EP. 142: Throwback episode - Handling Tough Conversations through Compassionate Communication

Difficult conversations may never feel easy, but leaders can become more skilled and confident in having them. In this throwback episode of Coffee Break, Dr. Renee Thompson speaks with Diane Salter, Director of Surgical Services at WellSpan Health Ephrata and a consultant for The Healthy Workforce Institute, about addressing disruptive behavior, giving honest feedback, and holding employees accountable with compassion. Diane shares examples from surgical services, including conversations involving physician behavior and a highly personal employee concern, to show why leaders cannot avoid uncomfortable situations. She explains how self-awareness, preparation, empathy, and curiosity can help leaders communicate clearly without losing respect or trust. Diane also discusses the importance of focusing on behavior rather than attacking someone’s character and creating a workplace where feedback and peer accountability are part of the culture. Tune in to learn how to prepare for challenging conversations, stay focused when emotions rise, and lead with both empathy and assertiveness. About Diane Salter Diane Salter is a registered nurse with 25 years of experience in clinical nursing, education, and healthcare leadership. She leads more than 100 staff members across pre-hospital assessment, short-stay care, the operating room, post-anesthesia care, central sterile supply, and surgical inpatient units. With a strong clinical background in preoperative and post-anesthesia care, Diane is known for leading with confidence, enthusiasm, and passion. She challenges the status quo, communicates clear expectations, and works to create an environment where staff provide excellent patient care while treating one another with respect. Diane maintains professional certification as a nurse executive. She was nominated for a Nightingale Award in 2023 and received the 2024 Pennsylvania Nightingale Award in the Nurse Leader, Manager, or Director category. Things You’ll Learn Difficult conversations usually involve high stakes, differing opinions, and strong emotions. Leaders should approach challenging conversations as opportunities for growth rather than something purely negative. Preparation helps leaders stay clear, focused, and consistent when an employee becomes defensive or emotional. Leaders should address specific behaviors rather than criticizing someone’s personality or character. Curiosity can help leaders understand what may be contributing to an employee’s behavior. A healthy workplace culture allows employees and peers to hold one another accountable respectfully. Links & Resources: Connect with and follow Diane Salter on LinkedIn. Follow WellSpan Health on LinkedIn and visit their website! Check out the 33 Scripts Guide to Address Disruptive Behaviour here! Buy Renee Thompson’s book Enough! Eradicating Bullying & Incivility here! Grab a copy of Renee Thompson’s book Do No Harm Applies to Nurses Too! here. Learn more about the Eradicating Bullying & Incivility eLearning Program here! Have a question for Renee? Email us at [email protected] to have your leadership question featured in an upcoming Q&A episode! Disclosure: The host may be compensated for linking to other sites or for sales of products we link to. As an Amazon Associate, Coffee Break earns from qualifying purchases. Liked this episode? Rate, review, and share with your colleagues. Your support helps us reach more healthcare leaders working to create better work environments.