Constructive Feedback

Challenges amp Strategies

Karen Spear Ellinwood PhD JD EdS

Assistant Professor Department of Obstetrics amp Gynecology

Director Faculty Instructional Development

In this interactive session we will

bull the challenges faculty encounter in giving feedback Identify

bull the fundamental principles and components of effective or constructive feedback Discuss

bull strategies for addressing those challenges in striving to engage in learning through feedbackPractice amp Share

CLICK HERE IF YOU WANT TO TAKE THE POLLS ANDOR SEE POLL RESULTS

In this interactive session we will

bull the challenges faculty encounter in giving feedback Identify

bull the fundamental principles and components of effective or constructive feedback Discuss

bull strategies for addressing those challenges in striving to engage in learning through feedbackPractice amp Share

CLICK HERE IF YOU WANT TO TAKE THE POLLS ANDOR SEE POLL RESULTS

CLICK HERE IF YOU WANT TO TAKE THE POLLS ANDOR SEE POLL RESULTS

r1 What are the fundamental characteristics of effective or constructive feedback (After submitting your answer you can rank updown others responses as well)

o 0 o

When poll is active respond at PollEvcomreflect

Start the presentation to see live content Still no live content Install the app or get help at PollEvcomapp

CLICK HERE IF YOU WANT TO TAKE THE POLLS ANDOR SEE POLL RESULTS

Responses

People not trained properly to give it

Having enough time resources Defining what constitutes good middle bad constructive feedback Differentiating between different levels of learners in giving appropriate levels of feedback

Negative feedback is hard no matter what Finding demographic issues harder - as a young female attending i am encountering the most difficulty with senior male residents

Finding the appropriate time Misunderstanding

Ensuring the message was understood as intended

Refusal to accept feedbackDefensiveness

Enough time with resident student If they are just ok (easier if poor or great)

Becoming too negative Providing actionable feedback

Feeling mean

Backlash

Responses Upvotes Downvotes

Focus on what to do rather than what not to do 6 0

Action items or concrete examples 5 0

Providing actionable direction 3 0

Understanding the whole story and check in with the person rather than share what another said

3 0

Ask for selfassessment first 3 0

How to do better- specific suggestions 1 0

Provide specific details 1 0

Dialog 1 0

Inquire about understanding 1 0

Include both positives and negatives when relevant 1 0

Specifics 0 0

Team approach 0 0

Include both strengths and areas for improvement 0 0

Focused and give options of how learner can improve0 0

Identify some kind of follow up or check in time 0 0

Team approach 0 0

Concrete rather than general 0 0

Providing the opportunity for the feedback receiver to provide solutions or

0 0

What are the challenges you encounter in giving constructive feedback

What are the fundamental characteristics of effective or constructive feedback (A er submitting

your answer you can rank updown others responses as well)

Feedback Session Dec 14 2018 Live Session Results Dec 14 2018

2 Polls

13Total of

Unique Participants

16Average Responses

81

Average engagement of 13

unique participants

69

Engagement on Poll 1 of Total Unique

Participants

13Total Responses

92

Engagementon Poll 2

18Total of Responses

Why do we care

ldquoFeedback is the impetus

for improving

performance It is a

fundamental cornerstone

of effective teaching and

learningrdquo

ndashKogan (2012 91)

Is this feedback

Why do we care

ldquoFeedback is the impetus

for improving

performance It is a

fundamental cornerstone

of effective teaching and

learningrdquo

ndashKogan (2012 91)

Is this feedback

Is this feedback

Evaluation Feedback Great jobNOT Feedback

Feedback explains

HOW the learner

performed and WHY

performance is

considered good

poor or otherwise

Evaluation tells the

learner whether they

performed well

poorly or somewhere

in between

Reflective Feedback

Conversations

Be specific

Frame feedback as a conversation

Invite self-assessment

Offer actionable guidance

The RFC ModelReflective

Feedback

Conversation

feedbackChallenges

amp Strategies

Reflective Feedback

Conversations

Be specific

Frame feedback as a conversation

Invite self-assessment

Offer actionable guidance

The RFC ModelReflective

Feedback

Conversation

feedbackChallenges

amp Strategies

The RFC ModelReflective

Feedback

Conversation

feedbackChallenges

amp Strategies

feedbackChallenges

amp Strategies

Our Medical Students Sayhellip

bull Feedback in general is moderately to very important for improving performance

70

bull Evaluative remarks (good job) are not useful or only slightly useful for improving performance

60

bull Including specific descriptions of good behavior amp behavior that needs improvement is moderately-very useful

98

Clinical Reasoning Course study on feedback (2017-18)

