ENRICH workshops are interactive sessions structured as tracks, each consisting of three 2-hour sessions.  Because the workshop content builds on previous sessions, participants should select one track to attend for the duration of the course.  While it can be challenging to select just one track, all ENRICH workshop materials will be made accessible to attendees online. 

Workshops include didactic presentations, as well as active skills practice in the form of role-plays and many times as small group break outs.

Improving Patient Experience with Relationship-centered Communication Skills
Shared Decision Making
Coaching and Feedback through Relationship, Reflection and Intentional Change
Building High Performance Teams: A Relational Approach to Addressing Teamwork and Diversity
Conflict Engagement and Resolution Skills


Improving Patient Experience with Relationship-centered Communication Skills
This workshop teaches a critical set of communication competencies that healthcare professionals must demonstrate for the delivery of high-quality care. Even though communication is a learnable set of skills, relatively few clinicians have undergone effective training in communication, and even fewer receive ongoing feedback about their communication skills with patients and colleagues. This workshop introduces the fundamental skills or relationship-centered communication and engages participants in skills-practice:
  • Recognize the benefits of improving communication skills
  • Establish rapport
  • Elicit a patient’s concerns
  • Negotiate an agenda with a patient
  • Explore the patient’s perspective
  • Respond to a patient with compassion
  • Share information with a patient in small chunks
  • Assess a patient’s understanding
  • Clarify information using plain summaries



AACH Faculty Facilitators

Auguste Fortin, MD, MPH, FACP, FAACH

is Professor of Medicine at Yale School of Medicine and Director of Communication Skills Education there. He also directs the Psychosocial Curriculum for the Yale Primary Care Internal Medicine Residency Program. He currently serves the American Academy on Communication in Healthcare (AACH) as Immediate Past President. He graduated from Brandeis University and Tufts University School of Medicine and trained in Internal Medicine/Primary Care at Bellevue Hospital/NYU Medical Center before serving in the US Navy. He obtained his M.P.H. from The Johns Hopkins University School of Hygiene and Public Health and completed a fellowship in internal medicine at Johns Hopkins University School of Medicine. He is a Fellow of the American College of Physicians (ACP) and of the AACH. He is internationally recognized for his educational work to improve clinicians’ communication skills and patients’ experience of care, and has delivered communication skills workshops at medical schools and large health systems in the US, Europe and Asia. Professional interests include medical education, clinician-patient communication, the psychosocial aspects of medical care, meaning in medicine, mindfulness, and professional burnout prevention. When not doctoring, Auguste enjoys fatherhood, singing, sailing, flying, and Zen. He lives in New Haven, CT with his wife, Oi and their daughter, Camille.

Stuart Sprague, MD

is Clinical Associate Professor in the Department of Family Medicine (MUSC-AnMed Health), teaching at the AnMed Health Family Medicine Residency program in Anderson, SC. He is also GHS Clinical Assistant Professor of Family Medicine with the University of South Carolina School of Medicine, a Core Faculty member at the Center for Bioethics at USC and a Special Projects Fellow at the Rutland Institute of Ethics at Clemson University. His work focuses on teaching behavioral medicine, medical ethics, humanities, communication skills, and an elective clerkship/rotation on Religion and Medicine. He received the Ph.D. (Philosophy of Religion) degree at the Southern Baptist Theological Seminary in Louisville, KY. At AnMed Health, and as a consultant at the Greenville Hospital System and in other facilities in South Carolina, he prepares ethics committees, educates clinical staff, and consults on difficult cases. Dr. Sprague is also a Faculty Member in the American Academy on Communication in Healthcare. He has led groups and workshops in their annual courses and teaches communication skills to house staff and medical students.

Lynn O'Neill, MD, MS

is Associate Professor of Medicine, and Associate Director of the Palliative Care Center at Emory University in Atlanta, Georgia, and staff physician at the Atlanta VA Medical Center. After undergraduate work at Emory, she entered medical school at Vanderbilt and continued her training in internal medicine residency at University of Alabama, Birmingham. She then completed fellowships in palliative care and geriatric medicine at Mount Sinai School of Medicine in New York. She has been involved in the American Academy on Communication in Healthcare since 2008. A faculty member of the Academy since 2012, Lynn served the organization as a co-director of the Facilitator-in-Training Program from 2013-2016 and is currently a co-director of the Relationship-Centered Facilitation Program. She has delivered communication skills curricula for providers at several medical centers including Mount Sinai, Duke University, University of Cincinnati, and Wake Forest University. She developed the communication course, Geritalk, designed to provide fellows in geriatrics and palliative care with the essential skills necessary to discuss serious news and goals of care.

