Silence Kills: The Seven Crucial Conversations for Health Care Workshop
Tuesday, June 5, 2012 (Morning)

Effective communication and teamwork strategies, such as checklists and team briefings, have demonstrated success within the health care system to enhance the safe delivery of care. While significant improvements have been made to enhance communication and safety through these and other tools, new research reveals that there is still more work to do.

The Study, Silence Kills: The Seven Crucial Conversations for Healthcare, conducted by VitalSmarts in conjunction with the American Association of Critical-Care Nurses, links people’s ability to discuss emotionally and politically risky topics in a health care setting with key results such as: patient safety, quality of care, and nursing turnover.

In this engaging presentation, you’ll learn to speak up skillfully and respectfully when it matters most. In health care, this practice may contribute to a reduction in medical errors, and improved patient satisfaction, while ultimately saving lives.

This Silence Kills workshop reviews seven categories of conversation that are essential for people in health care to master:
• Broken rules
• Mistakes
• Lack of support
• Incompetence
• Poor teamwork
• Disrespect
• Micromanagement


Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations and Bad Behaviour Workshop
Tuesday, June 5, 2012 (Afternoon)

Results depend on accountability: be prepared.

A crucial confrontation is a face-to-face interaction in which we hold another person accountable for a broken promise, a violated expectation, or bad bahaviour.

Accountability issues such as lagging performance, quality and low morale can keep us from getting the results we need. ‘Crucial Confrontations’ presents a straightforward step-by-step process for identifying and resolving performance gaps, strengthening accountability, eliminating inconsistency, and reducing resentment.

Use these skills to turn every disappointment or broken promise into an opportunity for enhancing accountability, improving performance and ensuring execution.

Learn to get past performance barriers to your success by:
• Holding others accountable to commitments
• Getting to the root cause of accountability problems
• Addressing poor performance effectively
• Motivating others without using power

Register early! Space is limited!