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June 2017 communication

Relationship Building - Keys to Better Communication

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June 2017 communication

  1. 1. Communication MARY CANTRELL, MA EXECUTIVE DIRECTOR, CENTERS FOR SIMULATION EDUCATION
  2. 2. I have nothing to disclose
  3. 3. Mastering Advanced Skills to Enhance Relationships MASTER PROGRAM Taught 2 times a month 11 UAMS Champions 8 hours of CME Interactive
  4. 4. Patient Centered vs Relationship Centered
  5. 5. Self Awareness How do I create my experiences?
  6. 6. Ladder of Inference Chris Argyris Peter Senge’s “5th Discipline: Art and Practice of Learning Organizations”
  7. 7. Good Interactions  Create Connections  Show interest in people  Listen  Ask Questions
  8. 8. ICE – exploring perspectives Ideas Concerns Expectations
  9. 9. PEARL Statements: • Partnership • Emotion • Apology • Respect • Legitimization • Support
  10. 10. Empathy Enhances Efficiency Made empathic statements Didn’t make empathic statements Internists 17.6 min visits 20.1 min visits Surgeons 12.5 min visits 14 min visits
  11. 11. Chunk &Check
  12. 12. ART LOOPS Ask Respond Tell/Teach GO AGAIN
  13. 13. MASTER PROGRAM MASTER”S CLASS Taught 2 times a month 11 UAMS Champions 8 hours of CME Interactive
  14. 14. Contact Brenda Burks or go on line to the UAMS Faculty Center Go To My Compass - MASTER

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