EP46 | Building Trust in the Process with Karl Pister

What if the conflict you're avoiding could actually become one of your most powerful tools for building trust, improving culture, and retaining top talent in healthcare? In this insightful episode of the Scalpel and Sword Podcast, host Dr. Lee Sharma welcomes Karl Pister, as he brings deep expertise in conflict management, mediation, emotional intelligence, and leadership development. Together they unpack why many high-performing physicians are promoted into leadership roles despite lacking skills in communication and conflict resolution. They discuss the dangers of tolerating toxic high producers, the importance of setting clear behavioral expectations early, and how proactive leadership, (like the CEO who bluntly told new physicians “if you’re a whiner, a loser, or a jerk, you won’t be here long”) can transform workplace culture. Karl shares powerful stories from his coaching practice, including observing open-heart surgeries to truly understand a surgeon’s world and build genuine trust. The conversation dives into practical strategies: using the “prism” metaphor to see situations from others’ perspectives: The three types of conflict (task, relationship, and value-based), the critical role of strong listening (including hearing what’s behind the silence)and why following a structured mediation process,  instead of rushing to false harmony, leads to real resolution and stronger relationships. They also explore why healthcare’s siloed, individually focused training makes conflict resolution especially challenging for physicians, and how intentional training in these “soft” skills can dramatically improve team dynamics and patient care. Three Actionable Takeaways: Treat conflict as a trainable leadership skill, not something to avoid: Leaders should stop giving high performers a free pass on toxic behavior. Set clear expectations early, address issues proactively, and use structured processes rather than waiting for a crisis or HR disaster. Build trust through deep listening and understanding the other person’s “prism”: Before solving problems, take time to truly hear people including what they’re not saying. Use looping (reflecting back what you heard) and make the effort to see the situation through their filter or life experiences. Follow the process and separate types of conflict: Don’t rush to “move forward” without addressing task, relationship, or value-based issues properly. Guard the mediation process with clear ground rules, give people time to be heard, and handle relationship repair separately when needed. About the Show:  Behind every procedure, every patient encounter, lies an untold story of conflict and negotiation. Scalpel and Sword, hosted by Dr. Lee Sharma—physician, mediator, and guide—invites listeners into the unseen battles and breakthroughs of modern medicine. With real conversations, human stories, and practical tools, this podcast empowers physicians to reclaim their voices, sharpen their skills, and wield their healing power with both precision and purpose. About the Guest: Karl Pister is the founder and president of The Coaching Group, an executive coaching and organizational consulting firm. With over 34 years of experience in coaching, training, and counseling,  and a focus on healthcare leadership since 2008, Karl brings deep expertise in conflict management, mediation, executive development, and emotional intelligence. He holds degrees from Brigham Young University and is a Professional Certified Coach (PCC) through the International Coach Federation, as well as a John Maxwell Team certified coach. Karl also hosts The Healthcare Leadership Excellence Podcast. Website: coachinggroupinc.com LinkedIn: linkedin.com/in/karlpister  Phone: (503) 381-8705)  About the Host: Dr. Lee Sharma is a gynecologist based in Auburn, AL, with over 30 years of clinical experience. She holds a Master’s in Conflict Resolution and is passionate about helping colleagues navigate workplace challenges and thrive through open conversations and practical tools. Connect with Dr. Lee Sharma: 📧 Email: [email protected] 🌐 Website: East Alabama Health - Dr. Sharma The Scalpel and Sword Podcast is for informational purposes only and does not constitute medical, legal, or professional advice. Always consult a qualified professional regarding your specific situation. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.