PLEASE NOTE: These materials are intended ONLY for those who attend the live Crucial Conversation Workshop. Completion of the post-activity materials concludes your participation in the activity.

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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