Session Summary
Session Hosts: Dr. Dalia Abdellatif and Dr. Wen Nie
Presenters & Panelists: Michele Hannay, Dr. Shelley Howk and Dr. Lori Montgomery
Session Objectives: At the end of this webinar, you will be able to:
- Describe two tools for increasing clarity of communication in teams.
- Apply select active listening strategies personally, and as a team.
- Explain the value of a culture of curiosity and how to encourage it.
Recommended Resources:
Session Highlights & Themes:
This session emphasizes the importance of creating a respectful, supportive team environment where all voices are heard. Leaders who prioritize psychological safety and open communication set the foundation for a cohesive, resilient team that is better equipped to deliver high-quality patient care.
Elements of Team Culture Fostering Effective Communication Practices:
- Psychological Safety: A climate where team members feel safe to express concerns, ideas, questions or mistakes without fear of judgment, humiliation or punishment.
- Leadership Influence: Leaders set the tone for psychological safety, with openness to differing opinions fostering a more productive environment.
- Culture of Curiosity: Encouraging questions within healthcare teams allows for clarification, prevents errors, and promotes collaborative problem-solving.
Key Takeaways:
Communication Tools
- Huddles: Short, frequent meetings (5-10 minutes) where team members sync on daily goals, potential challenges, and any support needed. Brief but regular meetings ensure all team members receive essential updates.
- SBAR Framework (Situation, Background, Assessment, Recommendation): Originally from military communication, this structure offers clarity and brevity for urgent discussions.
- Deep Listening: goes beyond simply hearing words. It involves fully focusing on the speaker, setting aside personal judgments or distractions, and observing nonverbal cues like tone, body language, and emotional context. This level of listening nurtures trust, creates strong connections, and helps uncover insights that may otherwise go unexpressed.
- Closed-Loop Communication: a communication approach where the listener confirms they've accurately understood the speaker’s message by paraphrasing or summarizing it back to them. This method helps prevent misunderstandings and ensures that the listener and speaker are aligned.
Perception
Three elements account for our perception of a person’s message:
- 55% body language
- 38% tone of voice
- 7% words
Nuances in Digital Communication
- Emails: Use clear subject lines, brief greetings, formatted (e.g., bold or bulleted) messages for skimming, include what is needed (the ask), and deadlines.
- Texting and Emojis: Emojis can bridge gaps in non-verbal cues, preventing misunderstandings in brief text exchanges.
Practical Strategies:
- Foster Personal Connections Regularly: Take time to connect with team members outside of task-focused discussions, such as during shared breaks or informal check-ins, to build rapport and understanding.
- Engage Deep Listening Skills: Approach team interactions with a mindset similar to patient care, applying full attention and empathy to pick up on unspoken concerns or cues.
- Set Norms Around Distractions: Establish team agreements on minimizing distractions (like phone use) during meetings, allowing everyone to stay fully present and engaged.
- Encourage “Closed-Loop” Feedback: Use confirmation practices in discussions, such as summarizing decisions or next steps at the end of meetings, to ensure everyone is aligned.
- Create a Culture of Curiosity: Model curiosity and openness by inviting questions and thanking team members for raising them, reinforcing a safe environment for dialogue.
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