Overview
Communication errors are among the leading causes of sentinel events, according to The Joint Commission. However, labeling them as simple “communication errors” overlooks the complex processes involved in the exchange of information. A growing body of evidence supports a critical need for effective communication skills for healthcare professionals, connecting improved communication to safer work environments, shortened lengths of stay, and better patient outcomes.
This series explores the dynamics of communication, what drives conflict due to breakdowns, and actionable strategies to resolve these issues. By enhancing communication, we can ultimately elevate the quality of care provided.
Series Summary
The first 3 courses in this 4-course series offer virtual live skill sessions to allow learners to apply concepts from the coursework in mock scenarios. Formative feedback will be provided in real time to assist participants with fine-tuning communication and verbal de-escalation.
Session(s) Available for Registration
Courses are available for 4 months and are self-paced (ie, learners can start and stop courses at any time).
Spring 2025: Begins May 1, 2025
Fall 2025: Begins September 1, 2025
Courses in This Series
Access a suite of 4 courses that provide CE credits and are designed for any healthcare professional.
Communication Fundamentals
This course discusses the fundamentals of communication and explores why communication matters in healthcare. The components of communication will be examined, with a focus on methods to reduce barriers to effective communication.
Conflict Resolution
Nonverbal communication and verbal de-escalation are important for engaging patients who are experiencing agitation, and verbal de-escalation remains the first-line approach. Staff should be trained in de-escalation techniques and be aware of their own biases and influences, which may exacerbate the situation. This course examines how bias may influence communication, what happens physiologically during conflict, and the basic steps of conflict resolution.
Verbal De-Escalation
This course examines what happens physiologically during conflict and ways to recognize these changes in others. These changes, when recognized, represent opportunities to apply de-escalation techniques rather than waiting for the situation to escalate. Methods to verbally de-escalate will be discussed, as well as differing responses indicated for anger, cognitive decline, and mental health conditions. Lastly, this course will discuss how trauma may make communication challenging, with methods for providing trauma-informed care outlined.
Exploring the Role of Communication in High-Risk Situations
This course examines high-risk situations, including workplace violence, the influence of culture and bias on care disparity, and peer-to-peer incivility, which contributes to turnover, burnout, and unsafe care delivery. It also explores methods for mitigating bias and incivility. Participants will examine their own workplace culture to assess whether these issues affect their care environment and identify opportunities to mitigate these issues to improve communication and, ultimately, care quality.
Pricing
Med-IQ’s Improving Care by Improving Communication Skills series delivers clinical risk education to healthcare providers in a targeted, customized, and easy-to-access format. It is not a “one size fits all” approach.
The cost of this program is $500 and includes access to collaborative sessions with peer groups led by industry experts, videos, case studies, and interactive activities delivered via a platform ideal for asynchronous, blended learning.
Interested in collaborating further to design a customized program specific to your organizational needs? RMDPhelp@med-iq.com
Expert Faculty
Geri has more than 30 years of experience in healthcare risk management, 9 years in behavioral healthcare delivery, and 40 years as an educator. She is the principal of Amori Associates, through which she continues her work bringing understanding and application of the uniquely human implications of communication to groups and organizations.
Kathy is the Associate Director of Education and Quality at Med-IQ. In her current role, she oversees more than 1,000 accredited educational activities each year, ensuring compliance with accreditation standards and educational quality.
Kathy has been a registered nurse for more than 36 years, with experience in the emergency department, critical care, and continuing medical education areas. She earned her Bachelor of Science in Nursing from Michigan State University and Master of Science in Nursing from Western Governors’ University. Kathy has presented nationally at the AACN’s National Teaching Institute and Critical Care Exposition, the Alliance annual conference, and the ASHRM annual conference. She is a former President of the Michigan Society of Healthcare Risk Management’s Board of Directors.
Monica Cooke has more than 40 years of experience in the field of behavioral health and substance abuse in clinical, administrative, and executive risk and quality positions. As a seasoned professional, she founded Quality Plus Solutions LLC in 2006. Her company provides organizational behavioral health and workplace violence risk assessments, as well as risk and quality support for behavioral health facilities, emergency rooms, and acute care settings. She provides legal nurse expert services, and as a certified psychiatric/mental health nurse, Monica continues to work at least two shifts a month as a registered nurse in a detox and rehab treatment setting. Monica has served in several leadership positions with both risk and quality societies and provides educational presentations at both the national and state levels. She is recognized as an expert in the field of behavioral health risk and healthcare workplace violence.
Joann Wortham is a seasoned international thought leader who uses insight from lived experiences along with her background in education, healthcare, business, and risk management to create novel approaches to today’s most critical workplace concerns. With more than 25 years of experience, as well as a Master of Science in Nursing Education, a Doctor of Nursing Practice, and a Juris Doctorate, Joann has presented and consulted for such prestigious groups as the Institute of Healthcare Improvement and Yale Health. She was also a consultant and contributor to the American Society of Healthcare Risk Management (ASHRM) Human Capital Playbook. To date, Joann is the best-selling author of the book EDI Is the New Black, which appeared on Forbes’ list of top 4 books to read to advance at work and in life.
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