COMPLAINT AND HOW TO SURVIVE THEM SERIES EPISODE 4: CREATING A WORKPLACE WHERE IT'S OK TO FAIL.

Prof Susan Fairley and Dr Jane Sturgess join us in this episode to discuss creating a workplace where you can handle difficult conversations and not shy away from failure.

Episode Highlights
[07:07] The Workplace and the Individual
There should be a system at work that allows other people to challenge someone who is not doing the right thing.
[10:08] Improving the System on an Organisational Level
There needs to be an expectation of making communication easier and more respectful.
It’s not only the recipient of incivility that suffers or gets affected.
[14:22] Get Juniors to Speak Up
Calling each other by first names reduces the hierarchy between colleagues.
It’s easier to have a difficult conversation with leaders if they really listen.
[19:22] Having Difficult Conversations and Reducing Defensiveness
Sometimes, the kind thing to do is to have a difficult conversation with a colleague.
When a leader doesn't listen up, the members will not be able to speak up.
[22:57] How to Face Difficult Conversations for Leaders
Remove the emotion and listen to the content.
Seek coaching and psychological supervision.
[26:47] Helping a Person Receive Feedback
H3: head, heart and hand.
POIPS: permission, observed, impact, pause and solutions.
Advocacy-inquiry: understanding the other person’s opinion before intervening with your own perspective.
[32:17] Incident Reporting
Institutions that report incidents have lower risk and better safety outcomes.
[39:27] Good Practices in Speaking Up and Providing Feedback
Staff that feel valued, engaged, safe and empowered to speak up and have difficult conversations directly correlates with patient mortality.
[42:24] Addressing Issues Around Incident Reporting
The first issue is not recognising a problem as significant enough to need reporting.
The second issue is it takes time to write an incident report.
[47:14] Building Trust
Every gesture and action we take speaks volume.
[51:41] How to Start Speaking Up
Having a coach, clinical supervision and mentor is powerful.
Unless you practise something, you won’t get good at it.

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Podcast links
Complaints and How to Survive Them Series!
Developing cultures of high-quality care: