Can We Talk? Case Studies in Communication Challenges and Conflict Management for Clinicians

Abstract

Abstract Introduction This resource is a case-based, small-group activity for six to 10 students designed to promote thought, discussion, and skill development regarding conflict management and problematic communication that can occur in clinical settings. Each case begins with a provocative, scene-setting video. Methods The module is embedded in a PowerPoint presentation, with questions posed to prompt discussion, followed by take-home messages and suggested approaches. The topics covered include communicating with angry family members, unprofessional interactions between clinicians, initiating discussions about code status, dealing with hard-to-meet patient expectations, culture and health care decision-making, disclosure of medical errors, and providing care outside the typical doctor-patient relationship. Results This module has been used in skill development for fourth-year medical students and medicine residents, and has been presented at national and regional American College of Physicians meetings. In each case, the respondents reported that the sessions improved their awareness of the key issues raised and felt that their skills for addressing these types of situations was improved. Discussion The module showcases the power of video in promoting discussions and learning about communication and interpersonal skills. This proved true with students, residents, and practicing doctors. Faculty facilitators have come from internal medicine, emergency medicine, pediatrics, and psychiatry. All have been capable of following the faculty guide and effectively leading small-group discussions.

Keywords

• Disclosure
• Conflict
• Dissent and Disputes
• Boundaries
• Collegiality
• Shared Decision Making