1. Conflict of Interest Slide Miriam Bar-on, MD – Volunteer CLER site visitor with the ACGME Ann Dohn, MA – No conflicts of interest to report

2. SES 128: Continuing the Conversations…Techniques for Difficult Encounters Miriam Bar-on, MD, DIO, University of Nevada Ann Dohn, MA, DIO, Stanford

3. AGENDA Introduction Case Studies De-brief Brainstorm Tips/tools to use Practice Wrap Up

4. Introduction Where are we as a group? – Who? DIOs Program Directors Faculty Coordinators/Administrators – What are our biggest issues? – What can you take home?

5. Case Studies Examples of some good and bad conversations

6. Case Study # 1 “Failure to progress resident”

7. Case Study # 2 Faculty “misbehavior”

8. Case Study # 3 Sexual Harassment (resident to resident)

9. De-brief De-brief on reactions of the group to the case studies

10. Brainstorming

11. Find Your Style Brief “quiz”.

12. Can We Talk? Understand your style and its impact – Competing – Collaborating – Compromising – Avoiding – Accommodating Adapted from Thomas-Kilmann

13. Can We Talk? Multi-dimensional problem solving – Many perspectives – Different objectives – Integrative process

14. Can We Talk? Create opportunities for mutual gain – Reframe – Find shared interest – Generate options – Give and get

15. Can We Talk? Conflict escalators – Enemy image – Simplification – Polarization – Emotions – Humiliation – Investments – The obsession to win

16. Can We Talk? De-escalators – Humanize – Perspective – Save face – Desire to settle – Share savings – Apology

17. Can We Talk? Process of Change Self InterestAligned Interest Enlarged Interest Enlightened Interest

18. Can We Talk? Getting started: – Define the problem – Find multiple dimensions – Create mutual benefit – Reach agreement

19. Can We Talk? Getting started (continued): – Who are the parties? – What is their view of the problem? – What are the stakes for them? – What is the history of the problem?

20. Can We Talk? What do the parties have to gain/lose? What outcomes are they willing to accept? What outcomes do they want?

21. Can We Talk? Generating options: – Brainstorming – Innovation – Flexibility

23. Questions

24. Contact us! adohn1@stanford.edu mbar-on@medicine.nevada.edu