In activities addressing communication skills, learners participate in role-play activities with professional actors and rehearse communication skills in tough scenarios. Learners must recognize patient cues and select a framework to guide the conversation, using the appropriate tools and talking maps accordingly. Facilitators observe the communication skills in action, watching learners select the communication tools appropriate to their specific conversations and attest that the learners have implemented the required skills and successfully met the learning objectives to complete the course. In another example, learners identify opportunities for improvement within their own organizations related to strengthening the relationship(s) between clinicians and their administrative colleagues to improve workplace interactions and efficiency and completes a project as part of the course using newly learned problem-solving skills. All participants report back on a completed process improvement project as a measure of their performance.
