You Are Not A Frog

Complaints and How to Survive Them Episode 4: Creating a Workplace Where It's OK to Fail with Prof Susan Fairlie and Dr Jane Sturgess

June 22, 2021 Dr Rachel Morris
You Are Not A Frog
Complaints and How to Survive Them Episode 4: Creating a Workplace Where It's OK to Fail with Prof Susan Fairlie and Dr Jane Sturgess
Show Notes Chapter Markers

Prof Susan Fairley and Dr Jane Sturgess join us in this episode to discuss how to create 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.

[14:22] Get Juniors to Speak Up

  • Calling each other by first names reduces the hierarchy between colleagues.

[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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The Workplace and the Individual
Improving the System on an Organisational Level
Get Juniors to Speak Up
Having Difficult Conversations and Reducing Defensiveness
How to Face Difficult Conversations for Leaders
Helping a Person Receive Feedback
Incident Reporting
Good Practices in Speaking Up and Providing Feedback
Addressing Issues Around Incident Reporting
Building Trust
How to Start Speaking Up