Kara Myers, CNM

has been practicing nurse-midwifery since 2000, when she completed graduate training at UCSF. She is currently an Associate Clinical Professor in the UCSF Department of OB, Gyn, and Reproductive Sciences, in clinical practice at Zuckerberg San Francisco General (ZSFG) and Mission Neighborhood Health Center. She co-directs the Relationship Centered Communication program at ZSFG and also the Relationship Centered Communication Facilitators program for the American Academy on Communication in Healthcare (AACH). Within the UCSF community and nationally, as faculty of AACH, she regularly facilitates workshops in relationship centered communication, conflict, and feedback.

Robert Smith, MD

is University Distinguished Professor and a Professor of Medicine and Psychiatry. He is involved in teaching and research in patient-centered communication and in primary care mental health. At Michigan State University in East Lansing, MI, he and his colleagues were the first to systematize and behaviorally define the patient centered interview, following which they showed it was evidence-based in randomized controlled trials. Dr. Smith and his colleagues have written one of the most popular interviewing textbooks, Smith’s Patient-Centered Interviewing: An Evidence-Based Method (3rd edition, McGraw Hill, 2012). Endorsed by the American Academy on Communication in Healthcare (AACH), the text is used in medical schools in the USA and abroad for teaching interviewing and the doctor-patient relationship. Dr. Smith’s group also formulated the first behaviorally defined method for managing the primary care mental health problems. They subsequently demonstrated that the method was effective in two clinical trials and now are studying how best to teach it and to disseminate the teaching via an outreach program.

AACH Faculty-in-Training (FIT) and Relationship-centered Communication Facilitators (RCF)

Rob Cohen, MD, MSc

is a senior nephrologist at Beth Israel Deaconess Medical Center (BIDMC) and assistant professor of medicine at Harvard Medical School. He is the director of education in the nephrology division at BIDMC.  He has developed a communication skills curriculum for nephrology fellows that focuses on teaching skills for challenging conversations with patients during the trajectory of chronic kidney disease.  He is also interested in the intersection of palliative care and nephrology and also developing a curriculum on conflict engagement for subspecialty fellows caring for seriously ill patients.

Nuala Crotty, MD

earned her medical degree from University College Cork, Ireland, and then underwent training in internal medicine and rheumatology at St Vincent’s Hospital Dublin.  She did a residency in physical medicine and rehabilitation at the University of Texas Health Science Center at San Antonio, Texas followed by a fellowship in musculoskeletal rehabilitation at the Mayo Clinic, Rochester.  She was an assistant professor at the University of North Carolina at Chapel Hill before moving to Michigan to work in the neurosurgical department at Henry Ford Hospital in Detroit.  Currently she is section chief of outpatient physical medicine and rehabilitation at Spectrum Health in Grand Rapids, Michigan.  Her clinical interests include communication skills in health care settings, non-operative treatment of spine and other musculoskeletal conditions, prevention of long term disability in pain syndromes, and mind -body medicine.  She is currently a Facilitator in Training level  2 with AACH.

Tina Foster, MD, MPH, MS

is a practicing obstetrician-gynecologist at Dartmouth-Hitchcock Medical Center (DHMC) in Lebanon, NH and Vice-Chair for Education in the Dept. of Ob-Gyn. She is board certified in Ob-Gyn and Preventive Medicine. A graduate of UC San Francisco medical school, she obtained her MPH (1998) at the Harvard School of Public Health and MS (2001) at Dartmouth’s Center for Evaluative Clinical Sciences while she was a fellow in the VA Quality Scholars national fellowship program in White River Junction, VT. She is Program Director for the Dartmouth-Hitchcock Leadership Preventive Medicine Residency (DHLPMR), a unique residency focused on the improvement of health and healthcare services for populations served by D-H. From 2003-2013 she was Associate Director of Graduate Medical Education at DHMC. At The Dartmouth Institute (TDI), she co-directs the Microsystems Academy and directs two courses in TDI’s residential MPH program as well as the Practicum course for the online MPH program. She has also taught in Dartmouth’s Masters in Health Care Delivery Science and TDI’s online certificate programs. From 2013-14 she served as national director for the VA Quality Scholars and Chief Resident in Quality and Safety programs. She is currently a member of the Preventive Medicine Review Committee for the ACGME.

