Positive Conversations: Program Overview

Everyone wants to go to work in an environment that is supportive and healthy and where colleagues communicate openly and with consideration. However, we know that this is not always the case. Disrespect and hostility among colleagues are major problems in many hospitals. Poor communication between care providers is associated with:

  • low morale
  • high turnover
  • medical errors (Sutcliffe, Lewton and Rosenthal, 2004)
  • patient safety
  • lower job satisfaction
  • increased length of stay
  • increased costs

Improved caregiver communication is also one of the 2010 Joint Commission National Patient Safety Goals.

The Positive Conversations program will train participants in how to recognize unhealthy patterns of communication, diagnose any communication deficits occurring, and create and spread new patterns of communication and interaction that promote respect and collaboration.

Program Goals:

  1. Understand the importance of positive and productive communication in the workplace
  2. Identify and Diagnose unhealthy communication patterns
  3. Understand different theories and models for creating positive conversations
  4. Practice using different models and techniques for engaging colleagues in positive conversations

Positive Conversations™ is an integrated training and change management program for hospitals to empower employees to address communication challenges. Positive Conversations™ offers:

  • A model for understanding and solving communication challenges
  • Workshops that provide engaging, experiential learning
  • Practical application to the work setting
  • Progressive training levels for staff, manager, peer-professional, and train-the-trainer groups
  • Reinforcement and ongoing advisory services

There are four levels of training, targeted to the needs of different employee groups. Managers and Directors need to understand the strategic reasons for training and how it will improve staff functioning in their units. Peer-professionals are staff that act as resources for the unit. They receive more intensive training so they can assist fellow staff with problem solving. Trainers can independently teach workshops on the Positive Conversations™ at your hospital. Trainers receive two days of training and after successfully fulfilling the observed teaching requirement become certified. Staff workshops provide an introduction to the model and initial exposure to problem-solving.

Training sessions and objectives of the Positive Conversations program
Course/Training Name Participants Objectives Time allotted

1. Positive Conversations™ for Managers

Managers,
Directors
  • Fundamentals of Positive Conversations™ model and initial exposure to problem-solving
  • Roles and responsibilities of managers/directors, organization
  • Roles and responsibilities of Peer-Professionals
  • Understand scope of work
  • Setting expectations
  • Understand use and value of ongoing data
  • Use data results in ongoing program management
 3 hours

2. Positive Conversations™ for Peer-Professionals

Peer-Professionals
(40 staff)
  • Fundamentals of Positive Conversations™ model and initial exposure to problem-solving
  • Roles and responsibilities of managers/directors, organization
  • Roles and responsibilities of Peer-Professionals
  • Understand scope of work
  • Develop understanding of issues regarding bullying, hostility, professional conduct, negotiations and skillful conversations
  • Receive tools and post-test
 8 hours

3. Positive Conversations™ for Trainers

Trainers
(12 people selected from Peer-Professionals)
  • All topics from 2.
  • Learn how to lead a 2 hour workshop
  • Gain experience in group facilitation
  • Learn how to manage emotions
  • Keep limitation of self and when to “turf” to some higher authority
  • Gain practice presenting workshops
  • Develop deeper experience with context/knowledge building in order to internalize understanding
  • Receive post-test and certification
  • Receive all training tools for use in hospital
 8 hours

4. Positive Conversations™ Workshops

All Staff.

First three led by consultants. Six led by paired trainers and observed by consultants. Remainder led by Certified Trainers
(50 staff/session)
  • Fundamentals of Positive Conversations™ model and initial exposure to problem-solving
  • Roles and responsibilities of Peer-Professionals
  • Understand scope of work
  • Learn to differentiate between safe and unsafe experiences
  • Experientially learn correct and incorrect responses to given situations
  • Interact with fellow class mates
  • Pre and Post evaluation
  • Post reflection assessment
  • Set expectation for reinforcement
 2 hours

In order to make sure that staff apply the concepts learned in the workshops, it is important to reinforce learning on the unit. As communication challenges arise, staff will need advisors who can help them problem solve the situation. Managers and directors also need a way to collect data on whether change is occurring and how they can enhance the culture of professionalism in the hospital. This is not accomplished in a single training and must be reinforced over time. For these reasons, Positive Conversations™ includes a reinforcement and sustainability module which includes both structured and ad hoc components.

Peer-Professionals are provided with scripts for probing communication challenges and how staff have applied Positive Conversations™ concepts to those challenges. At regular intervals, Peer-Professionals will proactively engage staff with these scripts at staff meetings, shift report, or other standing meetings. All shifts will be engaged. Peer-Professionals will collect data on the results and provide to their manager. They will also be resources to staff on an ad hoc basis to advise as situations arise.

Trainer Obligations:

  1. Attend two days of training.
  2. Pass post-test.
  3. Observe one workshop training led by Consultants.
  4. Co-Lead one workshop with another trainer with oversight by Consultants.

Organization Obligations:

  1. Policies, procedures on code of conduct (and other related documents)
  2. Receive most recent mock-survey results for Magnet Status (this will ensure our program dovetails best to meet your needs)
  3. Ensure program is maintained and data collected.
  4. Ensure captured data and analysis is incorporated into regular and appropriate meetings

Consultant Obligations (The Altos Group, LLC, and Kim Consultants):

  1. Provide six (6) months of engagement
  2. Conduct above noted trainings
  3. Provide all materials:
    1. Training presentation with script
    2. Workbooks
    3. Reinforcement scripts for Peer-Professionals to use on units
    4. Evaluation materials
  4. Unlimited consultation to Managers/Directors, Peer-Professionals, Trainers by email and phone
  5. Review and analyze data, providing input, guidance, advice
  6. Two (2) on-site check-in visits