Difficult Conversations Outline

The document provides an overview of conflict in healthcare delivery and guidelines for having difficult conversations. It notes that conflict is inevitable in complex healthcare organizations due to various factors like communication challenges, a dynamic environment, and differing perspectives among staff. It then outlines a three-level model for difficult conversations: (1) discussing what happened, (2) addressing underlying feelings, and (3) identifying threats to personal identity. The document emphasizes the importance of understanding different perspectives, expressing feelings in a non-confrontational way, and preparing thoroughly for difficult discussions.