Published on March 2, 2014
Communication, Collaboration and Conflict Systems Based Healthcare November 5 & 7, 2013 (Path 1) November 19 &21, 2013 (Path 2)
Review of Confidentiality
Listening The foundation of successful communication is the ability to listen. It's not about the nail
Small Group Discussion Please take 15 minutes to share some of your thoughts from the reflective writing homework.
Communication and Collaboration Activity • The Human Knot • It’s time to get up and move around!
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.
Communication Fundamentals Being aware of your personal communication style provides important insight into how you perform basic communication skills.
Communication Assumptions Fatigue Distractions HIPAA ™
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
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
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
Clear Brief Timely 14
Information Exchange Strategies • Situation–Background– Assessment– Recommendation (SBAR) • Call-Out • Check-Back • Handoff 15
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
SBAR Example 17
SBAR Discussion Share an SBAR example based on your role. 18
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
Check-Back is… 20
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.
Handoff • • • • • • • Optimized Information Responsibility– Accountability Uncertainty Verbal Structure Checklists IT Support Acknowledgement Great opportunity for quality and safety
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
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?
Team Collaboration What will you do to ensure that your team collaborates effectively and efficiently?
The importance of teamwork, collaboration. ... collaboration by dental hygienists ... professional health care students. Journal of Nursing Law ...
This lateral approach promises to stimulate nursing students ... communication studies, before specialising in health psychology and the application
Ten Lessons in Collaboration . ... turning conflict into collaboration. San Francisco: ... graduate nursing students, ...
IPE Six Case Studies.indd 1 03/07/2013 08:33. ii ... Canada in collaboration with the World Health ... (for communication strategies, conflict
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... (collaboration, communication, ... initial presentation, ... in a study of the attitudes of medical, dental, and nursing students toward academic ...
WORKSHOP ON EFFECTIVE COMMUNICATION SKILLS By Prem Chand Objectives Define and understand communication and the communication process List and overcome the ...
Colleges of Nursing ... Competency Domain 3: Interprofessional Communication 22 ... collaboration and improve health outcomes” ...