2.4.e Video: Difficult Conversation Strategies

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In this video Roy Johnson describes some communication strategies that can be used by health care providers when having difficult conversations. Watch the video to learn more. We summarize key points on this page.

The DEAR Strategy

During a debrief you can use the DEAR strategy (14). This is a mnemonic that helps to frame the conversation to discuss what went well and what can be improved upon for next time. Teams should adopt a practice of debriefing births as part of their continuous efforts for improvement and team functioning. DEAR stands for:

  • Describe what was seen or heard
  • Explain the impact on you or the team
  • Ask for their perspective
  • Request what could be done differently in the future

We provide a summary of the tips that can be used to ensure that communication and team functioning do not breakdown.

  • Notice and breath
  • Act, don't react!
  • Stay curious and try to understand the person’s perspective
  • Speak clearly and slowly
  • Use common language
  • Speak objectively
  • Avoid elaborating. Keep it short and simple
  • Speak clearly and slowly. Use “I” statements
  • Paraphrase the content
  • Reflect the emotion
  • Open questioning
  • Summarize central ideas and feelings
  • Acknowledge issues and feelings
  • Frame the message concisely with factual and important points
  • Reframe the content or context to help people to think about the issue differently