Denise Robinson, DNP, MPH, BSN, RN, WOCN, is a celebrated nursing executive with more than two decades of nursing experience. She joins the Healthcare Experience Matters Podcast this week to discuss effective strategies for navigating difficult conversations with healthcare colleagues.

As a nursing executive, this subject matter is near and dear to her heart, and she has extensive communication experience in tackling tough conversations with patients, colleagues, and fellow nursing leaders over the years.

She currently serves as Vice President and Chief Nursing Officer at Loma Linda University Medical Center – Murrieta (LLUMC-Murrieta), in California.

In recent months, Dr. Robinson has appeared as speaker with the Healthcare Experience Foundation’s (HXF) ongoing series of virtual certificate programs.

HXF’s Empowering Certificate Programs for Healthcare Professionals

We’re excited to announce that the full slate of HXF’s virtual certificate programs has been published for the remainer of 2024. We’re driven to empower care delivery teams to create engaging experiences that promote, foster, and strengthen meaningful relationships between providers and patients.

We encourage you to join us throughout the remainder of the year in one of our HXF Certificate Programs aimed at delivering practical knowledge and lessons from leaders across a wide spectrum of healthcare disciplines—using real-world examples and cases—while providing opportunities to learn alongside fellow healthcare professionals in interactive virtual/online cohorts.

Ready to Learn More? Explore our 2024 Certificate Programs Schedule Here [pdf].

Strategies for Navigating Difficult Conversations 

Dr. Robinson emphasized that conflict, when approached positively, can serve as a catalyst for growth and improvement.

Dr. Robinson’s extensive background includes a Doctor of Nursing Practice from Case Western Reserve University and a Master’s in Public Health from Columbia University. Throughout her career, she has held significant roles, including leading clinical operations, implementing patient safety initiatives, and creating a wound care center. Her journey has been shaped by mentorship and the importance of following opportunities that arise along the way.

At the foundation of this interview is the necessity of fostering a collaborative work environment in nursing teams. Dr. Robin encourages nurses to view conflict not as a setback but as an opportunity to challenge assumptions, broaden perspectives, and promote open dialogue.

This approach not only enhances decision-making but also strengthens relationships within teams.

Dr. Robinson also highlighted the importance of effective communication in conflict resolution. By actively listening and ensuring that every team member feels heard, nurses can create an environment where concerns and ideas can be shared freely. She shared her practice of including frontline nurses in leadership meetings to give them a voice in the decision-making process.

Addressing conflict requires emotional regulation and preparation. Dr. Robinson advises new leaders to take time to ground themselves before engaging in difficult conversations, ensuring they listen attentively and approach discussions with empathy.

Her mantra is to keep the patient at the center of their discussions, as improved communication among team members ultimately leads to better patient care.

As this interview wrapped up, Dr. Robinson encouraged new leaders to embrace transparency and authenticity, highlighting the importance of adapting communication styles to connect with the multigenerational workforce in healthcare today.

By equipping teams with the necessary skills to handle conflict productively, healthcare leaders can transform challenges into opportunities for growth, ultimately enhancing team performance and patient outcomes.

Posted in:

Communication