TY - CHAP M1 - Book, Section TI - Leveraging Your Burning Platform A1 - Boissy, Adrienne A1 - Gilligan, Tim PY - 2018 T2 - Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Superior Patient Experience AB - My invitation to develop a communication skills program for Cleveland Clinic was entirely unglamorous. Merlino took me for coffee and, as we were catching up, asked if I would take on such a role. Without thinking, I said, "Yes." As I (Adrienne Boissy) walked out of that meeting, I had the distinct feeling that I had accepted an enormous job that I felt unqualified to do. I'm a neurologist, not an educator or communications guru. By the time I made it back to my own office, I had started wondering about my colleagues and friends. How would I ever be able to deliver something to them that would matter? By the time I made it home, I had successfully talked myself out of the job. No way could we engage seasoned clinicians in communication skills training. But as I considered how I would want to learn communication skills, I decided that this was the kind of chance I needed to grab and run with. When was the last time someone helped me understand how to have the tough conversations? What if we could actually build something that would help all of us feel more comfortable having the difficult talks? The challenge was enticing. To his credit, Merlino gave me a blank slate to work on and told me to figure it out. So off I went. SN - PB - McGraw-Hill Education CY - New York, NY Y2 - 2024/03/28 UR - accessmedicine.mhmedical.com/content.aspx?aid=1150323404 ER -