Make Connections

Expectations

Future GoalsImmediate

Goals

ldquoRereview expectations and try to address denial through education The goal is to try to get the

learner to identify the discrepancy between his or her present performance and the expectations

or the professional standardrdquo (Kogan 2012 99)

bull Pair up

bull Roles

bull Instructor

bull Learner

bull Follow instructions on your Role Play Scenario

bull Debrief

Role play

Translate the Accusatory YOU

bull When youre not sure how todeliver or frame the constructivefeedback you want to offerconsult a colleague

bull Some situations are morechallenging than others - maybebecause you anticipate thelearner may feel awkward ordefensive or the nature ofsituation is particularly sensitive

bull In these situations it can helps todevelop a script to start theconversation before you talk withthe learner

Develop Feedback

Scripts

Letrsquos evaluate

this feedback

1100

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community YOU should always talk with whoever lives at home and find out what community services are available to assist with follow-up care

TRA

NSLA

TIO

N

Samples for Practice (not done in the live session)

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community Generally YOU should talk with whoever lives at home and find out what community services are available to assist with follow-up care TRA

NSLA

TIO

N When we develop a safe discharge plan for patients we interview the people who will be necessary to ensuring patient safety at home or in the community Generally we talk with whoever lives at home and find out what community services are available to assist with follow-up care

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

When you were talking with the patients husband for example I recall you at one point there were 2 questions at once whether the patient had transportation for follow up appointments and whether the home health aide was planning to visit

When we are trying to verify information particularly when working with a patient to come up with a plan of care its important to ask one question at a time and wait for their response I also repeat what the patient said be sure I understand their concerns or goals as we establish next steps

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

Make Connections

Expectations

Future GoalsImmediate

Goals

ldquoRereview expectations and try to address denial through education The goal is to try to get the

learner to identify the discrepancy between his or her present performance and the expectations

or the professional standardrdquo (Kogan 2012 99)

bull Pair up

bull Roles

bull Instructor

bull Learner

bull Follow instructions on your Role Play Scenario

bull Debrief

Role play

Translate the Accusatory YOU

bull When youre not sure how todeliver or frame the constructivefeedback you want to offerconsult a colleague

bull Some situations are morechallenging than others - maybebecause you anticipate thelearner may feel awkward ordefensive or the nature ofsituation is particularly sensitive

bull In these situations it can helps todevelop a script to start theconversation before you talk withthe learner

Develop Feedback

Scripts

Letrsquos evaluate

this feedback

1100

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community YOU should always talk with whoever lives at home and find out what community services are available to assist with follow-up care

TRA

NSLA

TIO

N

Samples for Practice (not done in the live session)

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community Generally YOU should talk with whoever lives at home and find out what community services are available to assist with follow-up care TRA

NSLA

TIO

N When we develop a safe discharge plan for patients we interview the people who will be necessary to ensuring patient safety at home or in the community Generally we talk with whoever lives at home and find out what community services are available to assist with follow-up care

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

When you were talking with the patients husband for example I recall you at one point there were 2 questions at once whether the patient had transportation for follow up appointments and whether the home health aide was planning to visit

When we are trying to verify information particularly when working with a patient to come up with a plan of care its important to ask one question at a time and wait for their response I also repeat what the patient said be sure I understand their concerns or goals as we establish next steps

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

bull Pair up

bull Roles

bull Instructor

bull Learner

bull Follow instructions on your Role Play Scenario

bull Debrief

Role play

Translate the Accusatory YOU

bull When youre not sure how todeliver or frame the constructivefeedback you want to offerconsult a colleague

bull Some situations are morechallenging than others - maybebecause you anticipate thelearner may feel awkward ordefensive or the nature ofsituation is particularly sensitive

bull In these situations it can helps todevelop a script to start theconversation before you talk withthe learner

Develop Feedback

Scripts

Letrsquos evaluate

this feedback

1100

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community YOU should always talk with whoever lives at home and find out what community services are available to assist with follow-up care

TRA

NSLA

TIO

N

Samples for Practice (not done in the live session)

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community Generally YOU should talk with whoever lives at home and find out what community services are available to assist with follow-up care TRA

NSLA

TIO

N When we develop a safe discharge plan for patients we interview the people who will be necessary to ensuring patient safety at home or in the community Generally we talk with whoever lives at home and find out what community services are available to assist with follow-up care

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

When you were talking with the patients husband for example I recall you at one point there were 2 questions at once whether the patient had transportation for follow up appointments and whether the home health aide was planning to visit

When we are trying to verify information particularly when working with a patient to come up with a plan of care its important to ask one question at a time and wait for their response I also repeat what the patient said be sure I understand their concerns or goals as we establish next steps