Suely Grosseman, PhD

did her post-doctorate in 2001 under the supervision of Prof. Dennis Novack at Drexel University College of Medicine.  After following him in his classes on communication skill to undergraduate and postgraduate students (residents),  she then began to facilitate the classes with him. During this time, Suely read many books and papers and watched DocCom modules about communication skills, including relationship-centered communication in day-to-day, and in difficult situations such as when there are strong emotions and bad news delivery, taking into account the difference in age, diversity  and other aspects.  Suely translated 10 DocCom modules that were about the relationship-centered consultation, the communication with children, with adolescents, handling emotions, the delivery of bad news, professional boundaries among other issues.  Since 2012, after returning to Brazil, she has been practicing the relationship-centered care in the outpatients unit, with mothers and their children. She also teaches communication skill to 1st year and 3rd year students theoretically and in practical classes. In Brazil, Suely has been running workshops to teach communication skills to students, professors and the medical staff and in 2015,was invited to run a workshop in Singapore.

Stephanie Harman, MD

the medical director of palliative care services at Stanford Health Care and lead several multidisciplinary teams. On a larger scale, she is co-chair of her hospital bioethics committee and lead a 30+ member committee responsible for setting administrative policies regarding ethical practice. She is a current faculty-in-training with the American Academy on Communication in Healthcare.

Laura Kirk, MSPAS, PA-C

is the Senior Physician Assistant Supervisor in the UCSF Department of Otolaryngology – Head and Neck Surgery. She received her undergraduate training in Biology and Chemistry at the University of North Carolina, Chapel Hill and her Master’s in PA Studies from Arcadia University in Glenside, Pennsylvania. Laura has spent her career as a PA refining and improving her ability to communicate well within the health care professional team as well as with patients of all ages and their families. She models and teaches these skills to physician assistant (PA) and nurse practitioner (NP) students and colleagues. She has a strong interest in enhancing communication skills with patients among her surgeon-physician colleagues, advanced healthcare providers (AHPs such as PAs and NPs), medical students, and residents. Laura advocates for optimization of AHP practice broadly at UCSF and supervises her AHP colleagues in the Otolaryngology department. In these roles, she has found communication skills such as delivering difficult news, feedback and remediation coaching conversations, and conflict transformation techniques to be invaluable and well-worth cultivating in others. Her goal as a facilitator in the Center for Enhancement of Communication in Healthcare is to encourage widespread usage of patient-centered communication in order to enable better patient care, facilitate patient-provider collaboration, improve provider experience, optimize communication within the healthcare team, and ultimately advance patient health outcomes.

Amy Ship, MD

is an internist and educator at Beth Israel Deaconess Medical Center and an Assistant Professor of Medicine at Harvard Medical School. She earned an undergraduate degree in English Literature, a graduate degree in Art History, worked at the Philadelphia Museum of Art and the Guggenheim Museum, and was a reporter for a national newspaper before attending medical school. She completed her residency and served as a Chief Resident at Beth Israel Hospital and has completed two fellowships in medical education. At BIDMC, Dr. Ship is the faculty director of the Katherine Swan Ginsburg Program for Humanism in Medicine. Her teaching focuses on humanism, communication skills, and physician well-being. Dr. Ship has received numerous awards for teaching, mentoring, and humanism. She was the recipient of the Schwartz Center’s Compassionate Caregiver of the Year Award in 2009 and the S. Robert Stone Award for Excellence in Teaching from Harvard Medical School and Beth Israel Deaconess Medical Center in 2010.

