Thursday, October 16

• Deal with the right problem.
• Avoid revisiting old problems while missing the real and bigger issues.
• Understanding why people don’t bring up problems when they should.

Emily Moss, MBA, MD

• Evaluate the cost of becoming emotional and charging into a confrontation unprepared.
• Overcome your own unhealthy feelings and generate new ones.
• Decipher the meaning and the implication of "the fundamental attribution error."

Emily Moss, MBA, MD

• Effectively start a crucial confrontation.
• Recognize common errors people make when first bringing up a problem.
• Talk about almost anything with almost anybody.
• Establish safety by applying Mutual Purpose and Mutual Respect.
• Define the Gap–what was expected versus what was observed.
• Diagnose and create safety by ending with a question.

Emily Moss, MBA, MD