Redirecting Negative Behavior Story

Kait: I was having a difficult time getting through to one of the physicians that I work with closely. I had to present some pretty difficult information to him and he, I had later found out, was in the goal of significance and wanted to power over me and use this very puffed-up image that he was a physician and he knew better, even though what he was talking about maybe wasn’t necessarily related to what I was trying to get across to him about his coding. And so I was able to work with him and use the redirect tool on him so that he could gain a better understanding of where I was coming from. And now he’s a team player. He sees that I’m on his side and I’m just trying to help them and help improve his overall documentation and coding strategy. All in all, it worked. It was great. It was nice to practice first before I went in, because it was a little nerve-racking, trying to talk to the physician about something so delicate, but once he saw that we were on the same team, and we all have the same goal, it was a much different story. The way I would have handled it previously without knowing what redirect even is, is I would have gone in and told him, “This is how it is” and tried to puff myself up and make myself seem like, “No I know what I’m talking about.” And I would have walked away and we wouldn’t have come to any sort of agreement or a solution. We would have left it as that we were both right and what we said and nothing would have gotten better. But previously in my meetings with him before redirect or before LifeWorks in general, I always went away so upset and so discouraged in every meeting. And now, he really relies on me to give him the best feedback that I can. He sees me as a trusted team member. We have a great relationship now.