How to overcome objections

  • 4 minutes

Treat objections as feedback: identify the concern, address the need, and agree on the next step.

Use the LACE approach

Diagram that shows four coloured circles show the LACE approach in sequence: Listen, Acknowledge, Clarify, and Enable. Decorative sparkle icons separate each step.

  • Listen - Allow the clinician to explain the concern without interruption. Listen for the need behind the words.
  • Acknowledge - Show that you heard the concern. Acknowledgment isn't the same as agreement.
  • Clarify - Ask a focused question to understand whether the issue is value, workflow, confidence, trust, time, or support.
  • Enable - Offer the most relevant approved information, resources, practice opportunity, or escalation path. Agree on a manageable next step.

Respond to common objections

'I don't have time to learn another tool.'

Acknowledge: 'Your schedule is already full, so any extra time matters.'

Clarify: 'Is your main concern the training time or how the workflow fits into visits?'

Enable: Explain the required learning, identify available support and resources, and help the clinician choose a practical workflow to try first.

'I can document faster on my own.'

Acknowledge: 'You already have a workflow that works for you.'

Clarify: 'Which parts of documentation take the most effort during or after clinic?'

Enable: Focus the conversation on the relevant time-saver or use case rather than insisting that they change every task at once.

'I don't trust AI-generated content.'

Acknowledge: 'Accuracy and patient safety are important concerns.'

Clarify: 'Is your concern about reviewing the draft, how the information is generated, or the organization’s safeguards?'

Enable: Reinforce clinician review and approval, provide approved guidance, and route detailed privacy, security, compliance, or clinical-governance questions to a designated expert.

'This technology disrupts patient conversations.'

Acknowledge: 'Maintaining patient trust and attention is essential.'

Clarify: 'What part of the visit are you most concerned about?'

Enable: Offer approved guidance for introducing the technology and suggest practicing the workflow in a supported setting before broader use.

Important

Don't dismiss concerns, debate the clinician, guarantee outcomes, invent technical answers, or use pressure as a substitute for support.

Key takeaway

Listen for the real concern, respond with approved guidance, agree on the next steps, and provide resources.