Jen Kohan - Maternity and Neonatal Learning System: Patient Safety Culture
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Presentation by Jen Kohan, Head of the Coaching Academy, Innovation Agency: Relational trust at the Maternity and Neonatal Learning System: Patient Safety Culture event on Tuesday 11 December at Haydock Park Racecourse.
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Jen Kohan - Maternity and Neonatal Learning System: Patient Safety Culture
- 1. Many years of research indicate there is a strong link between psychological safety, relational trust, and improvement outcomes… Relational Trust Jen Kohan, Head of Coaching, Innovation Agency
- 2. Relational Trust Organisational Effects • Relational trust reduces the sense of vulnerability related to new and uncertain tasks, increasing innovation • Relational trust facilitates public problem-solving within an organization • Relational trust undergirds and supports organizational norms of continuous improvement and collaboration • Relational trust creates a “moral resource” for sustained personal effort
- 3. • What characteristics describe this person? • Why are these characteristics important? • Why should a colleague embody these characteristics? Silent Share: Think of a past or present colleague who you trust…
- 4. Deposits Seek First to Understand Making and Keeping Promises Kindness, Courtesies Clarifying Expectations Loyalty to the Absent Apologies Giving “I” Messages Withdrawals Seek First to be Understood Breaking Promises Unkindness, Discourtesies Violating Expectations Disloyalty, Duplicity Pride, Conceit, Arrogance Giving “You” Messages Trust is built by actions all throughout the day… Trusting Relationships
- 5. High Trust Culture is Innovative and Creative People talk straight and confront real issues Few “meetings after meetings” Candid and authentic High degree of accountability Genuine communication and collaboration Low Trust People manipulate or distort facts People withhold and hoard information New ideas are openly resisted and stifled Energy level is low Many “undiscussables! What manifests?
- 6. Relational Trust Parties involved in collaborative work discern the intentions “embedded in the actions of others.” These considerations can be grouped into four areas: Respect • Do we acknowledge one another’s dignity and ideas? • Do we interact in a courteous way? • Do we genuinely talk and listen to each other? Personal Regard • Do we care about each other both personally and professionally? • Do we act in an effort to reduce others’ sense of vulnerability? Competence in Core Role Responsibilities • Do we recognize the interdependence of our roles in attaining desired outcomes? • Do we believe in each other’s ability and willingness to fulfill our responsibilities effectively? Integrity • Are our works and actions consistent? • Can we trust each other to put the interests of patients first, especially when tough decisions have to be made?
- 7. Seek to understand before you seek to be understood. Be non judgmental Give your undivided attention to the speaker Use silence effectively Autobiographical responses: when listening is about you and not the speaker Inquisitive responses: when your questions do not help mediate the speaker’s thinking Solving responses: giving solutions Active Listening
- 8. • One person speaks to the question, and the other listens actively (2 minutes) • The listener paraphrases what they hear, capturing the essence of the message • Then SWITCH roles Question: What are your concerns with regard to trust in your workplace? Active Listening Practice
- 9. What will you commit to doing to build relational trust in your workplace?
Editor's Notes
- Think about problems or challenges you face in your work… who are the groups and people involved in these challenges…
- Using a banking model of deposits and withdrawals, lets think about some examples of each of the items on these lists. CLICK to reveal list of deposits If I make a deposit into your trust “account”, what might that look like? CLICK to reveal list of withdrawals Conversely, if I make a withdrawal from your account, what might that look like? Again, let’s return to the importance of trust in the peer review process – if the peer review consistently adopts a position in service to their peer, relational trust is more likely to develop.
- Using a banking model of deposits and withdrawals, lets think about some examples of each of the items on these lists. CLICK to reveal list of deposits If I make a deposit into your trust “account”, what might that look like? CLICK to reveal list of withdrawals Conversely, if I make a withdrawal from your account, what might that look like? Again, let’s return to the importance of trust in the peer review process – if the peer review consistently adopts a position in service to their peer, relational trust is more likely to develop.
- Now that we have confirmed our intent, let’s practice active listening and paraphrasing. The goal of active listening is to confirm common understanding for both parties. Active listening and paraphrasing can be more challenging than they appear, so I’m going to model the process for you. Can I get a volunteer to help me? With a volunteer, model active listening by asking the question and then giving the volunteer your undivided attention. You may want to indicate that the speaker need not continue past roughly 30 seconds, in order to allow you processing time. When you paraphrase, be sure to acknowledge, clarify, and summarize the speaker’s message in terms of both emotion and content. After the example, reflect on your internal process and share it with audience.
- Think about problems or challenges you face in your work… who are the groups and people involved in these challenges…