Communication and Civility

Breakdowns in communication can occur in many ways, such as through outbursts of anger, misunderstandings of tone or volume of voice, cultural differences, inappropriate humor, the use of touch, and others. All of these breakdowns can result in stressful work environments, costly turnover in staff, and even poor clinical outcomes.

Our communication and civility courses are designed to remediate distressed or disruptive clinicians whose words or demeanor are perceived by others to be unprofessional, inappropriate, uncollegial, or disruptive. These courses helps clinicians to gain insight about their communication behaviors and how they may be perceived by others, as well as to appreciate the impact of unproductive communication on patient care, clinician well-being, and workplace effectiveness.

What kinds of issues are covered in a civility and communication course?

  • Ineffective, unproductive, or uncollegial team or clinical communication
  • Distressed or disruptive behavior
  • Poor conflict management
  • Difficulty in showing sensitivity or empathy
  • Lack of awareness about how one comes across to others
  • Management of frustrating situations or individuals
  • Red flags that indicate potential communication breakdowns in oneself or others
  • Note: These courses are not intended to substitute for anger management treatment or to address or remediate substance abuse, undiagnosed or untreated mental health conditions, or physically abusive behavior. Should these sorts of issues emerge during the course, the faculty will discuss with the participant and the referring entity the need for a formal assessment.

The purpose of these courses are to

  • Fulfill regulator, employer, or professional school mandates for educational interventions for conduct of concern regarding communication or professional demeanor
  • Cover a range of issues so that participants can prevent future problems and protect themselves and others
  • Help participants comply with all standards of practice, codes of ethics, and institutional policies
  • Address the personal vulnerabilities and risk factors that predispose you to violations
  • Improve team communication and effectiveness, professional satisfaction, and clinical outcomes
  • Help participants recognize warning signs of lapses in professionalism
  • Help participants reduce the risk of violations by those they manage
  • Help participants maintain accountability through the use of a Personalized Protection Plan

Course reviews and testimonials

“Very valuable course and excellent presentation.”

“The faculty was wonderful and effective as both a teacher and group leader!”

“I will be much more aware of how I communicate with others and how to avoid potential outbursts or unnecessary conflicts.”

Courses

In-Person

PBI Elevating Civility and Communication in Health Care (CC-30)
Three-day intensive course designed to elevate civility and communication practices by addressing disruptive behaviors and developing plans to maintain ongoing accountability
Credits: 30 CME/CE hours

Irvine, Houston, Chicago, Atlanta

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PBI Elevating Civility and Communication in Health Care: Extended Edition (CC-30EX)
Three-day intensive course + post-course weekly follow-up component
Credits: 42 CME/CE hours

Irvine, Houston, Chicago, Atlanta

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Online

PBI Managing Clinician-Patient Conflicts (CPC-2)
Strategies for conflict management, deescalating tension, and understanding patients with personality disorders
Credits: 2 CME/CE hours
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