Relationship Building - Keys to Better Communication

1. Communication
MARY CANTRELL, MA
EXECUTIVE DIRECTOR, CENTERS FOR SIMULATION EDUCATION

2. I have nothing to disclose

3. Mastering Advanced Skills to Enhance
Relationships
MASTER PROGRAM
Taught 2 times a month
11 UAMS Champions
8 hours of CME
Interactive

4. Patient Centered vs Relationship Centered

5. Self Awareness
How do I create my experiences?

6. Ladder of Inference
Chris Argyris
Peter Senge’s “5th Discipline: Art and Practice of Learning Organizations”

7. Good Interactions
 Create Connections
 Show interest in people
 Listen
 Ask Questions

8. ICE – exploring perspectives
Ideas
Concerns
Expectations

9. PEARL Statements:
• Partnership
• Emotion
• Apology
• Respect
• Legitimization
• Support

10. Empathy Enhances Efficiency
Made empathic
statements
Didn’t make
empathic
statements
Internists 17.6 min visits 20.1 min visits
Surgeons 12.5 min visits 14 min visits

12. Chunk &Check

13. ART LOOPS
Ask
Respond
Tell/Teach
GO AGAIN

14. MASTER PROGRAM
MASTER”S CLASS
Taught 2 times a month
11 UAMS Champions
8 hours of CME
Interactive

15. Contact Brenda Burks or go on line to
the UAMS Faculty Center
Go To My Compass - MASTER