Presentation for third year medical students on improving communication, developing inter professional collaborations, and managing conflict

1. Communication, Collaboration
and Conflict
Systems Based Healthcare
November 5 & 7, 2013 (Path 1)
November 19 &21, 2013 (Path 2)

2. Review of Confidentiality

4. Listening
The foundation of successful communication
is the ability to listen.
It's not about the nail

5. Small Group Discussion
Please take 15 minutes to share some
of your thoughts from the reflective
writing homework.

6. Communication and Collaboration
Activity
• The Human Knot
• It’s time to get up and move around!

7. Communication

8. Communication Styles
•
•
•
•
Thinking/Planning
Doing/Directing
Supporting/Collaborating
Visioning/Creating
Discuss a clinical scenario in which having team
members with different styles helped create an
effective interaction.

9. Communication Fundamentals
Being aware of your personal communication
style provides important insight into how you
perform basic communication skills.

10. Communication
Assumptions
Fatigue
Distractions
HIPAA
™

11. JCAHO: Importance
of Communication
Ineffective communication is a
root cause for nearly 66 percent
of all sentinel events reported*
* (JCAHO Root Causes and Percentages for Sentinel Events (All
Categories) January 1995−December 2005)
11

12. Communication is…
• The process by which information is
exchanged between individuals,
departments, or organizations
• The lifeline of the
Core Team
• Effective when it
permeates every
aspect of an
organization
Assumptions
Fatigue
Distractions
HIPAA
12

13. Standards of
Effective Communication
• Complete
– Communicate all relevant information
• Clear
– Convey information that is plainly understood
• Brief
– Communicate the information in a concise manner
• Timely
– Offer and request information in an appropriate timeframe
– Verify authenticity
– Validate or acknowledge information
13

14. Clear
Brief
Timely
14

15. Information Exchange Strategies
• Situation–Background– Assessment–
Recommendation (SBAR)
• Call-Out
• Check-Back
• Handoff
15

16. SBAR provides…
• A framework for team members to effectively
communicate information to one another
• Communicate the following information:
– Situation―What is going on with the patient?
– Background―What is the clinical background or
context?
– Assessment―What do I think the problem is?
– Recommendation―What would I recommend?
Remember to introduce yourself…
16

17. SBAR Example
17

18. SBAR Discussion
Share an SBAR example
based on your role.
18

19. Call-Out is…
A strategy used to communicate
important or critical information
– It informs all team members
simultaneously during
emergency situations
– It helps team members
anticipate next steps
19

20. Check-Back is…
20

21. Handoff
The transfer of information (along with
authority and responsibility) during transitions
in care across the continuum; to include an
opportunity to ask questions, clarify, and
confirm.

22. Handoff
•
•
•
•
•
•
•
Optimized Information
Responsibility– Accountability
Uncertainty
Verbal Structure
Checklists
IT Support
Acknowledgement
Great opportunity for quality
and safety

23. Communication Challenges
•
•
•
•
•
•
•
•
•
Language barrier
Distractions
Physical proximity
Personalities
Workload
Varying communication styles
Conflict
Lack of information verification
Shift change
Great
Opportunity for Quality
and Safety
23

24. Conflict

25. Conflict Styles
• Collaborating
• Competing
• Avoiding
• Harmonizing
• Compromising
Discuss the most recent conflict you observed or
experienced on the wards. Which styles were in
play? What was your role? What was the
outcome?

26. Team Collaboration
What will you do to ensure that
your team collaborates
effectively and efficiently?

27. The End