A big part of job satisfaction is getting along with your colleagues—and if teammates are wrapped up in personal conflicts, it can interfere with communication and even create an unsafe situation for patients. When you’re gearing up for a difficult conversation, it’s important to be prepared. The DESC framework can help you approach these situations in a way that’s positive and productive. Begin your discussion by describing the situation, expressing concerns, suggesting alternatives and stating the consequences of the situation as it stands.
What is DESC?
See It In Action
Keep this in mind when using DESC to de-escalate a situation.
The best thing you can do when preparing for a difficult conversation is to be as prepared as possible.
- Give yourself time to plan and find a calm headspace, rather than rushing through the process.
- Write out or practice aloud what you’re going to say. Make sure you frame it using "I" statements.
- Anticipate possible reactions and prepare how you’d respond in each scenario.
What's the best way to rephrase this into an "I" statement?
What's the best way to rephrase this into an "I" statement?
What's the best way to rephrase this into an "I" statement?
Practice the proper use of the DESC framework with Nate and Marcus.
Use DESC to address interpersonal conflicts, not conflicts of information.
Utilize CUS in the moment when there is a difference in information. DESC can be used best when interpersonal conflicts arise and should be used to help frame your conversation.
Use DESC to highlight a breakdown in communication.
Let's say a nurse speaks to a physician about a concern about a patient, and the physician dismisses her concern. Later on, the nurse could use DESC to talk to the physician about how the exchange was problematic from a patient safety standpoint.
Use DESC to communicate what's bothering you.
If a colleague shuts you down in front of a group of peers, DESC can be a useful way to approach the colleague and explain how the exchange made you feel.
Make sure it's a good time to use DESC.
Ask the other person, "Is now a good time to talk?" Consider what they're doing and the environment around them so you have the best shot at having an effective conversation without distractions.
DESC can help you navigate interpersonal conflict in a way that promotes a healthy work environment.
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