PS 104 Lesson 3: Basic Tools and Techniques for Effective Communication
In the previous lessons, we discussed the importance of teamwork, communication, and culture in reducing the likelihood of error and enhancing patient safety. But how does a group of people function as a team and communicate effectively? Simply telling people to work well together, communicate better, and speak up will not result in improved communication and teamwork. This lesson provides specific techniques teams can use to improve their communication, such as SBAR, critical language, and briefings.
Estimated Time of Completion: 25 minutes
Learning Objectives
After completing this lesson, you will be able to:
1. Explain the concept of critical language and how to use it with a team.
2. Describe the "two challenge" rule.
3. Describe how to conduct an effective briefing.
4. Identify the steps of the SBAR technique.
5. Explain why "repeating back" can improve communication with patients and colleagues.
Contributors
Author(s):
Michael Leonard, MD, Principal, Safe & Reliable Healthcare, Safe & Reliable Healthcare View Profile
Editor(s):
Laura Fink, Senior Managing Editor, Institute for Healthcare Improvement View Profile
Reviewer(s):
Lucian Leape, MD, Adjunct Professor of Health Policy, Harvard School of Public Health View Profile
Requirements
You must be a registered IHI.org user to take this lesson.
You must achieve a minimum score of 75% to successfully complete this lesson.