Complaints and How to Survive Them E4: Creating a Workplace Where it's OK to Fail with Prof Susan Fairlie and Dr Jane Sturgess

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 IndividualThere 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 LevelThere needs to be an expectation of making communication easier and more respectful.[14:22] Get Juniors to Speak UpCalling each other by first names reduces the hierarchy between colleagues.[19:22] Having Difficult Conversations and Reducing DefensivenessSometimes, 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 LeadersRemove the emotion and listen to the content.Seek coaching and psychological supervision.[26:47] Helping a Person Receive FeedbackH3: 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 ReportingInstitutions that report incidents have lower risk and better safety outcomes. [39:27] Good Practices in Speaking Up and Providing FeedbackStaff 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 ReportingThe 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 TrustEvery gesture and action we take speaks volume.[51:41] How to Start Speaking UpHaving a coach, clinical supervision and mentor is powerful.Unless you practise something, you won’t get good at it.Enjoyed This Podcast?Write a review and share this with your friends.Sign up for a FREE workbook.Join the Shapes Collective Facebook group.Find out more about our training here.Email Rachel or reach her on LinkedIn or TwitterPodcast LinksPermission to Thrive CPD membershipMedical Protection, Dental ProtectionComplaints and How to Survive ThemE78: Preparing to Fail WellE80: What to Do When You Make a MistakeE82: Surviving the ProcessSusan’s WebsiteJane’s LinkedInVisit the website for a full list of helpful resourcesMentioned in this episode:🌞 [FREE DOWNLOAD] Summer Recharge Checklist for Doctors🌞 The Summer Reset for Doctors