Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Exceptional Patient Experience

Chapter 5

Chapter 5

Making Communication Skills Resonate with Experienced Clinicians

Motivating physicians to attend and actively engage in communication skills training is often perceived as an enormous feat. We knew if we put a program in front of experienced clinicians, it had to be rock solid. In addition, we wanted to provide participants with an experience equivalent to, if not exceeding, that of a patient. This strategy entailed modeling the skills we teach with one another and with participants in an authentic and meaningful way, recognizing their expertise and valuing their contributions.

Basic Principles of Engagement

We were mindful of Maslow’s hierarchy of needs in creating a climate conducive to learning. Maslow proposed ...