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

Translate the Accusatory YOU

bull When youre not sure how todeliver or frame the constructivefeedback you want to offerconsult a colleague

bull Some situations are morechallenging than others - maybebecause you anticipate thelearner may feel awkward ordefensive or the nature ofsituation is particularly sensitive

bull In these situations it can helps todevelop a script to start theconversation before you talk withthe learner

Develop Feedback

Scripts

Letrsquos evaluate

this feedback

1100

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community YOU should always talk with whoever lives at home and find out what community services are available to assist with follow-up care

TRA

NSLA

TIO

N

Samples for Practice (not done in the live session)

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community Generally YOU should talk with whoever lives at home and find out what community services are available to assist with follow-up care TRA

NSLA

TIO

N When we develop a safe discharge plan for patients we interview the people who will be necessary to ensuring patient safety at home or in the community Generally we talk with whoever lives at home and find out what community services are available to assist with follow-up care

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

When you were talking with the patients husband for example I recall you at one point there were 2 questions at once whether the patient had transportation for follow up appointments and whether the home health aide was planning to visit

When we are trying to verify information particularly when working with a patient to come up with a plan of care its important to ask one question at a time and wait for their response I also repeat what the patient said be sure I understand their concerns or goals as we establish next steps

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

bull When youre not sure how todeliver or frame the constructivefeedback you want to offerconsult a colleague

bull Some situations are morechallenging than others - maybebecause you anticipate thelearner may feel awkward ordefensive or the nature ofsituation is particularly sensitive

bull In these situations it can helps todevelop a script to start theconversation before you talk withthe learner

Develop Feedback

Scripts

Letrsquos evaluate

this feedback

1100

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community YOU should always talk with whoever lives at home and find out what community services are available to assist with follow-up care

TRA

NSLA

TIO

N

Samples for Practice (not done in the live session)

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community Generally YOU should talk with whoever lives at home and find out what community services are available to assist with follow-up care TRA

NSLA

TIO

N When we develop a safe discharge plan for patients we interview the people who will be necessary to ensuring patient safety at home or in the community Generally we talk with whoever lives at home and find out what community services are available to assist with follow-up care

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

When you were talking with the patients husband for example I recall you at one point there were 2 questions at once whether the patient had transportation for follow up appointments and whether the home health aide was planning to visit

When we are trying to verify information particularly when working with a patient to come up with a plan of care its important to ask one question at a time and wait for their response I also repeat what the patient said be sure I understand their concerns or goals as we establish next steps

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

Letrsquos evaluate

this feedback

1100

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community YOU should always talk with whoever lives at home and find out what community services are available to assist with follow-up care

TRA

NSLA

TIO

N

Samples for Practice (not done in the live session)

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community Generally YOU should talk with whoever lives at home and find out what community services are available to assist with follow-up care TRA

NSLA

TIO

N When we develop a safe discharge plan for patients we interview the people who will be necessary to ensuring patient safety at home or in the community Generally we talk with whoever lives at home and find out what community services are available to assist with follow-up care

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

When you were talking with the patients husband for example I recall you at one point there were 2 questions at once whether the patient had transportation for follow up appointments and whether the home health aide was planning to visit

When we are trying to verify information particularly when working with a patient to come up with a plan of care its important to ask one question at a time and wait for their response I also repeat what the patient said be sure I understand their concerns or goals as we establish next steps

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community YOU should always talk with whoever lives at home and find out what community services are available to assist with follow-up care

TRA

NSLA

TIO

N

Samples for Practice (not done in the live session)

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community Generally YOU should talk with whoever lives at home and find out what community services are available to assist with follow-up care TRA

NSLA

TIO

N When we develop a safe discharge plan for patients we interview the people who will be necessary to ensuring patient safety at home or in the community Generally we talk with whoever lives at home and find out what community services are available to assist with follow-up care

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

When you were talking with the patients husband for example I recall you at one point there were 2 questions at once whether the patient had transportation for follow up appointments and whether the home health aide was planning to visit

When we are trying to verify information particularly when working with a patient to come up with a plan of care its important to ask one question at a time and wait for their response I also repeat what the patient said be sure I understand their concerns or goals as we establish next steps

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

Letrsquos Translate the Accusatory YOUY

OU

1

When YOU develop a safe discharge plan for patients YOU should interview the people who will be necessary to ensuring patient safety at home or in the community Generally YOU should talk with whoever lives at home and find out what community services are available to assist with follow-up care TRA

NSLA

TIO

N When we develop a safe discharge plan for patients we interview the people who will be necessary to ensuring patient safety at home or in the community Generally we talk with whoever lives at home and find out what community services are available to assist with follow-up care

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

When you were talking with the patients husband for example I recall you at one point there were 2 questions at once whether the patient had transportation for follow up appointments and whether the home health aide was planning to visit

