We often talk about diversity at UHN; typically related to the cultural, religious or generational differences amongst our patients and staff.  What we don’t often consider when it comes to diversity, is personality types. 

While there are a variety of reasons why a patient may complain about their care, we find that most often the cause is related to the interpersonal interactions a patient encouters throughout their visit.  Personality plays a large role in conflict.

Below are examples of the 4 personality types.  Understanding your own type, and the types of others, will help you to avoid conflict and communicate more clearly.

1. Sanguine

• The sanguine temperament is fundamentally impulsive and pleasure-seeking; sanguine people are sociable and charismatic. They tend to be boisterous, enjoy social gatherings and making new friends. They are usually quite creative and often daydream.  However, some alone time is crucial for this temperament. Sanguine can also mean sensitive, compassionate and romantic. Sanguine personalities generally struggle with following tasks all the way through, are chronically late, and tend to be forgetful and sometimes a little sarcastic. Often, when they pursue a new hobby, they lose interest as soon as it ceases to be engaging or fun. They are very much people persons. They are talkative and not shy. Sanguines generally have an almost shameless nature, certain that what they are doing is right. They have no lack of confidence.

2. Choleric

• The choleric temperament is fundamentally ambitious and leader-like. They have a lot of aggression, energey and/or passion and try to instill it in others. They can dominate people of other temperaments, especially phlegmatic types. Many great charismatic military and political figures were choleric. They like to be in charge of everything. However, cholerics also tend to be either highly disorganized or highly organized. They do not have in-between setups, only one extreme to another. As well as being leader-like and assertive, cholerics are also very much prone to mood swings.

3. Melancholic

• The melancholic temperament is fundamentally introverted and thoughtful.  Melancholic people often are perceived as very (or overly) pondering and considerate, getting rather worried when they can not be on time for events.  Melancholics can be highly creative in activities such as poetry and art and can become preoccupied with the tragedy and cruelty in the world.  Often they are perfectionists.  They are self-reliant and independent.  Melancholics can occassionaly get so involved in what they are doing that they forget to think of others.

4. Phlegmatic

• The phlegmatic temperament is fundamentally relaxed and quiet, ranging from warmly attentive to lazily sluggish. Phlegmatics tend to be content with themselves and are kind. They are accepting and affectionate. They may be receptive and shy and often prefer stability to uncertainty and change. They are consistent, relaxed, calm, rational, curious, and observant, qualities that make them good administrators. They can also be passive-aggressive at times. 

We at Patient Relations are often asked for tips on how to diffuse conflict.  We understand that talking with an angry or upset person can be challenging, so we thought we’d share a few tips on how to make difficult conversations a little easier:

Don’t:

• Argue.  To argue is pointless.  You can’t convince them of your point when they’re upset
• Get angry yourself.  Anger only escalates an arguement.
• Interrupt.  They won’t listen to you, until you’ve listened to them.
• Tell them they’re wrong.  This leads to opposition and defensiveness

Do:

• Calm yourself.  Take a deep breath, pause, don’t get emotional or take it personally
• Let them vent.  Listen and learn; they may calm down on their own if you do
• Disregard outrageous statements.  They’re usually just expressions of frustration
• Apologize.  You don’t need to accept blame to say “I’m sorry that happened to you”