Doing the Best They Can

Our dermatology department is composed of 25 doctors spread across 4 offices. It can be difficult to sustain cohesion so we have a few rituals to help hold us together. One is the morning huddle. This is a stand-up meeting lasting 3-5 minutes at 8:42 a.m. (just before the 8:45 a.m. patients). Led by our staff, huddle is a quick review of the priorities, issues, and celebrations across our department. While enthusiastically celebrating a staff member’s promotion one morning, a patient swung open the exam door and shouted, “What’s going on out here?! I’m sitting here waiting!” before slamming the door closed again. “Well, that was unnecessary,” our morning lead interjected as she went to reprimand him.
His behavior was easily recognizable to any doctor with children. It was an emotional outburst we call a tantrum. Although a graphic of tantrums by age would show a steep curve that drops precipitously after 4-years-old (please God, I hope), it persists throughout life. Even adults have tantrums. After? When I broke my pinky toe saving the family from flaming tornadoes a few weeks ago (I ran into the sofa), I flung the ice bag across the room in frustration. “You’ve a right to be mad,” my wife said returning the ice to where I was elevating my foot. She was spot on, it is understandable that I would be angry. It will be weeks before I can run again. And also my toe was broken. Both things were true.
“Two things are true” is a technique for managing tantrums in toddlers. I first learned of it from Dr. Becky Kennedy, a clinical psychologist specializing in family therapy. She has a popular podcast called “Good Inside” based on her book of the same name. Her approach is to use positive psychology with an emphasis on connecting with children to not only shape behavior, but also to help them learn to manage their emotions. I read her book to level up dad skills and realized many of her principles are applicable to various types of relationships. Instead of viewing behaviors as an end, she instead recommends using them as an opportunity to probe for understanding. When someone exhibits poor behavior rather than assume they are being a jerk, try to find the most generous interpretation of what just happened. Assume they are doing the best they can. When my 4-year-old obstinately refused to go to bed despite the usual colored night lights and bedtime rituals, it seemed she was being a typical tantrum-y toddler. The more I insisted — lights-out! the more she resisted. It wasn’t until I asked why that I learned she was worried that the trash truck was going to come overnight. What seemed like just a behavioral problem, time for bed, was actually an opportunity for her to be seen and for us to connect.
I was finishing up with a patient last week when my medical assistant interrupted to advise my next patient was leaving. I walked out to see her storm into the corridor heading for the exit. “I am sorry, you must be quite frustrated having to wait for me.” “Yes, you don’t respect my time,” she said loudly enough for everyone pretending to not notice. I coaxed her back into the room and sat down. After apologizing for her wait and explaining it was because an urgent patient had been added to my schedule, she calmed down and allowed me to continue. At her previous visit, I had biopsied a firm dermal papule on her upper abdomen that turned out to be metastatic breast cancer. She was treated years ago and believed she was in complete remission. Now she was alone, terrified, and wanted her full appointment with me. Because I was running late, she assumed I wouldn’t have the time for her. It was an opportunity for me to connect with her and help her feel safe. I would have missed that opportunity if I had labeled her as just another angry “Karen” brassly asserting herself.
Dr. Kennedy talks a lot in her book about taking the “Most generous interpretation” of whatever behavioral issue arises. Take the time to validate what they are feeling and empathize as best as we can. Acknowledge that it’s normal to be angry and also these are the truths we have to work with. Two truths commonly appear in these emotional episodes. One, the immutable facts, for example, insurance doesn’t cover that drug, and two, your right to be frustrated by that. Above all, remember you, the doctor, are good inside as is your discourteous patient, disaffected staff member or sometimes mendacious teenager. “All good decisions start with feeling secure and nothing feels more secure than being recognized for the good people we are,” says Dr. Kennedy. True I believe even if we sometimes slam the door.
Dr. Benabio is chief of dermatology at Kaiser Permanente San Diego. The opinions expressed in this column are his own and do not represent those of Kaiser Permanente. Dr. Benabio is @Dermdoc on X. Write to him at [email protected].
This article originally appeared on MDedge.com, part of the Medscape Professional Network.
 
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