Oliver Stroeh, MD

is the Clarice Kestenbaum, MD Assistant Professor of Education and Training in the Division of Child and Adolescent Psychiatry (in Psychiatry) at the Columbia University College of Physicians and Surgeons. He is Associate Director of the NewYork-Presbyterian Hospital Child and Adolescent Psychiatry (CAP) Residency Training Program. Dr. Stroeh is the current John F. McDermott, MD Assistant Editor-in-Residence for the Journal of the American Academy of Child and Adolescent Psychiatry (JAACAP). He also is Editor of JAACAP Connect (an online companion to JAACAP), the mission of which is to engage trainees and practitioners in the process of learning via readership, authorship, and publication experiences. Dr. Stroeh attended medical school at the Columbia University College of Physicians and Surgeons, general psychiatry residency at NewYork-Presbyterian Hospital / Columbia University / New York State Psychiatric Institute, and CAP residency at NewYork-Presbyterian Hospital. Prior to returning to Columbia University, Dr. Stroeh was Assistant Professor at the Vanderbilt University School of Medicine, a child and adolescent inpatient psychiatrist at the Vanderbilt Psychiatric Hospital, and Director of the Vanderbilt University CAP Residency Training Program. He is an advanced candidate at the Saint Louis Psychoanalytic Institute. Dr. Stroeh has particular interests in psychiatry training / education and psychotherapy.

Howard Stuart, MD

is a physician practicing Hospital Medicine in Montreal, Quebec at Saint-Mary’s Hospital, a McGill University affiliated teaching institution. As such he attends to patients admitted to General Internal Medicine and to Oncology, as well as provides surgical co-management to Orthopedic patients. Previously, he practiced Emergency Medicine for ten years, also in Montreal. Oliver is an Assistant Professor at McGill, responsible for teaching residents and medical students on the wards. His other interests include music, athletics and motivation. He plays saxophone and is an avid swimmer. He looks forward to the opportunity to promote enhanced communications within healthcare and to sharing his approach to positive living on a wider basis through his persona Doctor Stu.

Shared Decision Making
Shared decision making is an approach to patient care that integrates patient’s beliefs, values and preferences into the decision making process. In this workshop we will explore the communication skills essential to putting shared decision making into practice.

  • Describe the historical and sociocultural context of shared decision making (SDM)
  • Discuss best practices for discussing medical risks with patients in a way that they can understand
  • Demonstrate relational skills of SDM including:
    1) value clarification & preference elicitation and
    2) ability to recognize and resolve decisional conflict

AACH Faculty and Faculty-in-Training Facilitators

Nan Cochran, MD, FAACH

is an Associate Professor of Medicine at the Geisel School of Medicine at Dartmouth and the Dartmouth Institute for Health Policy and Clinical Practice, and an internist and geriatrician at the VA Medical Center in White River Junction, Vermont. After undergraduate work at Harvard, she received her MD at Harvard Medical School, and completed residency training in Primary Care Internal Medicine at the University of Washington. She designed and directs the clinical skills course, and is co-leading the clinical longitudinal curriculum redesign effort at Geisel. As a faculty member of the American Academy on Communication in Healthcare, she does faculty development and training in the areas of conflict management and negotiation, shared decision making and motivational interviewing. She lives in Vermont with her husband, Elliott Fisher and they have 3 wonderful daughters, Allegra, Kate and Josie. She loves to spend her free time in the wilderness with her family and friends and to x-c and telemark ski, bicycle, play ice hockey and tennis, garden and read.

Mary Ann Gilligan, MD, MPH

completed the AACH Facilitator-in-Training program and joined the ranks of faculty in 2012. Prior to joining AACH Dr. Gilligan was involved in research involving medical decision making in situations of medical uncertainty and risk communication (e.g., mammography for women in their 40s, genetic testing for BRCA mutations). Since joining AACH she has become actively involved in teaching communication skills to medical students, residents, and faculty. Dr. Gilligan holds a Bachelor of Arts in English and Chemistry from Indiana University, Bloomington, and a Medical Doctor degree from Indiana University School of Medicine, Indianapolis. She did post-doctoral training at the University of Wisconsin Hospital & Clinics in Madison. She joined the General Internal Medicine faculty of the Medical College of Wisconsin in Milwaukee in 1996 after completion of fellowship training in health services research at the Seattle Veterans Affairs Medical Center/University of Washington and cancer prevention at the Fred Hutchinson Cancer Research Center in Seattle.

Anna Meyer, MD

is an associate professor of pediatric otolaryngology at the University of California, San Francisco. She has always been deeply interested in communication and how people learn. Her exploration of these ideas and approaches began early as an undergraduate time at Amherst College, from which she dove into education deeply for three years as a science and journalism teacher in Teach For America. She then pursued both a medical career and expertise in medical education at UCSF, the University of Michigan, and Lurie Children's Hospital in Chicago. She returned to San Francisco as a faculty member in 2008 and has focused her energy on providing an emotionally-supportive and relationship-centered approach to the care of children and their families, coaching and teaching medical students and residents, and facilitating improved communication skills amongst providers at UCSF. She has experienced tremendous professional and personal growth as a Faculty-in-Training in the American Academy on Communication in Healthcare. 

