Tools & Techniques
TeamSTEPPS tool: State your concern, state why you are uncomfortable and state why this is a safety issue
What is C.U.S.?
An analysis of medical errors revealed this as the root cause of 66% of medical errors
What is unclear or poor communication?
A standardized method for transferring information (along with authority and responsibility) during transitions in patient care
What is the handoff?
Conscious knowledge of the immediate environment and the events that are occurring in it
What is situational awareness?
A disagreement or a clash between opposing ideas, interests, or forces
What is conflict?
A technique where the person receiving information repeats it back to make sure the message is understood correctly
What is closed loop communication?
Type of communication that includes facial expressions, body language, hand movements, and eye contact
What is non-verbal?
A discussion between two or more people where the stakes are high
What is a crucial conversation?
The exchange of meanings between individuals through a common system of symbols, signs, or behavior
What is communication?
Communication style in which the person avoids expressing their opinions or feelings
What is passive communication?
Identify, Situation, Background, Assessment, Recommendation, Read back
What is ISBARR?
A live, visual connection between two or more remote parties over the internet that simulates a face-to-face meeting
What is videoconferencing?
Includes volume, pace, pitch, and inflection
What is the tone of a speaker's voice?
Fully concentrating on what is being said rather than just passively 'hearing' the message of the speaker
What is actively listening?
When lack of communication happens between two people of different cultural backgrounds
What is a cultural barrier?
The ability to perceive, interpret, demonstrate, control and use emotions effectively
What is emotional intelligence (EI)?
Names, addresses, phone numbers, Social Security numbers, medical records, and financial information
What is protected health information (PHI)?
Someone who translates orally or by sign language from one language to another
What is an interpreter?
A structured, intentional yet informal, quick information exchange session designed to improve team performance. Often done after a significant event
What is to debrief?
Communication style in which verbal force and intimidation are used when interacting with people
What is aggressive communication?
Information about a person's performance of a task, etc. which is used as a basis for improvement?
What is feedback?
A message distributed by your manager through electronic means to you or other staff members via a network
What is an email?
A communication strategy that makes sure important information has been effectively communicated and understood by the patient
What is Teach Back?
The delivery of healthcare services remotely through various communication technologies
What is telemedicine?
People who are currently learning about Communication in Healthcare
Who are the Spring 2025 Residents?