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Major teaching hospital uses
Caremunication to enhance
staff-to-staff communication
For a major teaching hospital in
the Midwest, a number of factors
strained internal communication
during the last decade, including
a merger into a large health
system and two union organizing
campaigns.
Hospital leadership piloted the Caremunication
program in the fall of 2004 to enhance staff
communication with both external
and internal constituencies.
Managers and front-line staff who
participated in the program gave Caremunication
high marks
across the board. (See graph
below) On a scale of 1 to 5,
managers rated the program at
5.0 overall, while the average
score from front-line staff was 4.7.
Specifically, participants cited:
- The applicability and usefulness
of the “C.A.R.E.” model,
which provides the foundation
for much of the program’s content
- Strength of role play exercises
and the interactive nature of
the program
- Techniques to handle difficult
conversations more effectively
One manager summarized, “The Caremunication program was
very beneficial to me personally
and professionally. No matter
how many times I am required to
have a difficult conversation, it
never gets easier. Great program!”
“I have already improved my communication
abilities because of this class,” commented
a front-line staff member. “I am more aware
of what I am saying and how it is perceived
by others.”
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