Lynnea Mills, MD 

is a clinician-educator and hospitalist at UCSF. She is a member of AACH and is enrolled in the Faculty-in-Training Program. She coaches trainees and faculty on communication techniques, and has developed communication curricula for students and residents. Her primary goal is to help participants develop communication tools in keeping with their own styles.

Coaching and Feedback through Relationship, Reflection and Intentional Change

This workshop equips learners with the leadership skills needed to coach members of the healthcare team toward improved communication skills by (1) building skills related to forming appreciative coaching relationships, (2) exploring and discovering an individual’s specific learning needs to grow towards their greatest potential, and (3) developing and implementing effective coaching strategies for changing behaviors. 

  • Define what it means to teach today’s learners, provide feedback and engage in coaching.
  • Experience receiving and providing feedback to facilitate deliberate practice and intentional change.   
  • Engage in the 5Ds of appreciative coaching.
  • Coach through the lens of diversity by increasing awareness of difference.
  • Practice skills with the intention of applying them to real life challenges.

AACH Faculty and Faculty-in-Training Facilitators

Marla Rowe Gorosh, MD

is a Senior Staff Physician and has been a member of the Board of Governors of the Henry Ford Medical Group at Henry Ford Health System in Detroit, Michigan. She continues to practice as a board certified Family Physician at the Henry Ford Center in Troy, Michigan. A graduate from University of Michigan Medical School with an undergraduate degree in social change, she works towards the creation of a health care system that strives to be safe, effective and reflective of the needs of patients and their families. She is an educator of medical students, residents and senior faculty and healthcare system leaders across all specialties. She directed and successfully created a series of programs for practicing clinicians to engage in relationship-centered communication with their patients. Her courses have focused on challenging situations such as end-of-life care, disclosing errors, delivering news of terminal diagnoses, shared decision making and particular focus on healthcare disparities. She has been consulted by many healthcare professionals and groups to improve communication amongst teams of physicians and other healthcare workers as well as between physicians and their patients and families. She is an active faculty member and Fellow of the American Academy on Communication in Healthcare, a national organization dedicated to the advancement of collaborative, patient centered healthcare. (link:

Ken Olson, MD

is a family physician, practiced Family Medicine nearly 35 years, the first five years in rural Minnesota and 30 years in the Twin Cities area; he is an Adjunct Clinical Professor of Family Medicine at the University of Minnesota (UMN) Medical School, Department of Family Medicine and Community Health. Ken graduated from Augustana College, Sioux Falls, SD, and received his MD at Baylor College of Medicine in Houston, TX. He completed his UMN Family Medicine residency at North Memorial Medical Center in Minneapolis. He is a faculty member of the American Academy on Communication in Healthcare. He enjoys teaching at the UMN Department of FM, Family Medicine Clerkship, and he has been lead physician facilitator for the Significant Event Reflection session for third and fourth year students. He teaches in the Foundations of Critical Thinking course for first and second year students. Ken has been a facilitator for Healer’s Art for first year medical students. Over the years he has taught MD, Residents, PA, Nurses and NP. In 2007, he received the Minnesota Medical Foundation’s Exceptional Community Faculty Teaching Award for his teaching at the U of M. Ken and his wife Birdie share a passion for Tanzania. Ken enjoys working “Shoulder to Shoulder” with the Tanzanian clinicians at the Ilula District Hospital near Iringa, and teaching US medical, pharmacy and other students and residents there as well as at home.

Denise Mohess, MD

is the Section Chief of Geriatrics and Medical Director of Advanced Illness and Geriatrics, Inova Health which is a role that is most fulfilling as she has dedicated her career to caring for the seriously ill and vulnerable. Denise was previously the Associate Medical Director for the Palliative Medicine and Comprehensive Care service at Inova Fairfax hospital where she finds great joy in providing palliative care throughout the age spectrum, from neonates to those of advanced ages, focused on providing relationship centered care to patients and families facing serious illness. As an agent of compassionate care she is the Physician Leader for Schwartz Center Rounds at Fairfax Campus to foster compassion and resilience in healthcare providers. She is faculty in training with the American Academy of Communication in Healthcare and is actively engaging those tools while teaching and coaching communication and professionalism at home with both learners across the continuum. These roles all complement each other to promote wellness, decrease burnout and improve overall provider and patient experience.

