Complicated, Crucial Conversations

Crucial conversations: the most potent force for eliminating disruptive behavior.

The Joint Commission announced this year that rude language and hostile behavior pose serious threats to patient safety and quality of care. The Silence Kills study, conducted by VitalSmarts and the American Association of Critical-Care Nurses, reveals that more than three-fourths of caregivers regularly work with doctors or nurses who are condescending, insulting, or rude. Although such disrup...

Knowing no boundaries: five crucial conversations for influencing administration.

Crucial conversations: tools for talking when the stakes are high.

Crucial issues in the applied analysis of verbal behavior: reflections on crucial conversations: tools for talking when the stakes are high.

A popular-press self-help manual is reviewed with an eye toward two issues. First, the popularity of such books documents the existence of considerable demand for technologies that address the everyday problems (in the present case, troublesome conversations) of nondisordered individuals. Second, many ideas invoked in popular-press books may be interpretable within an analysis of verbal behavio...

Compassionate Conversations

Staff engagement is much more than just a bonus in any organisation. CQC data shows that it is very clearly linked to positive results in both patient and staff outcomes (fewer complaints, improved safety, reduced sickness, fewer accidents, and more as per Michael West). Staff engagement may seem nebulous but is in fact measured routinely annually in the National Staff Survey. The problem is th...