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Crucial Conversations Workshop
PLEASE NOTE: These materials are intended ONLY for those who attend the live Crucial Conversations Workshop. Completion of the post-activity materials concludes your participation in the activity. The date on your certificate of attendance will reflect the date that credit was claimed.
Activity description
Effective communication is essential to delivering safe, compassionate, and high-quality healthcare. In high-stakes situations—whether engaging with patients, families, or interdisciplinary teams—the ability to communicate clearly and empathetically can directly influence clinical outcomes, team cohesion, and patient trust. This interactive workshop provides healthcare professionals with practical tools and evidence-based strategies to navigate challenging conversations with confidence. Participants will engage in structured exercises, apply proven communication frameworks, and reflect on their own interpersonal styles to enhance emotional intelligence and conflict resolution skills. This session will equipped learners to manage high-pressure interactions, reduce interpersonal tension, and foster collaborative relationships that support better care delivery.
This activity is designed to meet the educational needs of case managers, nurses, and social workers by providing effective communication strategies to manage high-pressure interactions, reduce interpersonal tension, and foster collaborative relationships that support better care delivery.
At the end of this webcast, participants should be able to:
- Identify key sources of conflict in healthcare settings and describe the components of emotional intelligence.
- Engage in conflict resolution exercises to practice effective communication strategies.
- Perform a self-assessment of emotional intelligence and develop personalized strategies for improvement.
- Describe best practices to manage high-stakes conversations and implement techniques to reduce tension and enhance collaboration.
Provided by
This activity is provided by Optum Health Education and Optum Advisory,
Commercial support
No commercial support was received for this activity.
Required hardware/software
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Presenter
Keith Jones
Education Manager
Optum Advisory
Activity Planners
Megan Dabols
Director of Care Management
Optum Advisory Operations
Rebecca Gleason, RN, CCM
Clinical Manager
Optum Health Education
Keith Jones
Education Manager
Optum Advisory
Disclosures of relevant financial relationships
In accordance with the Accreditation Council for Continuing Medical Education's (ACCME) Standards for Integrity and Independence in Accredited Continuing Education, Optum Health Education (OHE) requires all those in control of educational content to disclose their financial relationships with ineligible companies within the prior 24 months. Ineligible companies are defined by the ACCME as companies whose primary business is producing, marketing, selling, re-selling, or distributing health care products used by or on patients. Individuals must disclose all financial relationships, regardless of the amount, with ineligible companies and regardless of their view of the relevance of the relationship to the education. OHE ensures that the content is independent of commercial bias.
The activity faculty and planners have no financial relationships to disclose.
Accreditation statement
In support of improving patient care, this activity has been planned and implemented by Optum Health Education and Optum Advisory. Optum Health Education is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE) and the American Nurses Credentialing Center (ANCC), to provide continuing education for the health care team.
Credit designation statements
Case managers
The Commission for Case Manager Certification has approved this program for a maximum of 3.00 clock hours for Certified Case Managers (CCM).
Nurses
The participant will be awarded up to 3.00 contact hour(s) of credit for attendance and completion of supplemental materials.
Social workers
As a Jointly Accredited Organization, Optum Health Education is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. Optum Health Education maintains responsibility for this course. Social workers completing this course receive 3.00 live continuing education credits.
Attendance
A certificate of attendance will be provided to learners upon completion of activity requirements, enabling participants to register with licensing boards or associations that have not been preapproved for credits. To apply for credit types not listed above, participants should use the procedure established by the specific organization from which they wish to obtain credit.
Available Credit
- 3.00 ANCC - Nurses
- 3.00 Attendance - General Attendance
- 3.00 CCMC - General - Case Managers
PLEASE NOTE: These materials are intended ONLY for those who attend the live Crucial Conversations Workshop. Completion of the post-activity materials concludes your participation in the activity.
The date on your certificate of attendance will reflect the date that credit was claimed.
You must be logged into your account to participate in this activity. Get started by clicking “Continue” and completing the “Evaluation”; then follow the prompts at the bottom of the screen. At the end of the activity, you will be able to view, save or print your certificate of participation. A complete listing of your activities can be found under “My Account,” “My Activities.”