Communication

Level A

• Describes established departmental norms for technology use
• Uses technology in a manner which enhances communication

Level B

• Follows established departmental norms for technology use
• Ensures documentation is timely, complete, and accurate

Level C

• Educates peers and residents regarding departmental norms for technology use
• Teaches effective use of technology to exchange information

Level D

• Contributes to quality improvement in departmental norms for technology use
• Adapts systems to improve communication with other providers, and systems

Author: Tina Kenyon, ACSW

Resources

Tokuç B, Varol G. Medical Education in the Era of Advancing Technology. Balkan Med J. 2023 Oct 20; 40(6):395-399. doi: 10.4274/balkanmedj.galenos.2023.2023-7-79. Epub 2023 Sep 14. PMID: 37706676; PMCID: PMC10613744.

Acceptable Use of Information Technology Resources Policy (example from Brown University). https://policy.brown.edu/policy/acceptable-use-it-resources.

Level A

• Describes basic principles of effective negotiation
• Identifies situations that include conflict

Level B

• Demonstrates ability to negotiate low stakes outcomes
• Demonstrates basic skills in managing conflict with colleagues and learners

Level C

• Demonstrates ability to negotiate high stakes outcomes
• Demonstrates basic skills in managing conflict with colleagues and learners

Level D

• Coaches others in effective negotiation skills
• Coaches others in conflict management skills

Author: Brian Johnson, MD

Resources

Fiester A, Stites S. Using a Mediator's Toolbox: Reducing Clinical Conflict by Learning to Reconceive the “Difficult” Patient or Family. MedEdPORTAL. 2023;19:11324. https://doi.org/10.15766/mep_2374-8265.11324.

Welch J, Jimenez H, Allen S. Teamwork & Conflict Management Workshop. MedEdPORTAL. 2013;9:9605. https://doi.org/10.15766/mep_2374-8265.9605.

Fisher, R., Ury, W., & Patton, B. (2006). Getting to yes (2nd ed.). Penguin Putnam.

Patterson, K., Grenny, J., McMillan, R., & Switzler, A. (2002). Crucial conversations. McGraw-Hill Contemporary.

Patterson, Kerry, a.o.. (2013). Crucial accountability : tools for resolving violated expectations, broken commitments, and bad behavior (2nd ed.). Toronto: McGraw-Hill Education.

Level A

• Recognizes the importance of including all participants

Level B

• Invites others to express ideas, concerns, and opinions

Level C

• Manages conflict within the group setting

Level D

• Coaches others to develop facilitation skills

Author: Brian Johnson, MD

Resources

Fulton T, Burke C, Hyland K, Kruidering-Hall M, Masters S. Workshop in a Box: Visual Demonstration of Small-Group Facilitation Techniques for Faculty Development. MedEdPORTAL. 2010;6:5103. https://doi.org/10.15766/mep_2374-8265.5103.

Schuman, S (2005). The IAF Handbook for Group Facilitation, Int’l Association of Facilitators.

Level A

• Defines the skills required for effective active listening

Level B

• Takes initiative to incorporate active listening skills in teaching and learning

Level C

• Teaches peers and learners effective active listening skills

Level D

• Coaches others to develop active listening skills

Author: Tina Kenyon, ACSW

Resources

Listening Techniques for Physicians - AAFP. https://www.aafp.org/family-physician/practice-and-career/managing-your-career/physician-well-being/creating-a-culture-of-well-being/listening-techniques.html#:~:text=Sitting%20down%20to%20actively%20listen,comply%20with%20treatment%2C%20he%20says.

Seven Active Listening Techniques for Better Communication – with example and audio. https://www.verywellmind.com/what-is-active-listening-3024343.

Health Literacy for Interprofessional Education (IPE) eToolkit- Active Listening
https://pacificu.libguides.com/HLeT/ActiveListening.

Level A

• Acknowledges professional communication including adhering to written etiquette

Level B

• Analyzes succession options to ensure leadership continuity

Level C

• Implements succession plans to ensure leadership continuity

Level D

• Institutes program infrastructure to ensure leadership continuity

Authors: Tina Kenyon, ACSW

Resources

The Power of Effective Writing and Communication for Healthcare Professionals: 6 Tips. https://postgraduateeducation.hms.harvard.edu/trends-medicine/power-effective-writing-communication-health-care-professionals-6-tips-strengthen-your-skills.