Redirecting conversations and behaviors in healthcare is one of the most challenging communication skills—and one of the most important. In this episode of Confidence in Conflict, Marcus (former healthcare security director) and Natalie (nurse practitioner and clinical team leader) break down how to guide interactions without escalating conflict or damaging relationships.

Through real-world examples and actionable strategies, they reveal how confident redirection can turn tense or unproductive encounters into cooperative, positive outcomes.

Some key takeaways from the discussion include:

Why redirection is essential for patient safety and team effectiveness

Techniques for guiding patients, families, and colleagues without creating resistance

The difference between influence and control in high-stakes situations

How to maintain authority while preserving trust and respect

Practical ways to build confidence in redirecting conversations

Whether you’re facing a resistant patient, a frustrated family member, or a colleague heading down the wrong path, this episode equips you with the tools to respond with clarity, confidence, and compassion.