Improving Conversations
I wonder... Ask....
Shared Decision Making
Functional Teams
Managing Conflict
Dysfunctional Teams
TeamSTEPPS
100

Maintaining a respectful and appropriate one of these helps keep the conversation pleasant and constructive.

What is tone?

100

I wonder what Mary means by that phrase ____? 

What is "Mary, what do you mean by the phrase ____"? 

100

Shared decision-making in healthcare involves both the patient and this group in the decision-making process.

What is a the healthcare team?

100

Open and transparent communication helps teams avoid this common misunderstanding

What is miscommunication?

100

This conflict management style involves avoiding the issue and hoping it resolves itself over time.

What is avoidance?

100

Dysfunctional teams often fail due to members not being held to this.

What is accountability?

100

This TeamSTEPPS tool helps healthcare teams communicate clearly and stands for Situation, Background, Assessment, and Recommendation.

What is SBAR?

200

This bad habit can derail a conversation and make the speaker feel unheard.

What is interrupting?

200

I wonder how they interpreted my statement? 

What is "What did you understand me to say"? 

200

In shared decision-making, this person plays an active role in making informed decisions about their treatment.

Who is the patient? 

200

This essential ingredient for team cohesion fosters open feedback and collaboration.

What is Trust?

200

Recognizing and managing this during a conflict is essential to prevent escalation and maintain professionalism.

What are emotions?

200

A key sign of team dysfunction is when members avoid this due to fear of conflict.

What is open dialogue or giving feedback?

200

TeamSTEPPS is a teamwork system designed to improve this in healthcare settings.

What is Patient Safety?

300

In conversations, this form of communication includes facial expressions, gestures, and body language.

What is nonverbal communication? 

300

I wonder if Betty can process new information right now? 

What is "Betty, what's going on for you right now? What are you feeling? What are you thinking?" 

300

Successful shared decision-making relies on this key skill to ensure the patient fully understands treatment options

What is clear communication?

300

Effective teams use this approach to address disagreements without damaging relationships.

What is constructive conflict resolution?

300

Conflict often arises in teams due to these, which are differences in goals, values, or perspectives.

What are misunderstandings or differing expectations?

300

Dysfunctional teams often suffer from this issue, where information is either withheld or unclear.

What is poor communication?

300

This type of quick meeting occurs during a situation to reassess and adjust plans in real-time.

What is a huddle?

400

Asking for this ensures you fully understand what someone is saying during a conversation.

What is clarification?

400

I wonder what they want?

What is "What do you want? What is your highest hope?"

400

This type of care, which focuses on individual patient preferences and values, is the foundation of shared decision-making.

What is patient-centered care?

400

This type of leadership can inspire and motivate teams to perform at their best.

What is transformational leadership?

400

In conflict management, this approach aims to find a middle ground where both parties give up something to reach an agreement.

What is compromise?

400

A dysfunctional team may lack this, resulting in unclear direction and low morale.

What is strong leadership?

400

These are the four core skills taught by TeamSTEPPS: leadership, communication, situation monitoring, and this.

What is mutual support?

500

These types of questions, often starting with "how" or "why," encourage more detailed responses in conversations.

What are open-ended questions?

500

I wonder what actions they will take going forward? 

What is "What action are you going to take forward? How can you take ownership for your health?"

500

Shared decision-making emphasizes that patients must give this after fully understanding all treatment options.

What is informed consent?

500

Functional teams benefit from this aspect of their members, which brings a range of perspectives and ideas.

What is diversity?

500

This type of listening involves paying close attention to the speaker without interrupting, crucial for de-escalating conflict.

What is active listening?

500

Dysfunctional teams struggle when members are unwilling to fully invest in this, leading to half-hearted efforts.

What is commitment?

500

This TeamSTEPPS communication technique ensures that information is understood correctly by repeating back the original message.

What is a check-back?

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