Advanced Topics (RCC)

Communication For Team Leadership

A large proportion of healthcare relies on teamwork. The strength and effectiveness of clinical and organizational teams is strongly linked to a wide variety of important outcomes for patients and healthcare workers alike. Yet, most people working in healthcare have had very little training in how to build, sustain, and lead highly functional teams. Grounded in a relational systems perspective, this workshop provides an interactive overview of mutually reinforcing concepts and skills that promote strong relational systems leading to efficient and effective outcomes. This toolbox of concepts and skills includes relational systems theory (informed by psychological safety, appreciative inquiry, and relational coordination), RCC skills adapted for leadership, non-violent communication, and personal awareness (informed by the ladder of inference).

Objectives:
•    Conceptualize teams as an interconnected system of relationships
•    Recognize that stronger relationships lead to better outcomes
•    Identify 4 relational system skills that contribute to strengthening relationships and enhancing performance of healthcare teams
•    Apply each skill to a situation at their home organization

Typically offered as a 4-hour workshop with a 1:6 facilitator: learner ratio. In-person or virtual options are available. Fees vary based on the program type.

Communication Equity & Inclusion

Healthcare professions education has historically provided few opportunities for learning how to effectively address racial and intersectional differences in relationship-centered ways. We may not be aware of how bias within our systems, or in ourselves as clinicians or administrators, impacts our engagement and collaboration with patients, colleagues, and trainees and our biases and lack of cultural humility contribute to healthcare disparities.

Relationship-Centered Communication (RCC) within teams and between patient and clinician has been shown to build connection, 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. Participants will be invited to practice communication skills that earn trust and demonstrate respect. These skills can be applied both proactively and responsively when repair is needed. Consistent with the design of the fundamental RCC workshop, RCC for Racial Equity emphasizes skills practice and feedback as crucial to participants’ development and, importantly, the sustainability of behavior change.

Objectives:
•    Explore the impact of racial identities, power, and marginalization on team and patient interactions
•    Discuss and practice applying communication skills that support racially equitable relationships by building rapport, inviting perspectives, and demonstrating empathy
•    Develop personal and professional goals to apply the skills in clinical and/or team contexts

Typically offered as a 4-hour workshop with a 1:6 facilitator: learner ratio. In-person or virtual options are available. Fees vary based on the program type.

Feedback Conversations

How we interact with each other when we give or receive feedback can greatly  influence the quality of our relationships. In a healthcare system increasingly driven by outcomes, we risk overemphasizing our ends without nurturing or even examining our means. Here, we define effective feedback as “specific, nonjudgmental information, comparing a person’s performance with a standard, given with the intent to improve performance” (van de Ridder et al, Medical Education, 2010). We are constantly providing feedback to others, consciously or unconsciously, skillfully or carelessly. Misunderstandings and conflicts often occur when we interpret other people’s actions as implicit feedback on our performance. Being intentional and appreciative in our feedback conversations is critical to our success as team members, healthcare clinicians, and educators.

Objectives:
•    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 conducting conversations with corrective feedback

Typically offered as a 4-hour workshop with a 1:6 facilitator: learner ratio. In-person or virtual options are available. Fees vary based on the program type.

Communication Skills For reframing Conflict

This experiential workshop will allow participants to practice relationship-centered frameworks for constructively engaging differences, or what we commonly think of as “conflict.” Difference is an inevitable and necessary occurrence in sustained human interactions, and it is how we handle it that makes it healthy or unhealthy. In healthcare, differences may arise between patients (or their family) and clinicians or administrators as well as between colleagues and co-workers and among teammates. Often, we think of these differences as a threat to relationships, and the way in which we engage them may provoke defensiveness or unnecessarily escalate the differences. However, skillful management of differences can avoid these pitfalls and lead to stronger and more effective relationships. This workshop will provide skills practice for approaching differences as an opportunity for honest conversations about their impact on working relationships.

Objectives:
•   Understand how embracing differences presents an alternative model to conflict
•    Identify their preferred conflict styles and describe situations where the preferred styles are effective and situations where they are limiting
•    Describe key skills for effectively engaging difference in a relationship-centered way
•    Distinguish interests from positions

Typically offered as a 4-hour workshop with a 1:6 facilitator: learner ratio. In-person or virtual options are available. Fees vary based on the program type.

Coaching Techniques To Improve Communication Skills

Coaching Techniques To Improve Communication Skills

This highly experiential workshop provides a framework for relationship-centered coaching that equips participants with the leadership skills needed to coach members of the healthcare team toward improved communication and relationship building skills. The Relationship-Centered Appreciative Coaching model includes three core skill sets: (1) Building a relationship, (2) Building a collaborative plan, and (3) Building skills. Application of these coaching skills will motivate and empower clinicians to improve experiences of their patients and the teams they work on.

Objectives:
•    Practice building a coaching relationship by discovering a learner’s strengths and their vision for successful relationship-centered interactions
•    Use coaching tools to collaborate on a plan to achieve a learner’s vision
•    Develop their own coaching skills by receiving and providing feedback

Typically offered as a 4-hour workshop with a 1:6 facilitator: learner ratio. In-person or virtual options are available. Fees vary based on the program type.