Unhealthy Motives of Dialogue
- Be right
- Look good/Save Face
- Win
- Punish, blame
- Avoid conflict
- Demand respect
- “I” focused
Healthy Motives of Dialogue
- Learn
- Find the truth (their truth)
- Produce results
- Strengthen relationships
- Develop others
- Earn/model respect
- “We” focused
Elements of Human Dignity
Fairness Acceptance of Identity Inclusion Recognition Accountability Safety Independence Acknowledgement Benefit of the Doubt Understanding
FAIR ASIA BU
Fairness
Treat people justly and in an evenhanded way according to agreed-on laws and rules.
Acceptance of Identity
Approach people as being neither inferior nor superior to you. Give others freedom to express their authentic selves without fear of being negatively judged. Interact without prejudice or bias.
Inclusion
Make others feel that they belong, whatever the relationship they have in connection to you (family, community, organization, or nation)
Recognition
Validate others for their talents, hard work, thoughtfulness, and help. Be generous with praise, and show appreciation and gratitude to others for their contribution and ideas.
Accountability
Take responsibility for your actions. If you have violated the dignity of another person, apologize. Make a commitment to change your harmful behaviors.
Safety
Put people at ease at two levels: physically, so they feel safe from bodily harm, and psychologically, so they feel safe from being humiliated. Help them feel free to speak without fear of retribution.
Independence
Encourage people to act on their own behalf so that they feel in control of their lives and experience a sense of hope and possibility.
Acknowledgement
Give people your full attention by listening, hearing, validating, and responding to their concerns, feelings, and experiences.
Benefit of the Doubt
Treat people as trustworthy. Start with the premise that others have good motives and are acting with integrity.
Understanding
Believe that what others think matters. Give them the chance to explain and express their points of view. Actively listen in order to understand them.
Communication Outcomes for Clinicians & Teams
- Engagement
- Satisfaction
- Workload stress
- Medical Malpractice
- Team Collaboration
Communication Outcomes for Institutions
- Patient experience scores
- Work environment
- Job satisfaction
- Patient loyalty
- Likelihood to recommend
- Enhanced safety and quality
Communication Outcomes for Patients
- Better outcomes for diabetes, blood pressure, pain management
- Adherence to medications
- Satisfaction with care
- Relief of suffering
PEARLS
P - Partnership E - Emotion A - Apology/Appreciation R - Respect L - Legitimization S - Support
Be able to list examples of each behavior
3 Behaviors to Open Conversations
- Begin with an open-ended request/question
- Listen attentively and (mostly) silently
- Resist the urge to interrupt or ask questions
Implicit Bias
Also known as implicit social cognition, implicit bias refers to the attitudes or stereotypes that affect our understanding, actions, and decisions in an unconscious manner. These biases, which encompass both favorable and unfavorable assessments, are activated involuntarily and without an individual’s awareness or intentional control.