Communication, Collaboration and Conflict

Systems Based HealthcareNovember 5 & 7, 2013 (Path 1)

November 19 &21, 2013 (Path 2)

Review of Confidentiality

Listening

It's not about the nail

The foundation of successful communication is the ability to listen.

Small Group DiscussionPlease 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

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

™

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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)

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• The process by which information is exchanged between individuals, departments, or organizations

• The lifeline of the Core Team

• Effective when itpermeates every aspect of an organization

Communication is…

Assumptions Fatigue Distractions HIPAA

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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

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Brief Clear

Timely

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Information Exchange Strategies

• Situation–Background– Assessment– Recommendation (SBAR)

• Call-Out• Check-Back• Handoff

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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…

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SBAR Example

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SBAR Discussion

Share an SBAR example based on your role.

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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

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Check-Back is…

HandoffThe 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

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Communication Challenges• Language barrier• Distractions• Physical proximity• Personalities• Workload• Varying communication styles• Conflict• Lack of information verification • Shift change

GreatOpportunity for Quality

and Safety

Conflict

Conflict Styles

• Collaborating• Competing• Avoiding• Harmonizing• CompromisingDiscuss 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 End