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Learn. Practice. Get Feedback.

Learn key principles from seasoned ACH Faculty and ACH Faculty-in-Training (FITs), then practice those skills in role play scenarios or small breakout groups. Finally, get feedback and coaching so you can hit the ground running with your new skills! Participants choose two (2) different relationship-centered communication (RCC) Skills workshops to attend. All 2021 participants will attend the first workshop topic listed (Enhancing Communication Fundamentals) on ENRICH Day One (unless indicating prior enrollment in an equivalent RCC program).


RCC Skills: “Enhancing Communication Fundamentals"

Led by ACH Facilitation Team

Fundamental Relationship-Centered Communication (RCC) competencies ensure that healthcare professionals deliver high-quality, relational care. These competencies, offered as three discreet skill sets, not only contribute to improving the patient experience, but can improve the quality of work life, and by extension, organization culture, for those who adopt them by increasing efficiency, enhancing clarity, and strengthening relationships. 

Facilitators will utilize activities to maintain participant engagement throughout each session by including skills-based exercises, conducted in a supportive small group learning environment. This real-time exchange offers participants the chance to integrate workshop content as they share goals, express preferences, and discuss examples from their own experiences. This  workshop provides an abbreviated overview of the standard full-day ACH RCC program. 

Participants will learn to: 
•    Create rapport quickly
•    Elicit the list of ALL concerns
•    Negotiate the agenda
•    Explore perspectives
•    Name emotions
•    Respond with empathy
•    Share information with ART (Ask-Respond-Tell)

IMPORTANT NOTE: Fundamental relationship-centered communication skills are essential pre-requisites for participating in ENRICH workshops. This ensures a common language, a shared mental model, and consistent set of skills on which the other workshops are built. Therefore, those who have not completed an ACH Relationship-centered Communication (RCC) workshop or Train-the-Trainer (TTT) Program at a previous ENRICH or at their home institution should elect to participate in this workshop for day 1 of the ENRICH course. Those who participate in the RCC workshop on Day 1 will have their choice of workshop on Day 2.

RCC Skills: “Empowering High-Performance Teams”

Led by Krista Hirschmann and Denise Mohess

Strength and effectiveness of clinical and organizational teamwork is strongly linked to quality of care, medical outcomes, and employee engagement. Yet, most people working in healthcare have had little training on how to build and sustain highly functional teams. This workshop will introduce relational systems as a framework for thinking about the interdependence of health care team members, as well as attend to the specific conversations necessary for teams to generate high-performance outcomes. 

Interactive, and experiential methods will introduce participants to specific systems theory and communication skills to heighten awareness of their own team dynamics. Participants will reflect on specific work important to their team and design customized approaches to better engage colleagues and strengthen relationships for improved outcomes.

Participants will learn to: 
•    Describe 3 characteristics of a relational system
•    Assess the current strength of relationships within their team
•    Design one conversation targeting improvement of interdependent work


RCC Skills: “Fostering Equity and Inclusion”

Led by Denise Davis and Kara Myers

Healthcare professions education has historically provided few opportunities for learning how to effectively address racial, ethnic, sexual orientation, and gender differences in relationship-centered ways with patients, colleagues, and trainees. Ultimately, biases and lack of cultural humility contribute to healthcare disparities.

Relationship-Centered Communication (RCC) within teams and in clinical settings has been shown to build trust, and partnership, and thus is part of the deep work of building healthy diverse teams as well as eliminating healthcare disparities. This workshop builds upon the fundamental RCC skills learned within an RCC workshop or at an RCC course at your home institution. Our goal is to equip participants to feel more comfortable in opening conversations about these differences in both personal and professional domains. This workshop will utilize skills practice through role play as an introduction to communication for diversity, equity and inclusion in healthcare.
Participants will learn to:
•    Develop personal goals for skills development in welcoming diversity and fostering inclusion in home institutions.
•    Discuss and practice communication skills that allow for power and privilege to be discussed in a way that is an invitation to learn more about self, patients, learners and colleagues


RCC Skills: “Committing to Feedback”

Led by Laura Kirk and Lynn O’Neill

How we interact with each other in giving and receiving feedback influences the quality of our relationships, and we are constantly providing feedback to others, consciously or unconsciously, skillfully or carelessly. Here we define feedback as “specific, nonjudgmental information comparing a person’s performance with a standard, given with intent to improve performance.” Misunderstandings and conflicts often occur when we interpret another’s actions as implicit feedback on our performance. Using intentionality and appreciation in feedback conversations is critical to our success as healthcare team members, clinicians, and educators.

During this workshop, participants will engage in interactive experiences to practice the fundamental principles of relationship-centered feedback: set-up conversations, reinforcing feedback, and modifying feedback. Participants will utilize their own cases and learning goals, practicing giving and receiving feedback skillfully within the small group context.

Participants will learn to:
•    Redefine feedback as relationship-centered 
•    Practice skills for setting up a supportive feedback conversation
•    Enter feedback conversations with an intentional and curious approach
•    Develop skills in providing modifying feedback

RCC Skills: “Reframing Conflict and Engaging Effectively”

Led by Sally Fortner, Ellen Pearlman, and Rob Cohen

Healthcare is complex and differences are inevitable, whether between patients (and their caregivers and family) and clinicians or between you and your colleagues and co-workers. Often, we react to these differences as a threat, and the way we respond may provoke defensiveness or unnecessarily escalate the differences. However, skillful management of differences can lead to a healthier and more creative working environment as well as stronger relationships. 

This workshop will provide skills practice for engaging constructively with differences. The workshop experience will allow you to practice a relationship-centered framework for constructively engaging differences, what we commonly describe as conflict.  

Participants will learn to:
•    Build relationships while engaging in conflict
•    Identify their preferred conflict styles and describe situations where their style is effective or limiting
•    Distinguish between interests and positions
•    Separate facts from assumptions and stories 

RCC Skills: “Coaching for Improved Communication”

Led by Calvin Chou and Jim Bell

Coaching is relatively new to healthcare settings and has been shown to decrease burnout and promote resilience. This workshop provides a framework for relationship-centered coaching that equips learners with the leadership skills needed to coach healthcare team members toward improved communication and relationship building skills. The Relationship-Centered Appreciative Coaching model includes three core skill sets: (1) building a relationship, (2) collaborating on a plan, and (3) facilitating skills development.

Participants will undergo interactive experiences to reflect on fundamental principles of relationship-centered coaching and how they differ from traditional teaching. Small groups of participants will practice these principles using their own cases and learning goals to maximize situated learning

Participants will learn to:
•    Name the steps in setting up a coaching relationship for success
•    Design a collaborative plan to achieve the learner's vision
•    Analyze learner performance and formulate next steps toward learner development