Carol Chou, MD

>is Associate Professor of Clinical Medicine in the Division of General Medicine at the Perelman School of Medicine at the University of Pennsylvania. Her area of interest is in improving healthcare through strengthening provider-patient communication, and she teaches medical students, residents, and faculty members on topics such as breaking bad news, communication at the end of life, difficult patient encounters, and behavior change counseling. In her role as member of the Clinical Coaching Committee in the internal medicine residency program at Penn, she is responsible for enhancing the communication and professionalism skills of medicine residents. As a faculty member of the American Academy on Communication in Healthcare, she has taught nationally on using communication skills to improve adherence in patients with diabetes, using personal awareness to enhance one's efficacy as a healthcare provider, relationship-centered patient care, leadership conflict competence, professionalism and cultural competence, improving the function of interprofessional teams and team members, shared decision making, and coaching remedial learners in communication skills. She is currently serving as Co-Director of AACH’s Faculty-in-Training program. She also has research and curricular interests in humanism and professionalism, and is the 2016 faculty recipient of the Leonard Tow Humanism in Medicine award at the Perelman School of Medicine at the University of Pennsylvania. She completed her undergraduate degree in biochemistry at Harvard/Radcliffe Colleges and attended the Columbia University College of Physicians and Surgeons for medical school. She then completed her internship and residency in Internal Medicine at the University of Chicago Hospitals. In her negative free time she plays the violin, practices a growth mindset toward home and car repairs, and enjoys the daily challenge of rallying all of the communication skills learned in AACH to use on her teenage children.

Darryl Woods, MD

is a clinician educator and Head of the Diversity and Cultural Competency Section in the Division of General Internal Medicine at Stroger Hospital of Cook County and an assistant professor of medicine at Rush Medical College in Chicago.  A graduate of Howard University College of Medicine in 1984, he completed his training in the Combined Internal Medicine and Pediatrics Residency program followed by a 2 year fellowship in Adolescent Medicine at Cook County Hospital.  He has led workshops on team building and conflict resolution as part of a faculty development program for clinical instructors in the Department of Medicine.  He helped develop a curriculum and workshops for first and second year medical students devoted to teaching culturally responsive health communication.  His current interests are in teaching clinical staff within the evolving patient centered medical home model how to work together as an effective health care team and in training residents effective skills in cross cultural communication. 

Building High Performance Teams:
A Relational Approach to Addressing Teamwork and Diversity

This workshop will present a conceptual framework and specific tools and skills to establish and sustain effective teams.  Participants will learn how to establish a respectful and inclusive team climate that invites and empowers diverse interprofessional colleagues to build on strengths, share concerns, address differences and conflict, and engage in collective problem solving, constructive feedback and mutual support.

  • Engage in team building activities that welcome and include diverse interprofessional colleagues and learners from diverse backgrounds and professional status.
  • Elicit and explore different perspectives and manage conflict constructively and recognize the dangers inherent in making assumptions.
  • Use empathy and feedback skills to establish and maintain open communication among team members and to optimize team functioning, adaptive capacity, mutual support and creative problem solving.

AACH Faculty and Faculty-in-Training Facilitators:

Jenni Levy, MD, FAACH

has been an active member of AACH since 1994 and has been a member of the Faculty since 1994. She practiced primary care internal medicine for 20 years and also served as a hospice medical director. She has taught communication skills to medical students, internal medicine and family practice residents, and hospice/palliative medicine fellows at Lehigh Valley Hospital and St Luke's University Health Network. Dr. Levy is currently serving as President of AACH. She lives in Allentown, PA, with her husband and daughter.

Dave Gullen, MD

David J Gullen and his colleagues from Phoenix Medical Associates (PMA) joined the Division of Community Internal Medicine at Mayo Clinic Arizona in 1997. PMA had been established in 1954 and became one of the premier internal medicine practices in Arizona. Dr Gullen is currently Chair of the Board of Directors of the Flinn Foundation, a Master of the American College of Physicians and Co-director of the phyisician-patient communication skills curriculum at Mayo. Previously, he served as Chair of the Board of Regents of the American College of Physicians and Secretary – Treasurer of the American Board of Internal Medicine. Professional interests include general internal medicine, geriatrics and patient-physician communication. A graduate of Princeton University, Dr Gullen received his medical degree from the University of Arizona and a master’s degree in microbiology and immunology from Arizona State University. He completed a residency and chief residency in internal medicine at Strong Memorial Hospital, Rochester, NY, where he spent additional time working with the Medical-psychiatric liaison group.

