Proposed Seminar Agenda

 

8:30 – 9: 30 AM

 

Introduction to Effective Communication in the Healthcare Arena-

 

The various models of communication, as well as applying those models for practical application in the setting of healthcare delivery will be discussed in this section.  Parameters will also be discussed for the effective use of communication skills in committees and in team work.  “Effective communication is more than just writing more memos!”

 

9:30 – 11:00 

           

Effective Communication Immediately After an Unanticipated Outcome (The “How To” with Role Play and education on use of practical skills) –

 

In this section, participants will learn the specific and practical skills required for an effective discussion immediately following an unanticipated outcome.  In all of the seminar sections, specific skills will be explained, demonstrated and applied.  In this section, for example, specific skills would include:

 

Skill #1 – Ability to Appropriately Prepare for the Conversation 

 

Skill #2 – Ability to select timing and location of the conversation: 

 

Skill #3 – Ability to identify the appropriate people to participate from the medical team/hospital 

 

Skill #4 – Ability to Effectively Assess the Recipient’s Ability/Readiness to Listen

 

 

Skill # 5:  The ability to assess the recipient’s understanding level and use effective communication skills throughout 

 

Skill #6:  Knowledge of which information should be included in each initial discussion: 

 

Skill # 7:  Ability to Handle Crying

 

Skill # 8 – Ability to Handle Anger or Denial

 

Skill # 9:  Ability to Conclude the Discussion

           

Skill # 10 – Ability to Plan Effectively for Follow-up

 

11:00 – 11:15 

 

Break

 

11:15 - Noon 

 

Communication in the Follow-Up Conversation –

 

Techniques and approaches will be explained and demonstrated for use in the discussion which occurs in follow-up to an initial discussion about unanticipated outcomes.  Topics will include whether communication was discussed with the insurer and/or risk manager; the skills for effective collaborative discussion about the next steps, and suggestions for subjective and objective outcomes.

 

Noon – 1 PM

 

Lunch

 

1PM – 2PM 

 

Practice using Tools and Role Playing for the Follow-Up Conversation –

 

This section is a continuation of the pre-lunch sessions.  In this session, the actual practical skills will be demonstrated by the speakers; in addition, the attendees will be given practice using these tools in a variety of role-play exercises.

 

2PM – 4PM 

 

Witness Communication Skills in the Deposition and on the Witness Stand (or How to be a Witness and Survive) –

 

This session will focus on explaining, demonstrating and applying those skills which render a witness credible and genuine and, therefore, persuasive.  Skills for communication will be taught and suggestions for improving efficacy will be provided. 

 

This section includes, in addition to lecture materials, an actual “mock deposition” using a realistic (but hypothetical) medical chart to demonstrate, with actual cross examination, how effective communication makes a better (and more persuasive) witness.  It is anticipated that the risk manager and/or defense counsel will utilize the suggestions to assist witnesses in enhancing and improving witness skills in pending cases.