Quality communication contributes to smoother running practices, better care and services, greater efficiencies, fewer unhealthy conflicts, more satisfied staff and patients, and an improved ability to meet the challenges of an evolving and increasingly complex health care environment…

With packed curricula in most health care training institutions, and hectic schedules in practices and administrative offices, time for teaching vital communication and interpersonal skills is often at a premium.

This book equips trainees with the skills needed to communicate effectively with patients, colleagues and the community, employing a 'learning by doing' approach for effective and engaging learning. It is designed for practice leaders, hospital leaders and public health professionals helping health care professionals upgrade their skills, and especially for faculty members who teach students and residents.

Featuring more than 100 exercises ideal for use in a variety of training situations, this book takes into consideration the often limited training time available for non-clinical topics. Exercises range in length from minutes to over an hour, whilst a selection grid allows trainers and educators to select the right exercises to cover topics in the available time.

Contents
Introduction

* Using This Book
* Definitions
* Effective Listening
* Improving Patient Relationships
* Customer Service Strategies
* Dealing With Customer Complaints
* Managing Patient Expectations
* Confidentiality and Privacy Issues
* Intercultural Communication
* Communicating for Coordination and Consistency
* Communicating to Prevent and Reduce Medical Errors
* Communicating With Your Community
* Appendix A. Tips for Trainers
* Appendix B. The Art of Giving Critiques
* Appendix C. Quotations on Training Topics
* Matrix 1, Exercises by Training Subject
* Matrix 2, Exercises by Profession
* Matrix 3, Exercises by Time Allotment
* Suggested Reading

'Ellen Belzer has developed this fun, interactive, introspective teaching method to address the ACGME interpersonal communication and professionalism competencies with situations so realistic we felt we could insert our own names. Everyone who participates will learn from this experience. We recommend this resource to all family medicine residencies.' The Family Medicine Residency Faculty, Providence Hospital, Michigan