Speaker: Date: Topic
Laura K. Rock, MD
Sep 14, 2016
Building Trust Quickly: Why and How
Objectives of the Presentation
Participants should be able to:
- Discuss elements of how trust and rapport are established.
- Discuss how trust and empathic care improve health care outcomes and save money.
- Explain the effect of emotions on our ability to have cognitive conversations.
- Consider a method for promoting trust when time is short.
Amy Cuddy Ted Talk
Rock L et al: Critical Care Communication Skills Training for Internal Medicine Residents
Director of Medical Education and Committee Members have indicated they have no relevant financial interests or relationships to disclose.
Take-Away Points of the Presentation
1. Convey interest and caring through your pace and tone of voice, body language.
2. Introduce yourself and your role.
3. Preview the agenda. "I'm here to meet you and introduce myself and to make sure I understand your goals and that you are clear on what we are doing today."
4. Give 20 seconds of undivided attention with eye contact (without papers, computer or device) then explain the process, i.e., "Your comments are important so I'm going to take some notes."
5. Ask-Tell-Ask: Begin with a question; Tell clearly and simply; Ask for questions and check understanding.
6. Observe for emotion -- pause, validate, support.
7. Ask yourself: Does this patient feel respected and cared for by me? Do we have rapport? If not, ask a question, explore whether there is emotion.