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Oklahoma State University Center for Health Sciences began training Crucial Conversations in 2016. After tracking statistically significant improvements in their employees’ ability to recognize and respond to interpersonal stress, they implemented training across the organization. Through monitoring patient experiences, they believe their patients are living longer because they worked to improve staff communication.

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What You’ll Learn

The course teaches nine powerful skills for working through disagreements and concerns in healthcare to achieve better outcomes for employees and patients.

GET UNSTUCK

Spot the conversations that are keeping you from what you want.

MASTER MY STORIES

Keep composure when feeling angry, defensive, or intimidated.

START WITH HEART

Stay focused on what you really want and lay a foundation of good intent.

STATE MY PATH

Speak honestly and respectfully.

MAKE IT SAFE

Create safety so you can talk with almost anyone about almost anything.

LEARN TO LOOK

Notice the signs that people are not in dialogue.

Seek Mutual Purpose

Find common ground even when it seems impossible.

EXPLORE OTHERS’ PATHS

Listen and respond effectively to other people’s concerns and feedback.

MOVE TO ACTION

Turn each Crucial Conversation into a course of action that leads to results.

Learning Formats

Course Agenda

5 Sessions 12.5 hrs

1. Get Unstuck and Master My Stories I

2.5 hrs

  • Spot the conversations that are keeping you from what you want.

  • Choose the right conversation to get unstuck.

  • Learn where emotions come from and how to change them.

  • Take responsibility for the emotions you bring to the conversation by owning your story.

2. Master My Stories II and Start With Heart

2.5 hrs

  • Eliminate negative stories that impede conversations and results.

  • Stay focused on what you really want.

  • Lay a foundation of good intent.

3. State My Path and Make It Safe

2.5 hrs

  • Speak honestly and respectfully.

  • Share tough messages in a way that invites others into the conversation.

  • Take steps to rebuild safety when others get defensive.

  • Talk with almost anyone about almost anything.

4. Learn To Look and Seek Mutual Purpose

2.5 hrs

  • Notice the signs that people are not in dialogue.

  • Identify and manage your own Style Under Stress.

  • Recognize when safety is at risk because you’re at odds.

  • Find common ground even when it seems impossible.

5. Explore Others’ Paths & Move To Action

2.5 hrs

  • Actively listen to understand the meaning behind others’ emotions and actions.

  • Respond productively when someone initiates a Crucial Conversation with you.

  • Move from healthy dialogue to taking action and achieving results.

Course Agenda

10 Lessons 13 hrs

1. Get Unstuck

90 mins

  • Spot the conversations that are keeping you from what you want.
  • Choose the right conversation to get unstuck.
2. Master My Stories I

30 mins

  • Learn where emotions come from and how to change them.
  • Take responsibility for the emotions you bring to the conversation by owning your story.
3. Master My Stories II

75 mins

  • Eliminate negative stories that impede communication and results.
4. Start With Heart

60 mins

  • Stay focused on what you really want.
  • Lay a foundation of good intent.
5. State My Path

105 mins

  • Speak honestly and respectfully.
  • Share tough messages in a way that invites others into the conversation.
6. Make It Safe

90 mins

  • Take steps to rebuild safety when others get defensive.
  • Talk with almost anyone about almost anything.
7. Learn to Look

45 mins

  • Notice the signs that people are not in dialogue.
  • Identify and manage your own Style Under Stress.
8. Seek Mutual Purpose

90 mins

  • Recognize when safety is at risk because you’re at odds.
  • Find common ground even when it seems impossible.
9. Explore Others’ Paths

105 mins

  • Actively listen to understand the meaning behind others’ emotions and actions.
  • Respond productively when someone initiates a Crucial Conversation with you.
10. Move To Action

30 mins

  • Move from healthy dialogue to taking action and achieving results.

Looking for Blended Learning?

Combine the on-demand or virtual course of Crucial Conversations for Mastering Dialogue with our supplemental healthcare material to discuss and practice communication skills in healthcare settings.

BASED ON THE BESTSELLER

The course is based on thousands of hours of research and the the New York Times bestseller and business classic that has revolutionized interpersonal success for millions of people worldwide.

Vital Signs of Dialogue

PATIENT SAFETY

Nurses at Spectrum Health reported increased confidence to confront executives and physicians regarding their behavior to improve patient safety.

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PERFORMANCE

St. Joseph’s Health Care London earned accreditation with exemplary standing and reduced sick leave from 15 to 12 days.

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ENGAGEMENT & CULTURE

Maimonides Medical Center improved employee morale when they saw a 54% improvement in how leaders handle disrespectful behavior.

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PROFESSIONALISM

Oklahoma State University Center for Health Sciences decreased the incidence of formal professionalism complaints.

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Empowerment

AORN saw an immediate and significant increase in nurses’ confidence and ability to address disruptive physician behavior

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TEAMWORK

Employees at MaineGeneral Health were 167% more likely to speak up and resolve problems with colleagues following training.

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What’s Unique About the Healthcare Course

Experience humorous and engaging videos, illuminating instruction, and, most importantly, hands-on skill building to address the challenges unique to healthcare. From beginning to end, the course is designed to help your organization improve its ability to care for patients and support its staff.


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