Crucial Conversations Workshop (Morning Session)

Agenda

Thursday, October 16
7 a.m.	Registration & Continental Breakfast
8 a.m.	Welcome & Introductions Shirley J. Farrah, RN, PhD, BC Mary L. Gambino, RN, PhD
8:15 a.m.	What "Crucial Conversations" Are and How They Affect Results We Care About (Influence, Patient Care, Team Performance, Productivity, Doctor Cooperation, Marriage Success, Change Management, Diversity, Safety, Quality Incidents)\| Emily Moss, MBA, MD
8:45 a.m.	Crucial Conversations Principle: Start with Heart Emily Moss, MBA, MD The problem and the solution Watching for changing motives Asking yourself: What do I really want?
9:30 a.m.	Break
9:45 a.m.	Crucial Conversations Principle: Learn to Look Emily Moss, MBA, MD The problem and the solution Learning to look for early warning signs of problems during a conversation The six forms of silence and violence to watch for Watching for your own Style Under Stress
10:15 a.m.	Crucial Conversations Principle: Make It Safe Emily Moss, MBA, MD Problem and solution When safety is gone, nothing is discussable Mutual Purpose and Mutual Respect: the necessary conditions for safety
10:45 p.m.	Next steps: How to Improve Your Crucial Conversations Emily Moss, MBA, MD
11:30 a.m.	Evaluations
11:45 a.m.	Adjournment