2024 Women in Practice Management Forum-Navigating Difficult Conversations

Video Transcription

Video Summary

Olivia from the Alaska Shoulder and Orthopedic Institute addressed communication challenges, emphasizing empathy and professionalism. She opened by acknowledging the impact of a nearby hurricane and expressed gratitude for the opportunity to gather, sharing her empathic nature. Olivia discussed communication as an art and a science, focusing on two pillars: values and awareness. She outlined reflective (inward-facing) and reflexive (outward-facing) practices to enhance communication, emphasizing the importance of being grounded in personal values. Olivia shared personal anecdotes highlighting the complexity of human emotions in professional settings and the necessity of addressing underlying needs rather than just symptoms. She stressed the importance of understanding personal biases and cultural influences, challenging dehumanizing tendencies. Olivia advocated for intellectual humility, encouraging open dialogue and a willingness to revise beliefs with new evidence. Through her stories, she illustrated the need for compassionate interactions, even when confronting difficult behaviors, particularly in high-stress professions like healthcare. Her call to action centered on embodying values-driven communication to foster more humanized, effective professional environments.

Keywords

communication

empathy

values

awareness

intellectual humility

healthcare

professionalism