Kathy Kieran, MD

is a board certified pediatric urologist at Seattle Children’s Hospital and an associate professor of urology at the University of Washington. Her clinical interests include general and prenatal urology and her research interests include health care disparities, impact of public health initiatives on pediatric urologic health, and teaching and optimizing communication skills in surgeons. She currently teaches the communication skill courses within WISH (WWAMI Institute for Simulation in Healthcare). Dr. Kieran received her bachelor’s and Master’s degrees from Tufts University in Medford, MA, and her M.D. from Boston University School of Medicine. She also holds a Master’s degree in Clinical Research Design and Statistics from the University of Michigan and a Master’s degree in Medical Education from the University of Iowa. She completed an internship in general surgery and a residency in urology at the University of Michigan, followed by a fellowship in pediatric urology at the University of Tennessee. Prior to coming to Seattle, Dr. Kieran was a clinical assistant professor of urology and associate program director for the urology residency at the University of Iowa in Iowa City, IA. She is a member of numerous local, regional, and national societies, including the American Urological Association, Society for Pediatric Urology, and Society for Fetal Urology. She is a member of the Executive Committee for the American Academy of Pediatrics, the Executive Board of the Society for Women in Urology, and the Urinary Late Effects Committee of the Children’s Oncology Group.

Diane Sliwka, MD

is Clinical Professor of Medicine in the Division of Hospital Medicine at the University of California San Francisco Medical Center. In her role as Medical Director of the Patient and Provider Experience for UCSF Medical Center, she has led provider engagement efforts organizationally since late 2012, and locally in the Division of Hospital Medicine since 2008. Diane has spent the last several years working with faculty and residents on improving communication skills with patients, engaging providers in patient experience improvement, and measuring and improving provider experience. She leads UCSF’s Center for Enhancement of Communication in Healthcare. Diane received her bachelor degree in Biology from Dartmouth College and her medical degree from University of Connecticut School of Medicine after which she completed Internal Medicine Residency at Maine Medical Center. She then spent 2 years as a clinician educator and hospitalist at Beth Israel Deaconess Medical Center in Boston where she completed the Rabkin Fellowship in Medical Education with an academic focus on simulation education. In 2008, she launched the bedside teaching hospitalist procedure service at Moffitt/Long hospital and developed the educational curriculum for Internal Medicine housestaff in bedside procedures. She has completed leadership training through the UCSF Institute for Physician Leadership. She is medical director for the Goldman Medicine Service. She is faculty in training in the American Academy on Communication in Healthcare.

Conflict Engagement and Resolution Skills

Workshop Description:

This experiential workshop will allow participants to practice relationship-centered frameworks for engaging constructively in conflict and for resolving conflict. Conflict is an inevitable occurrence in sustained human interactions. In healthcare, it may arise between patients (or their loved ones) and clinicians or administrators as well as between colleagues and co-workers and among teammates. Often, we think of conflict as a threat to relationships, and the way in which we engage in conflict provokes defensiveness or escalates the conflict unnecessarily. However, skillful management of conflict can avoid these pitfalls and lead to closer and more effective relationships. This workshop will provide skills practice for approaching conflict as an opportunity for honest conversations about differences. 

  • Describe key skills for effectively engaging in conflict in a relationship-centered way.
  • Distinguish interests from positions.
  • Identify and demonstrate the four steps of Marshall Rosenberg’s Non-Violent Communication
  • Demonstrate multiple strategies for resolving conflict.
AACH Faculty Facilitators

