Improving Conversations
Maintaining a respectful and appropriate one of these helps keep the conversation pleasant and constructive.
What is tone?
I wonder what Mary means by that phrase ____?
What is "Mary, what do you mean by the phrase ____"?
Shared decision-making in healthcare involves both the patient and this group in the decision-making process.
What is a the healthcare team?
Open and transparent communication helps teams avoid this common misunderstanding
What is miscommunication?
This conflict management style involves avoiding the issue and hoping it resolves itself over time.
What is avoidance?
Dysfunctional teams often fail due to members not being held to this.
What is accountability?
This TeamSTEPPS tool helps healthcare teams communicate clearly and stands for Situation, Background, Assessment, and Recommendation.
What is SBAR?
This bad habit can derail a conversation and make the speaker feel unheard.
What is interrupting?
I wonder how they interpreted my statement?
What is "What did you understand me to say"?
In shared decision-making, this person plays an active role in making informed decisions about their treatment.
Who is the patient?
This essential ingredient for team cohesion fosters open feedback and collaboration.
What is Trust?
Recognizing and managing this during a conflict is essential to prevent escalation and maintain professionalism.
What are emotions?
A key sign of team dysfunction is when members avoid this due to fear of conflict.
What is open dialogue or giving feedback?
TeamSTEPPS is a teamwork system designed to improve this in healthcare settings.
What is Patient Safety?
In conversations, this form of communication includes facial expressions, gestures, and body language.
What is nonverbal communication?
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?"
Successful shared decision-making relies on this key skill to ensure the patient fully understands treatment options
What is clear communication?
Effective teams use this approach to address disagreements without damaging relationships.
What is constructive conflict resolution?
Conflict often arises in teams due to these, which are differences in goals, values, or perspectives.
What are misunderstandings or differing expectations?
Dysfunctional teams often suffer from this issue, where information is either withheld or unclear.
What is poor communication?
This type of quick meeting occurs during a situation to reassess and adjust plans in real-time.
What is a huddle?
Asking for this ensures you fully understand what someone is saying during a conversation.
What is clarification?
I wonder what they want?
What is "What do you want? What is your highest hope?"
This type of care, which focuses on individual patient preferences and values, is the foundation of shared decision-making.
What is patient-centered care?
This type of leadership can inspire and motivate teams to perform at their best.
What is transformational leadership?
In conflict management, this approach aims to find a middle ground where both parties give up something to reach an agreement.
What is compromise?
A dysfunctional team may lack this, resulting in unclear direction and low morale.
What is strong leadership?
These are the four core skills taught by TeamSTEPPS: leadership, communication, situation monitoring, and this.
What is mutual support?
These types of questions, often starting with "how" or "why," encourage more detailed responses in conversations.
What are open-ended questions?
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?"
Shared decision-making emphasizes that patients must give this after fully understanding all treatment options.
What is informed consent?
Functional teams benefit from this aspect of their members, which brings a range of perspectives and ideas.
What is diversity?
This type of listening involves paying close attention to the speaker without interrupting, crucial for de-escalating conflict.
What is active listening?
Dysfunctional teams struggle when members are unwilling to fully invest in this, leading to half-hearted efforts.
What is commitment?
This TeamSTEPPS communication technique ensures that information is understood correctly by repeating back the original message.
What is a check-back?