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:
- Understand the importance of positive and productive communication in the workplace
- Identify and Diagnose unhealthy communication patterns
- Understand different theories and models for creating positive conversations
- 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.
| Course/Training Name | Participants | Objectives | Time allotted |
|---|---|---|---|
1. Positive Conversations™ for Managers |
Managers, |
|
3 hours |
2. Positive Conversations™ for Peer-Professionals |
Peer-Professionals |
|
8 hours |
3. Positive Conversations™ for Trainers |
Trainers |
|
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 |
|
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:
- Attend two days of training.
- Pass post-test.
- Observe one workshop training led by Consultants.
- Co-Lead one workshop with another trainer with oversight by Consultants.
Organization Obligations:
- Policies, procedures on code of conduct (and other related documents)
- Receive most recent mock-survey results for Magnet Status (this will ensure our program dovetails best to meet your needs)
- Ensure program is maintained and data collected.
- Ensure captured data and analysis is incorporated into regular and appropriate meetings
Consultant Obligations (The Altos Group, LLC, and Kim Consultants):
- Provide six (6) months of engagement
- Conduct above noted trainings
- Provide all materials:
- Training presentation with script
- Workbooks
- Reinforcement scripts for Peer-Professionals to use on units
- Evaluation materials
- Unlimited consultation to Managers/Directors, Peer-Professionals, Trainers by email and phone
- Review and analyze data, providing input, guidance, advice
- Two (2) on-site check-in visits