What are the most effective ways to communicate with other providers?

2 Choose the appropriate mode and channel

Another important aspect of communication is to choose the appropriate mode and channel for your message, depending on the urgency, complexity, and confidentiality of the information. For example, if you need to communicate a critical result or a change in the patient's condition, you may want to use a phone call or a face-to-face conversation, rather than an email or a text message. If you need to communicate a detailed plan or a summary of the patient's progress, you may want to use a written document or an electronic health record, rather than a verbal report. If you need to communicate sensitive information, you may want to use a secure platform or a private setting, rather than a public forum or a shared device.

3 Listen actively and respectfully

A third important aspect of communication is to listen actively and respectfully to what other providers are saying, and to acknowledge their perspectives and contributions. Listening is not just hearing, but also understanding, clarifying, and responding to the message. You want to show that you are interested and engaged in the conversation, and that you value the other provider's input and expertise. For example, when receiving a handover, ask open-ended questions, summarize the key points, and confirm your understanding. When discussing a case, use reflective statements, paraphrase the main ideas, and express appreciation.

4 Provide and seek feedback

A fourth important aspect of communication is to provide and seek feedback from other providers, and to use it to improve your practice and collaboration. Feedback is a way of sharing your observations, opinions, and suggestions about the performance, behavior, or outcome of another provider. You want to give feedback that is constructive, specific, timely, and respectful, and that focuses on the actions, not the person. You also want to receive feedback that is honest, relevant, helpful, and respectful, and that helps you grow and learn. For example, when giving feedback, use the sandwich method (positive-negative-positive) to balance praise and criticism. When receiving feedback, use the ASK model (Appreciate-Summarize-Know) to show gratitude, understanding, and action.

5 Address and resolve conflicts

A fifth important aspect of communication is to address and resolve conflicts that may arise with other providers, and to prevent them from escalating or affecting the patient care. Conflicts are inevitable in any workplace, especially in a high-stress, high-stakes environment like health care. You want to manage conflicts in a way that is respectful, assertive, and collaborative, and that seeks a win-win solution. You also want to avoid conflicts in a way that is proactive, respectful, and supportive, and that fosters a positive team culture. For example, when managing a conflict, use the DESC script (Describe-Express-Suggest-Conclude) to state the facts, feelings, solutions, and outcomes. When avoiding a conflict, use the LADDER technique (Listen-Acknowledge-Discuss-Decide-Execute-Review) to understand the situation, acknowledge the differences, discuss the options, decide the actions, execute the plan, and review the results.

6 Cultivate professional relationships

A sixth important aspect of communication is to cultivate professional relationships with other providers, and to build trust, rapport, and respect. Professional relationships are the foundation of effective communication, and they influence the quality of the patient care, the satisfaction of the providers, and the reputation of the organization. You want to develop relationships that are collegial, supportive, and collaborative, and that promote a culture of learning, sharing, and improvement. You also want to maintain relationships that are ethical, appropriate, and respectful, and that follow the standards of practice, the code of conduct, and the policies and procedures. For example, when developing a relationship, use the RAPPORT acronym (Respect-Attitude-Professionalism-Purpose-Openness-Reliability-Trust) to guide your interactions. When maintaining a relationship, use the CARE model (Communication-Awareness-Responsibility-Empathy) to monitor your behavior.