Navigating the negative

There’s a phrase I’ve been repeating in our pharmacy lately:“Learn to navigate the negative.”In pharmacy, we spend so much time trying to stay positive, stay professional, stay composed. And while I love optimism (and I’m probably known for it), I never want to be the person who pretends everything is always smooth, calm and rose‑coloured.That’s not real life, and it’s certainly not real pharmacy life.The truth is simple:Some days are hard.Some moments are heavy.Some interactions sting.Pretending otherwise doesn’t make us stronger or more resilient. It makes us brittle.So let’s talk about what it really means to navigate the negative.You can’t control the wind, but you can set the sailOne of the greatest leadership lessons I’ve ever learned comes from Jim Rohn:We don’t get to choose the wind, but we do get to choose how we set our sail.Pharmacy winds can look like:A patient who arrives already frustrated and ready for a fightA prescriber who’s short, rude, or dismissiveA system that crashes at the worst possible momentA coworker who’s overwhelmed and emotionally checked outA workload that feels like a tidal waveOr simply feeling irritated for no reason other than… you’re humanThese moments aren’t signs that something is wrong with you, your team, or your workplace.They’re signs that you work in a human‑centred profession and human waters can be tricky to navigate.A confession: I feel it tooPeople know me for my positivity, but let me be honest:I feel the negative.I experience the burnout.I’ve had days where I’ve had to step into the back to breathe, and I’ve gone home on the verge of tears because of something that happened at work. I’ve had moments where the pressure builds, the workflow explodes, the phone rings again and again…and I can feel my patience thinning and my positivity sinking FAST.Not because I’m weak.Not because I’m bad at my job.But because I’m human.The pharmacy reality: We absorb a lotWe work in a profession where people come to us:SickScaredStressedGrievingExhaustedIn painTheir energy enters the pharmacy with them, and sometimes it spills onto us.We don’t just serve our patients, many of us absorb their emotions.This is emotional labour.This is compassion fatigue.This is the invisible part of our job that no one teaches in school, and even decades of experience can’t fully prepare you for.Calling it out like this does not make us cynical. It makes us honest.Negative is normal. What matters is what we do with it.E + R = O: The formula for navigating the negativeRecently, I completed my Called To Lead Certification with heartfelt leader, international keynote speaker, and bestselling author Corliss Rassyl. This course challenged me to look at my own reactions with honesty and introspection. It also gave me tools that I now use daily in my pharmacy practice. Within the course's framework, I learned a concept that has helped me to navigate the negative in both my professional and personal life:E + R = OE = Event (what happens)R = Response (the reaction you choose)O = Outcome (what results)We can’t always control the EVENT.But we always control the RESPONSE.And that means we influence the OUTCOME more than we realize.A patient is angry and yelling. Your response determines whether the outcome is escalation…or de‑escalation.A coworker is overwhelmed and falling behind. Your response determines whether the outcome is tension… or teamwork.A stressful day hits harder than usual. Your response determines whether the outcome is burnout… or recovery.The formula is simple. Living it is where we must put in the work.Where our navigation beginsHere’s where our emotional compass matters, and how we choose our direction to set ourselves up for better outcomes.1. Patient RapportRapport isn’t just “being nice.”It’s a pillar in delivering patient first care. When people feel seen, heard, and respected, they soften. They trust. They collaborate. Rapport is an anchor, and it keeps interactions grounded when emotions start to drift.2. Workflow CommunicationClear communication with your team is everything, and can sound like:“I need a minute.”“Can someone grab the phone?”“Let’s reset the tone in here.”“I’m feeling overwhelmed, can someone help?”“Let’s recentre and get ourselves organized” These aren’t complaints or criticisms. They’re course corrections that keep the whole team moving in the same direction.3. Self‑RegulationThis is the hardest skill but also the most powerful.Self‑regulation looks like:Taking a breath before reactingChoosing your words wiselyBeing aware of your toneProtecting your energyNot absorbing what isn’t yoursThis is where E + R = O becomes a lived practice.Negative isn’t your enemyNegativity isn’t a sign that you’re failing.It’s a sign that you’re alive, engaged, and working in a profession that demands both your skills and your heart.The goal isn’t to eliminate negative experiences because that’s not reality.The goal is to choose your response to them.To lead yourself first.To lead others through your example.To bring steadiness to the storm.When you learn to navigate the negative, you don’t just survive the hard days, you shape outcomes, protect relationships, elevate patient care and strengthen your team.Next time you find yourself in a stressful situation, pause long enough to ask yourself, “what outcome do I want, and what reaction will get me there?” Negative experiences are always going to happen in our HUMAN CENTRED profession, and your reaction to them is your choice. EVENT + RESPONSE = OUTCOMENavigating the negative. That’s the Tech Effect.

Navigating the negative

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Blog Author

Kymmberley Wright

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