TY - CHAP M1 - Book, Section TI - Keys to Launching a Successful Communication Skills Training Program A1 - Boissy, Adrienne A1 - Gilligan, Tim Y1 - 2018 N1 - T2 - Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Superior Patient Experience AB - Two of the underlying challenges facing anyone developing a healthcare communication skills training program for clinicians are legitimacy and credibility. A polarity exists in medicine between the positions that quality medicine is about technique and biomedical understanding, on the one hand, and that quality medicine is a humanistic endeavor in which emotional intelligence and communication and relationship skills are important, on the other. Although these two positions are not mutually exclusive, they are often posed as if they were, as though we had to choose between having an airline pilot who knew how to take off or one who knew how to land. During training, physicians primarily receive feedback on medical knowledge, decision making, and procedural skills. Suddenly holding them accountable for communication and interpersonal skills can feel like changing the rules halfway through the game. SN - PB - McGraw-Hill Education CY - New York, NY Y2 - 2024/03/28 UR - accessmedicine.mhmedical.com/content.aspx?aid=1150323466 ER -