What we can learn from clinicians about handling emotions in tough situations?

By Dr. John Fisher (assisted by AI)

Communication in healthcare involves more than sharing information. It is emotional work. Clinicians often face fear, grief, frustration, anger, and confusion—both from patients and within themselves. Their ability to manage their own emotions directly affects communication quality, patient safety, and their own well-being.

A study by Luff et al. (2016) shows how clinicians handle their emotions during difficult conversations. The researchers identify several practical strategies that help clinicians stay calm, clear, and professional.

1. Stepping Back Helps Clinicians Stay Grounded

Luff et al. (2016) found that clinicians often pause before they respond. Even a brief moment—a breath or a short silence—helps them stay steady instead of reacting too quickly.

This reflects emotion regulation theory, which explains how people manage feelings before they express them. Pausing is an example of antecedent-focused regulation because the clinician redirects emotion before it grows stronger.

2. Cognitive Reframing Reduces Distress

The study also showed that clinicians use cognitive reframing. They remind themselves that strong emotions from patients or families are about the situation, not about them personally.

This mental shift helps them stay calm and compassionate. It reduces defensiveness and allows clearer communication. This strategy fits Gross’s (1998) idea that reframing is one of the most effective ways to manage strong emotions.

3. Debriefing With Colleagues Builds Emotional Control

Another important strategy in the study was debriefing. After a difficult conversation, clinicians talk with a colleague to release tension and gain perspective. Luff et al. (2016) found that this helps clinicians:

process emotions safely
prevent emotional overload
reflect on the situation
communicate more effectively in the future

This shows that emotional support within the healthcare team improves communication with patients.

4. Self-Management Improves Empathy and Clarity

Clinicians who manage their emotions well communicate more effectively. Luff et al. (2016) found that they show more empathy, calmness, clarity, and professionalism during stressful moments.

This ties to emotional labor theory (Hochschild, 1983). Healthcare workers often must appear calm even when they feel stressed. The study shows that they can do this in a healthy way—by regulating emotion rather than suppressing it.

Why This Matters

Strong communication depends on how a message is delivered, not only on the words used. When clinicians manage their emotions well, they:

prevent conflict
make room for patient concerns
build trust
reduce their own stress
support safer decision-making

The findings from Luff et al. (2016) highlight how closely emotional skills and communication skills are connected.
With rising burnout in healthcare, learning to manage emotions during communication is no longer optional—it is essential.

Reference

Luff, D., Martin, E. B., Jr., Mills, K., Mazzola, N. M., Bell, S. K., & Meyer, E. C. (2016). Clinicians’ strategies for managing their emotions during difficult healthcare conversations. Patient Education and Counseling, 99(9), 1461–1466. https://doi.org/10.1016/j.pec.2016.06.017