Why Doesn’t Communication Training Stick?  The Missing Link for Long-Term Success

Why Doesn’t Communication Training Stick? The Missing Link for Long-Term Success

Webinar On Demand
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Online Course | Specialties: Family Medicine, Hospitalist, Internal Medicine
Released: 4/19/2022
Expires: 4/18/2024
Max Credits: 1.0

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Amori Associates
Shelburne, VT

Geri Amori has more than 30 years of experience in healthcare risk management, nine years in behavioral healthcare delivery, and more than 40 years as an educator. She served Coverys/Med-IQ for nearly 15 years—first as director of education, then as vice president for academic affairs. In both roles, she led and delivered meaningful education on risk management and patient safety issues.

Dr. Amori is known for her work with the American Society for Health Care Risk Management (ASHRM), receiving both the Distinguished Service Award and the Presidential Citation for her lifetime contributions. She was also awarded the Journal Author Excellence Award, the designation of Distinguished Fellow, and Emeritus Faculty status, and served as president of both ASHRM and the Northern New England Society for Healthcare Risk Management.

Now in the refocused stage of life, 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.

Dr. Amori is nationally recognized for her work in furthering knowledge and awareness of communication in healthcare, particularly in the areas of breaking bad news, disclosure, and apology. She has taught these skills in 49 states. She believes there is much still to be done to support healthcare providers and caregivers in their work to deliver trusted healthcare, and to support patients in their efforts to navigate a complicated and often confusing system. Dr. Amori has a PhD in counselor education from the University of Florida, and a master’s degree in counseling and human systems from Florida State University. She serves on the University of Vermont’s Patient and Family Experience Council, the Patient Safety Committee, the Nursing Professional Governance Council, and the Professional Advisory Group of the Clinical Pastoral Education program, and on the board of the Vermont Ethics Network.

Activity Planners
Mark J. Hakim, BS, MA, MBA, CPHRM
Director, Risk Management & Patient Safety Educational Strategy
East Lansing, MI

Kathryn Schaefer, MSN, RN, CPHRM, CHCP, FASHRM
Associate Director, Education Quality and Compliance
East Lansing, MI

Learning Objectives
Upon completion, participants should be able to:

  • Discuss the influence of view/bias in communication skill application
  • Describe the impact of the neuronal system on interpretation of messaging
  • Evaluate communication situations for opportunities to pivot for greater efficacy

Target Audience
This webinar is intended for physicians, nurses, risk managers, quality managers, patient safety officers, performance improvement staff, administrators, pharmacists, legal counsel, front-line staff, and any other interested parties.

Statement of Need
Communication failures are the root cause of many adverse events and medical malpractice claims. Over the last few decades, considerable resources and efforts have been focused on developing effective communication strategies and training healthcare professionals on their use. However, miscommunication can have unintended consequences. Furthermore, the skills taught and practiced in most communication training don’t work or do not last. People are frustrated by continued poor/ineffective communication despite all their training and improvement efforts. A potential reason for the failure of communication trainings could be that an important ingredient is missing—the failure to acknowledge the perspectives and biases with which the speaker approaches a conversation. The assumptions that a person makes about others influence how one hears and processes information. Effective communication training must include ways for people to learn about their own biases, their impact on interactions with others, and strategies for mitigating their effects.
Accreditation/Designation Statements
Med-IQ is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.

Med-IQ designates this enduring material for a maximum of 1.0 AMA PRA Category 1 Credit™. Physicians should claim only credit commensurate with the extent of their participation in the activity.

Med-IQ is accredited as a provider of nursing continuing professional development by the American Nurses Credentialing Center’s Commission on Accreditation.

This nursing activity has been approved for up to 1.0 contact hour.

Nurse practitioners, physician assistants, and other healthcare professionals who successfully complete the activity will receive a Statement of Participation indicating the maximum credits available.

Instructions to Receive Credit
To receive credit, review the introductory CME/CNE material, watch the webinar, and complete the evaluation.

Complete your evaluations and click on the “Continue” button to download your certificate.

Initial Release Date: April 19, 2022
Expiration Date: April 18, 2024
Estimated Time to Complete This Activity: 60 minutes

Disclosure Policy
Med-IQ requires any person in a position to control the content of an educational activity to disclose all relevant financial relationships with any commercial interest. The ACCME defines “relevant financial relationships” as those in any amount occurring within the past 24 months, including those of a spouse/life partner, that could create a conflict of interest (COI). Individuals who refuse to disclose will not be permitted to contribute to this CME activity in any way. Med-IQ has policies in place that will identify and resolve COIs prior to this educational activity.

Geri Amori, PhD, ARM, CPHRM, DFASHRM, has no financial relationships to disclose.

Disclosure Statement
The content of this activity has been reviewed and has been approved for compliance. The faculty and contributors have indicated the following financial relationships, which have been mitigated through an established COI resolution process, and have stated that these reported relationships will not have any impact on their ability to give an unbiased presentation.

The reviewers and other activity planners have no financial relationships to disclose.
Statement of Evidence-Based Content
Educational activities that assist physicians in carrying out their professional responsibilities more effectively and efficiently are consistent with the ACCME definition of continuing medical education (CME). As an ACCME-accredited provider of CME, Med-IQ has a policy to review and ensure that all the content and any recommendations, treatments, and manners of practicing medicine in CME activities are scientifically based, valid, and relevant to the practice of medicine. Med-IQ is responsible for validating the content of the CME activities it provides. Specifically, (1) all recommendations addressing the medical care of patients must be based on evidence that is scientifically sound and recognized as such within the profession; (2) all scientific research referred to, reported, or used in CME in support or justification of a patient care recommendation must conform to generally accepted standards of experimental design, data collection, and analysis.
Med-IQ is not liable for any decision made or action taken in reliance upon the information provided through this activity.
Contact Information
For questions or comments about this activity, please contact Med-IQ. Call (toll-free) 866 858 7434 or email

System Requirements
For system requirements and technical assistance, please refer to our Support Manual.

The information provided through this activity is for educational purposes only. This information is intended to provide general guidelines for risk management. It is not intended and should not be construed as legal or medical advice.

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You have probably been to training programs in de-escalation, conflict resolution, disclosure, and other communication-based strategies. You enthusiastically tried the tools and skills, yet six months later, it may have felt as though the training never happened. Was it bad training? No. So why didn’t the training stick?

Most communication-related training programs emphasize the skills and tools of effective communication but ignore the underlying biases and views that perpetuate misunderstanding and communication breakdown.

This webinar will open the conversation about how the personal perspective of participants on both sides of the communication encounter influence the dialogue and offer tips for identifying and addressing “view” in the interpersonal encounter.

Supplemental Resources

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The information provided through this activity is for continuing education purposes only and is not meant to substitute for the independent medical judgment of a physician relative to diagnostic and treatment options of a specific patient’s medical condition.

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