Tim Gilligan, MD, MS

is a medical oncologist, Vice-Chair for Education, and Associate Professor of Medicine at the Cleveland Clinic Taussig Cancer Institute. He is Director of Coaching at the Cleveland Clinic Center for Excellence in Healthcare Communication, which has trained over 5000 clinicians in a one-day small-group experiential communication skills course. Together with Dr. Adrienne Boissy, he co-edited the book Communication the Cleveland Clinic Way. Dr. Gilligan graduated from Stanford University School of Medicine and Columbia University Graduate School of Journalism. He trained in internal medicine and medical oncology at Brigham and Women’s Hospital and the Dana-Farber Cancer Institute. He completed the American Academy on Communication in Healthcare three-year faculty training program and is a member of their faculty. He also completed the OncoTalk Teach program. At Cleveland Clinic and other hospitals and at national and international conferences, he teaches communication skills, team-building, and coaching, and trains others to teach communication skills. He also coaches clinicians working on communication and interpersonal skills. Dr. Gilligan works on quality of care and clinical practice guidelines with the American Society of Clinical Oncology (ASCO) and the National Cancer Institute, and chairs the testis cancer panel for the National Comprehensive Cancer Network (NCCN). He helps teach the ASCO Quality Training Program and co-chairs the ASCO panel writing guidelines on patient-physician communication. Clinically, he specializes in urological cancers and has published widely. He speaks regularly at national oncology meetings and board review courses.

Carole Warde, MD

is a clinician educator in General Internal Medicine. She completed a Primary Care Internal Medicine Residency at the University of Washington, and an Ambulatory Research Fellowship and Medical Education Fellowship at the WLA VA and UCLA. She is currently practicing half-time as a general internist and is the Director of the Center of Excellence Interprofessional Academic Homeless Patient Aligned Care Team (COE IA HPACT). As a general internist, her clinical expertise is in the care of patients with complex psychosocial needs preventive health care and use of lifestyle interventions in chronic disease management. As a medical educator, she has experience in curriculum, faculty and leadership development and has worked at the undergraduate, graduate and continuing medical education levels. She is currently leading the Interprofessional faculty of COA IA HPACT as they develop innovative curricula to prepare graduates to work in and lead patient-centered interprofessional (IP) teams. The COE IA HPACT aims to train the next generation of health professionals to care for vulnerable patients in a way that builds patients’ self-efficacy while meeting their social, psychological, and physical needs, with empathy and teamwork. Humanism in medicine is central to the center’s activities, which include a relationship-centered culture building process, a faculty development program based in humanism and the development of a “pocket toolkit” of specific techniques that help caregivers stay humanistic in the care of patients with multiple challenges. Her other academic interests include physician career satisfaction and burnout, work-family balance, evidence-based medicine in clinical practice, and patient-centered interviewing.

Renee Bergstrom, EdD

is a retired Mayo Clinic patient education specialist who taught patient classes, developed curriculum and educational resources, mentored medical students and served on the Mayo Clinic Program in Professionalism and Ethics Communication in Healthcare Faculty. She was also an adjunct professor in Women and Gender Studies at Winona State University. Dr. Bergstrom mentored a young Somali woman, Filsan Ali, with whom she developed a brochure for pregnant Somali women to share with their physicians or midwives to promote shared decision-making regarding labor and delivery. They distributed the brochures throughout the United States. Dr. Bergstrom participated in the End Violence Against Girls Summit on FGM/C in Washington, DC on December 2, 2016. Renée and her husband Gene enjoy travel, artistic projects, gardening, community involvement and activities with their three children and ten grandchildren.

Sally Fortner, MD

is a Professor of Anesthesiology and Critical Care Medicine at the University of New Mexico. She is the Director of Professionalism and a simulation instructor in her department. She serves as the Director of Professional Development for the School of Medicine and in this role; she leads a team of coaches in helping medical students improve their clinical communication and clinical reasoning skills as measured by Objective Structured Clinical Exams (OSCEs). She is also the Assistant Director of the School of Medicine’s Baccalaureate-MD program and co-chairs the admissions committee for the program.

Michael Marcin, MD, MSCR

is a child and adolescent and general psychiatrist with over a decade of both caring for youth and adults with and without neurodevelopmental disabilities, as well as focusing on improving the patient and provider experience across various types of health care systems. He is the Assistant Medical Director of the Acute Inpatient Program at Langley Porter Psychiatric Hospital and Associate Clinical Professor at the University of California, San Francisco. Additionally, Dr. Marcin is currently enrolled in the second of three years of the Faculty in Training program of the American Academy on Communication in Healthcare. His belief that skilled authentic communication is one of the highest forms of healing drives his interest in the AACH and self-improvement.

Kanade Shinkai, MD, PhD

Kanade Shinkai is a medical dermatologist and residency program director at the University of California, San Francisco. She is a trained mediator and serves as a volunteer mediator for the Office of the Ombuds at UCSF.

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