By: Michelle Lee Hoy, senior communications specialist at Oak Valley Health
In response to the evolving health human resource (HHR) needs across Ontario's health care system, this January, Oak Valley Health is launching the Crucial Conversations certification course, beginning with leaders and then expanding the offering to the entire organization. An internationally recognized program developed to equip health care learners with essential communication and leadership skills, this forward-thinking initiative aims to empower staff to navigate complex, high stakes discussions in clinical and organizational settings.
Transforming communication across health care
Effective communication is a cornerstone of exceptional health care. From engaging with colleagues to addressing sensitive issues with patients and families, the ability to navigate challenging conversations is critical for improving outcomes.
Through a partnership with the renowned Crucial Learning organization, this program is specifically tailored to meet the unique challenges of health care communication, preparing participants to:
- Tackle difficult conversations in a constructive and non-threatening way
- Strengthen relationships through clear, respectful dialogue
- Enhance team collaboration to improve patient care and organizational effectiveness
This initiative supports Oak Valley Health's broader commitment to its journey as a High Reliability Organization (HRO), emphasizing open communication, safety, and a culture where every conversation has the potential to create positive change.
The Crucial Conversations program also complements Oak Valley Health's No excuse for abuse campaign, reinforcing the organization's unwavering commitment to fostering an environment that prioritizes safety and well-being not just for staff and patients within our hospitals, but for the entire community. By equipping participants with tools to navigate challenging interactions constructively, the program helps de-escalate tensions and address sensitive issues with empathy and professionalism. This alignment ensures that every member of the Oak Valley Health community feels supported and valued.
Educators leading the way
Two dedicated practice-based educators, Maria Caruso and Lynn De Matteo, bring their expertise and passion to this transformative program.
Maria, a clinical educator and registered nurse with over two decades of experience, emphasizes the importance of fostering confident communicators. “In today's health care environment, being able to address difficult topics effectively can mean the difference between collaboration and conflict. This course empowers learners with the tools to build trust and improve outcomes, which further supports our journey as a high reliability organization."
Lynn, a seasoned nurse and educator, highlights the course's focus on leadership. “We're preparing learners not just to deliver care, but to lead conversations that drive positive change across teams and patient care environments."
Meeting evolving HHR needs
Health care today faces significant human resource challenges, and skilled communication is a critical component in addressing them. By offering the Crucial Conversations certification course, Oak Valley Health is preparing its workforce to handle these challenges with confidence and competence.
The program equips participants with practical skills to:
- Reduce workplace conflict and build team trust
- Address sensitive topics constructively, supporting collaboration
- Create a supportive environment that values clear and respectful communication
A transformative step forward
The Crucial Conversations program represents a significant investment in the skills and confidence of Oak Valley Health's workforce. By equipping staff to navigate challenging discussions with confidence, clarity, and respect, the program fosters stronger collaboration, enhances patient and family experiences, and supports a culture of trust across the organization. This initiative directly supports Oak Valley Health's strategic goals to create an exceptional experience for staff and patients, strengthen workplace culture, and drive continuous improvement. The communication skills cultivated through Crucial Conversations are vital for enhancing team collaboration, ensuring high-quality care delivery, and addressing the complex challenges of modern health care. As a strategic priority, empowering staff with these capabilities is a key step toward achieving Oak Valley Health's vision of delivering excellence in every interaction.