In the high-paced environment of a medical workplace, the way we communicate can shape not only the patient experience but also the tone of our interactions with colleagues. Words have the power to heal or to harm. This is where the concept of being “impeccable with your word” as inspired in the book, “The Four Agreements,” by Don Miguel Ruiz, comes to mind. Pairing this concept with the mindful practice of pausing before we respond can change the entire dynamic of a conversation.
Building on Our Wellness Tools
In our previous wellness articles, we explored how the practices of meditation and yoga can reduce stress and anxiety for both patients and coworkers. We’ve shared ways to integrate these tools into the workplace—such as short mindfulness breaks, breathwork during morning huddles, or even guided meditations in waiting areas—as well as ways to access them at home.
The goal of these tools is simple: to help create an environment where patients feel calmer and more supported, and where staff feel grounded and focused, even during high-pressure moments. The pause and being “impeccable with your word” fit naturally into this approach. Just as meditation teaches us to slow down and notice our thoughts, the pause gives us space to consider our words before they leave our mouth. In both cases, we replace reaction with intention.
What it Means to “Be Impeccable With Your Word”
Being “impeccable with your word” emphasizes the power of words. It means speaking with integrity, clarity, and intention. It’s choosing language that reflects respect—for the listener, for the truth, and for yourself. It’s the language for the patient I also refer to as verbal anesthesia. By speaking in a way that makes sense to the patient we let them know they were heard. In a health care setting, where trust and understanding are essential, the words we choose can either open doors to collaboration or quietly close them.
Why the Pause Matters
If you read our last article where we interviewed Sondra Hoffman, chief operating officer of Treasure Coast Eye Specialists, she refers to how she utilizes the pause every day, and it is so natural to her now, no one is even aware she is doing it. The pause is more than a moment of silence—it’s a space to ensure your response is thoughtful, respectful, and aligned with your intentions. Without the pause, it’s easy to slip into autopilot responses, fueled by assumptions or emotions rather than careful listening.
Research shows that during conversations, many of us spend the majority of our “listening time” mentally preparing our reply rather than absorbing the speaker’s message. When we do this, we miss subtle cues, emotional context, and even critical details. This can be especially detrimental when:
-
Explaining a procedure to a patient.
-
Educating patients on pre and post operative instructions.
-
Navigating a sensitive workplace conversation.
-
Giving or receiving performance feedback.
-
Handling disagreements or misunderstandings between patients and, or, coworkers.
Replacing Words and Phrases That Create Barriers
Certain words can unintentionally add tension, fear, or resistance to a conversation—especially in high-stress situations. For example:
|
Common Word/Phrase |
Why It Can Be |
Alternative Approach |
|---|---|---|
|
Hate (“I hate doing paperwork.”) |
Conveys negativity and can lower morale. |
“Paperwork isn’t my favorite, but it’s important for accuracy.” |
|
Dislike (“I dislike this procedure.”) |
Suggests a personal bias that could affect confidence with the team and patients. |
“This procedure can be challenging, but we’re well prepared.” |
|
Pain (“You may feel pain after the procedure.”) |
Increases patient anxiety and anticipation of discomfort. |
“You may feel some pressure or brief discomfort, but it will pass quickly.” |
|
Can’t / Won’t (“We can’t do that.”) |
Shuts down problem-solving. |
“Here’s what we can do instead.” |
|
Won’t (“Patients won’t pay for that.”) |
This is a personal bias. You are not the patient. It can be dismissive or stigmatizing. |
“That’s an interesting price range—let’s explore it.” |
By pausing before we speak, we can choose language that maintains honesty but also preserves trust and optimism.
Using the Pause With Listening and Teach-Back
The pause also creates an opening for deeper understanding. Instead of rushing to respond, we can use active listening and the teach-back method to confirm clarity.
The teach-back method is a communication technique used to confirm patient understanding of information provided by a health care professional. It can also be used in the workplace with co-workers. It involves asking the patient to explain in their own words what they have learned, rather than simply asking if they understand. This method helps identify any misunderstandings and ensures that patients are equipped to manage their health effectively.
Here are a few examples:
With Patients:
-
“What I’m hearing is that you’re concerned about your recovery time—is that correct?”
-
“What I would invite you to consider is how much you may enjoy the freedom of improved vision after this procedure.”
-
“Can you repeat back to me the instructions we just discussed, so I can make sure we didn’t miss anything?”
With Coworkers:
-
“It sounds like you’re feeling stretched thin this week—did I understand that right?”
-
“I hear that you’re not sure about this workflow change. Can I share a possible benefit I see?”
-
“Just so we’re aligned, could you walk me through your next steps?”
These techniques not only reduce misunderstandings but also build trust. The other person feels heard, valued, and part of the solution—whether they’re a patient about to undergo surgery or a colleague navigating a busy day.
The key is in using the pause before responding. Take a breath, listen, pause and reply.
Wellness Tip Box—5 Phrases to Replace Today
Post this in break rooms, and pre-op areas as a quick reminder:
-
Instead of “This will be painful” → say “You might feel some pressure or brief discomfort.”
-
Instead of “We can’t do that” → say “Here’s what we can do instead.”
-
Instead of “That’s crazy” → say “That’s an interesting perspective—let’s look at it.”
-
Instead of “I hate this” → say “This is challenging, but we’re prepared.”
-
Instead of “I dislike…” → say “I find this part more challenging, but I’m confident in our process.”
-
Never say No → challenge everyone in some ways to Never Say No
Closing Thought
Being “impeccable with your word” is not about speaking perfectly—it’s about speaking consciously. Combined with the mindful pause, it allows us to truly hear, understand, and respond in ways that strengthen trust and connection in our medical workplace. Just like meditation or yoga, this is a practice—It takes practice. Over time, it creates an environment where patients feel safer, staff feel more connected, and communication becomes a tool for healing rather than stress in and out of the workplace. OP
