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CHI offers an extensive range of customized training workshops. Our programs include in-house workshops, as well as follow-on coaching and mentoring, using experienced trainers and coaches.
Our workshops are designed to provide participants with practical relevant skills and knowledge which can be applied immediately. Among the modules that clients can select from to meet their individual needs include the following:
Healing Conversations: Conflict Management Skills for HealthCare Professionals
Course Summary
This comprehensive skills building course is designed for Health Care Professionals who are involved in the management of conflict across the healthcare spectrum - from dealing with patients and families upset over unexpected adverse outcomes and medical errors to handling challenging staff, peer, and intra-group disputes. Through presentations, exercises, simulations, and experiential practice, participants will deepen their understanding about the underlying causes of conflict, and learn how to successfully resolve conflicts within their own organizations. In an exciting and fresh approach, participants will also learn how the latest concepts in conflict management (such as emotional competence and the role of apologies, coaching techniques, assisting with disclosure conversations, and rebuilding trust) are being applied in a health care setting. An overview of recent developments in the field, such as the use of mediation and utilization of Ombuds/mediators will also be highlighted and integrated into the model being presented.
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Mediation: The Art of Facilitating Compassionate Conversations
Participants enrolling in this course must complete the three-day prerequisite, Healing Conversations: Conflict Management Skills for Health Care Professionals.
Course Summary
This intensive skills building course continues the conflict management training introduced in Healing Conversations: Conflict Management Skills for Health Care Professionals. Moving from interest-based negotiation to the facilitation of parties in conflict, this course will provide participants with a basic training in mediation and mediation techniques, designed specifically for Health Care Professionals who are involved in the management of conflict across the healthcare spectrum - from dealing with patients and families upset over unexpected adverse outcomes and medical errors to handling challenging staff, peer, and intra-group disputes.
Through presentations, exercises, simulations, and experiential practice, participants will learn the basic components of the mediation process, including convening the parties, setting the tone and climate for an effective session, surfacing the parties’ perspectives about the conflict, clarifying underlying interests, generating options, and moving toward agreement. Also covered will be a review of professional mediation issues including standards of conduct, confidentiality, impasse, and dealing with cultural issues.
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Disclosing Unexpected Adverse Outcomes
Course Summary
Patients not only expect to be told the truth by their physician, but also to be protected from harm. When the latter is not possible, the former is required. This session will focus on how to conduct an effective disclosure conversation following an unexpected adverse event.
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Negotiation Skills for Risk Managers
Course Summary
Participants will learn a principled approach (interest based) to negotiation popularized by the Harvard Program on Negotiation that increases the likelihood of a fair resolution that will meet the needs of all stakeholders. Participants will learn a structured approach to preparing for and conducting a negotiation that focuses on interests rather than positions, how to use an alternatives analysis to make informed decisions about your negotiations, how to develop a range of creative options, including non-monetary ones, and how to use standards or criteria when the parties’ interests compete.
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Human Factors, Teamwork and Effective Communication
Course Summary
Teamwork, particularly in high reliability organizations, ultimately rests on our ability to communicate with each other. This session will focus on learning team management skills in high-stakes settings where safety is critical to promoting positive outcomes, how human factors affect team performance, and the elements of effective communication. Realistic case scenarios and simulations are utilized to provide an opportunity for skill development and improvement.
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SBAR, Assertiveness, and Decision Making
Course Summary
This training module prepares healthcare professionals in improving their effectiveness and accuracy of communication in rapid response decision making. The course outlines the importance of role clarification, mutual goal construction and respectful and honest communication and decision making. The primary focus is upon the use of precise SBAR communication protocols to engage medical personnel to respond effectively and efficiently in potential crisis situations. Realistic case scenarios and simulations are utilized to provide an opportunity for skill development and improvement.
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Emotional Intelligence
Course Summary
CHI now offers training in Emotional Intelligence! Recent research in the neurosciences shows that our emotional intelligence (EQ) is a far greater predictor of professional success and personal excellence than both personality and IQ combined. And, most importantly, unlike personality and IQ, our EQ – our ability to be self aware, to manage our emotions, to be socially aware, and to manage those social relationships - can be improved through specific skill building techniques. CHI is now a Talent Smart® certified trainer, offering what industry thought leaders call "the best emotional intelligence program available." TalentSmart's® EQ Learning program uses Hollywood films, experiential learning, and a real-time assessment of EQ to drive the development of new skills.
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