Putting the "WORK" in Workshops
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ENRICH workshops are highly interactive sessions where everyone participates and contributes.  You'll learn key principles from seasoned ACH Faculty, ACH Faculty-in-Training (FITs), and ACH Relationship-centered Communication Facilitators (RCFs) then you'll get the chance to practice those skills via role play scenarios or small breakout groups.  The facilitators, and your fellow workshop participants, will provide feedback and coaching so you're left armed with techniques to implement in your everyday work! 

Attendees will get to participate in two of the following 2-hour workshop options- one on Friday and one on Saturday.  Note that workshops are standalone, meaning the content for each day is the same and is simply repeated.  

 

2019 Workshops include:

  • Improving Patient Experience with Relationship-centered Communication (RCC) Skills* (Strongly recommended for 1st time attendees or those who have not previously participated in ACH RCC offerings, such as the ACH 1-day course or ACH Train-the-Trainer program.  Only offered on Friday, but participants will have priority in selecting a 2nd workshop to attend on Saturday.)
  • Coaching and Feedback through Relationship, Reflection and Intentional Change
  • Communication Skills for Effective Conflict Engagement
  • "Can I Really Ask That?"  Culture, Diversity, and Hierarchy
  • Leading Interprofessional High Performance Healthcare Teams
Improving Patient Experience with Relationship-centered Communication (RCC) Skills

ACH Facilitators: 
Auguste H. Fortin VI, MD, MPH, MACP, FACH
Lynn O’Neill, MD
Swana de Gijsel, MD, New York Presbyterian
Raghava Nagaraj, MBBS, MPH, FHM, Wake Forest School of Medicine
Robbie Sherman, MD, The Polyclinic
Sumita Kalra, DO, San Mateo Medical Center

This workshop is strongly recommended for 1st time attendees or those who have not previously participated in ACH RCC offerings, such as the ACH 1-day course. The workshop occurs May 31, 10:30am-6pm to allow participants immediate full exposure to the entire ACH RCC fundamental workshop on Day One. Participants will learn content and engage in small group facilitated practice sessions to allow for skill development. Participants will then advance to additional learning opportunities on Day Two to deepen the learning experience. 

The 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 of relationship-centered communication, useful in clinical and non-clinical communication, and engages participants in skills-practice:

  • Recognize the benefits of improving communication skills
  • Establish rapport
  • Elicit the patient’s concerns
  • Negotiate an agenda with the patient
  • Explore the patient’s perspective
  • Respond to a patient with empathy
  • Share information with the patient in small chunks
  • Assess a patient’s understanding
Coaching and Feedback through Relationship, Reflection and Intentional Change

ACH Facilitators:
Maysel Kemp White, PhD, MFT, FACH
Matt Russell, MD, VA Boston Healthcare
Judy Passaglia, CNS, RN, ACHPN, Stanford Healthcare
Lynda Tang, DO, The Vancouver Clinic
Barbette Weimer-Elder, PhD, MS, RN, Stanford Healthcare

 

This workshop builds upon the fundamental relationship-centered communication (RCC) skills learned in the RCC workshop or at an RCC course at your home institution. This course provides a relationship centered coaching frame that equips learners with the leadership skills needed to coach members of the healthcare team toward improved communication and relationship building skills. 

The Relationship Centered Appreciative Coaching model includes three core skills sets: (1) Building a relationship, (2) Building a collaborative plan, and (3) Building skills. The workshop is highly experiential. Skills can be exported to your home institution to coach clinicians to improve patient experience and teamwork.

Learning objectives:

  1. Practice building a coaching relationship by discovering learner’s strengths and the vision for successful relationship-centered interactions.
  2. Practice building a collaborative plan to achieve the learner’s vision.
  3. Build your own coaching skills by receiving and providing feedback to facilitate deliberate practice and intentional change.
Communication Skills for Effective Conflict Engagement

ACH Facilitators:
Sally Fortner, MD, University of New Mexico School of Medicine
Keith Mansel, MD, University of Mississippi Medical Center
Erum Jadoon-Khamash, MD, Mayo Clinic Scottsdale
Melissa Times, MD, MS, FACS, FASCRS, MetroHealth Medical Center
Stephanie Harman, MD, Stanford Healthcare

This experiential workshop builds upon the fundamental relationship-centered communication (RCC) skills learned in the RCC workshop or at an RCC course at your home institution.  It 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.

By the end of the workshop track, participants will be able to:

  • Identify your preferred conflict styles and describe situations where the preferred styles are effective and situations where they are limiting
  • Describe key skills for effectively engaging in conflict in a relationship-centered way.
  • Distinguish interests from positions.
"Can I Really Ask That?" Culture, Diversity, and Hierarchy

ACH Facilitators:
Denise Davis, MD, FACH, University of California, San Francisco
Kara Myers, CNM, MS, FACH, University of California, San Francisco
Darryl Woods, MD, Boston Medical Cente
Kathleen Kieran, MD, MS, FAAP, FACS, University of Seattle Children's Hospital
Laura Kirk, PA-C, University of California, San Francisco

“I'm glad I understand that while language is a gift, listening is a responsibility.”
Nikki Giovanni

Healthcare professions education and leadership training has historically provided few opportunities for learning how to effectively address racial, ethnic, sexual orientation, and gender differences in relationship centered ways. We may not be aware of how bias within our systems, or in ourselves as clinicians or administrators, impacts our engagement and collaboration with patients, colleagues, and trainees. Ultimately, biases and lack of cultural competency contribute to healthcare disparities, as demonstrated in this short video:

Relationship-centered communication (RCC) within teams and between patient and clinician has been shown to build connection, trust, and partnership, and thus is part of the deep work of building healthy diverse teams as well as eliminating healthcare disparities. This workshop builds upon the fundamental RCC skills learned within an RCC workshop or at an RCC course at your home institution. Our goal is to equip participants to feel more comfortable in opening conversations about these differences in both personal and professional domains. This workshop will utilize skills practice through role play as an introduction to a half-day ACH workshop on communication for diversity, equity and inclusion in healthcare.

By the end of the workshop track, participants will be able to:

1. Develop personal goals for how to address diversity and foster inclusion in home institutions

2. Discuss and practice communication strategies that allow for power and privilege to be discussed in a way that is an invitation to learn more about self, patients, learners and colleagues

Leading Interprofessional High Performance Healthcare Teams

ACH Facilitators:
Tim Gilligan, MD, Cleveland Clinic
Denise Mohess, MD, Inova Fairfax Hospital
Jan Veesart, MD, University of New Mexico
Tina Foster, MD, MPH, MS, Dartmouth Hitchcock Medical Center
Jeff Stein, MD, University of Missouri

A large proportion of healthcare is teamwork, and the strength and effectiveness of clinical and organizational teams is strongly linked to quality of care, medical outcomes, and the experience of clinicians and other healthcare workers. And yet, most people working in healthcare have had very little training in how to build and sustain highly functional teams.  

This workshop builds upon the fundamental relationship-centered communication (RCC) skills learned in the RCC workshop or at an RCC course at your home institution.  Interactive and experiential methods will be used to explore specific leadership techniques to help you engage teammates and navigate the principles of effective team development with a focus on process, building relationships, and developing a shared vision and understanding of the team’s goals and identity.

By the end of the workshop track, participants will be able to:

  1. Lead exercises that help teammates get to know each other and develop a sense of connection.
  2. Lead exercises that help teammates understand each other’s roles on the team and appreciate how the different roles relate to each other.
  3. Run team meetings and activities in a manner that allows each teammate’s voice to be heard.