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Crucial Conversations

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Ann Leung

on 10 February 2014

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Transcript of Crucial Conversations

Crucial Conversations
Safety Checklists are not enough to keep patients safe:
58% of the nurses said they had been in situations where it was either unsafe to speak up or they were unable to get others to listen
17% said they were in this situation at least a few times a month
Takeaway Messages
Recognize that the conversation is crucial. Find what I really want out of this interaction. Create mutual purpose and respect to maintain safety.
Maintain objectivity, focus on facts and not make up your own internal story.
Understand the conditions in which this conversation will happen and how to pause to maintain privacy and respect.
Closing the loop on the issue, finding mutual resolution, with a follow-up plan.
SEVEN categories of conversation are especially difficult and, at the same time, essential for people in healthcare to master. These seven conversations include: broken rules (including dangerous shortcuts), mistakes, lack of support, incompetence, poor teamwork, disrespect, and micromanagement.

Majority of healthcare workers regularly see colleagues take dangerous shortcut, make mistakes, fail to offer support, or appear critically incompetent. Yet fewer than one in ten speak up and share their full concerns.
Most importantly
Finding your voice in the most crucial of conversations
Relates to nursing practice
Empowerment at the bedside and beyond
Maintaining safe practice and patient care
Advocacy for ourselves AND others
Creating a collaborative environment
Understand yourself and use your resources
Creating a culture where healthcare workers speak up before problems occur is a vital part of the solution.
The study suggests that the few who are confident in their ability to raise these crucial concerns have better patient outcomes, work harder, are more satisfied and are more committed to staying in their jobs.
Full transcript