We’ve waited along time for this appointment and have driven a long way to make it to the appointment. How come now you’re just telling me about it.
RECEPTIONIST - It doesn’t change the fact that without the missing form you will not be seen today.
PATIENT - Unbelievable.
From a distance, removed from the actual conflict, I saw the solution to the problem was to ask for the required form and fill it out while waiting the 6 hours to actually see the doctor.
