Agenda times are listed in US Eastern Time.
That is 3 hours later than US Pacific Time.
The event starts at 9:00am US Pacific Time.
12:00–12:15 PM | Welcome: Why Communication MattersIntroduce objectives and explore the difference between intended messages and perceived impact in patient care and professional relationships.
12:15–12:45 PM | Recognizing Communication Patterns
Examine verbal and nonverbal messages, tone, timing, assumptions, and common responses to disagreement. Identify patterns through brief healthcare scenarios.
12:45–1:15 PM | Listening Beyond the Words
Recognize emotions and needs beneath complaints or frustration. Practice reflective listening, clarifying questions, and checking understanding without assuming intent.
1:15–1:30 PM | Break (15 minutes)
1:30–2:00 PM | Pause, Then Respond
Identify personal reactions during difficult conversations. Practice grounding, intentional pauses, and choosing language that communicates patience, honesty, and respect.
2:00–2:30 PM | Saying What Matters Clearly and Compassionately
Practice expressing concerns, making specific requests, setting boundaries, and inviting collaboration. Incorporate reflection on constructive speech and compassion from Ephesians 4.
2:30–3:00 PM | From Misunderstanding to Repair
Practice acknowledging impact, clarifying intentions, offering meaningful apologies, and agreeing on next steps. Apply skills to patient, caregiver, and colleague interactions.
3:00–3:15 PM | Putting Skills Into Practice
Complete a communication action plan, discuss application across healthcare roles, and conclude with questions and answers.