When we are trying to verify information particularly when working with a patient to come up with a plan of care its important to ask one question at a time and wait for their response I also repeat what the patient said be sure I understand their concerns or goals as we establish next steps

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

When you were talking with the patients husband for example I recall you at one point there were 2 questions at once whether the patient had transportation for follow up appointments and whether the home health aide was planning to visit

When we are trying to verify information particularly when working with a patient to come up with a plan of care its important to ask one question at a time and wait for their response I also repeat what the patient said be sure I understand their concerns or goals as we establish next steps

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

Letrsquos Translate the Accusatory YOUY

OU

2

You asked some really confusing and very complex questions of the patientrsquos husband during discharge planning You should have clarified the information or broken down the complex questions into two or three parts Then yoursquod know what the patient was actually telling yourdquo

TRA

NSLA

TIO

N

When you were talking with the patients husband for example I recall you at one point there were 2 questions at once whether the patient had transportation for follow up appointments and whether the home health aide was planning to visit

When we are trying to verify information particularly when working with a patient to come up with a plan of care its important to ask one question at a time and wait for their response I also repeat what the patient said be sure I understand their concerns or goals as we establish next steps

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

Letrsquos Translate the Accusatory YOUY

OU

3

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

Letrsquos Translate the Accusatory YOU

Your voice is so soft Itrsquos almost impossible to hear you over the air conditioning YOU really need to speak up so patients especially elderly patients can hear you more clearly If YOU had actually done that with Mr Smith you could have avoided any misunderstanding TRA

NSLA

TIO

N You have a soft voice But itrsquos pretty difficult to hear anyone over the air conditioning in patient rooms One way to be sure patients have heard and understand us is to check in with them Usually I ask the patient to tell me what they understand about what Irsquove said so far to help me avoid misunderstandings

YO

U

3

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

The RFC ModelReflective

Feedback

Conversation

Resources3-minute

Videos

Resources3-minute

Videos

References|Feedback

bull Brown SC1 Gillis MA Using reflective thinking to develop personal professional philosophies J Nurs Educ 1999 Apr38(4)171-5

bull Cantillon P amp Sargeant J Teaching Rounds Giving Feedback in clinical settings BMJ Vol 337 pp 1292-94 Nov 2008

bull Cho E amp Lin M Giving Effective feedback in the Emergency Department San Francisco General hospital Department of Emergency Medicine UCSF and SFGH 2007 (used with permission copyrighted material on YouTube athttpyoutubeDbfISZjG9mU ) (ALiEM Video used in session)

bull Dweck C 1999 Self‐theories their role in motivation personality and development Philadelphia PA Psychology Press (Google Books Link)

bull Hewson M Little M Giving Feedback in Medical Education J Gen Intern Med 13(2) 111ndash116 1998

References|Feedback

bull Kogan JR Conforti LN Bernabeo EC Durning SJ Hauer KE Holmboe ES

Faculty staff perceptions of feedback to residents after direct observation

of clinical skills Medical Education 2012 46 201ndash215

bull Kogan JR How to Evaluate and Give Feedback In LW Roberts (ed) The

Academic Medicine Handbook A Guide to Achievement and Fulfillment

for Academic Faculty DOI 101007978-1-4614-5693-3_11 copy Springer

Science+Business Media New York 2013

bull Nicol DJ amp Macfarlane DD Formative assessment and self-regulated

learning a model and seven principles of good feedback

practice Studies in Higher Education 312 199-218 2006 Accessed Full

Article Online

References|Feedback

bull Nicol DJ amp Macfarlane DD Formative assessment and self-regulated

learning a model and seven principles of good feedback

practice Studies in Higher Education 312 199-218 2006 Accessed Full

Article Online

bull Plack MM amp Santasier LG The Reflective Practitioner Reaching for

Excellence in Practice Commentary In Pediatrics 20051545-53

bull Schoumln D The Reflective Practitioner How professionals think in action

NYBasic Books 1983Schute VJ Focus on Formative Feedback Review of

Educational Research March 78153-189 2008

bull Wood B Feedback A Key Feature of Medical Training Radiology 2151 17-

19 Apr 2000

References|Communication

bull Kofman F Authentic Communication Transforming Difficult Conversations

in the Workplace 2014

bull Slatkin A A Communication in Crisis and Hostage Negotiations Practical

Communication 2012

bull Shadle C C amp Meyer J L Communication Case Studies Building

Interpersonal Skills in the Veterinary Practice 2014

bull Kern MC Lee Zeynep S Aytug G amp Brett JM Bridging social distance in

inter-cultural negotiations ldquoyourdquo and the bi-cultural negotiator

International Journal of Conflict Management 23(2) pp 173 ndash 191 2012