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

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The podcast for GPs, hospital doctors and other professionals in high-stakes, high-stress jobs who want to thrive rather than just survive. You studied for years, you’re really good at what you do but you’ve noticed that you’re starting to feel overwhelmed, overworked and under-resourced. You may be comparing yourself to a frog in boiling water - the heat has built up so slowly that you haven’t noticed the extra-long days becoming the norm. You may feel on the edge and trapped in the very job that you’ve spent years working towards. Here’s the problem, frogs only have two choices; stay and be boiled alive, or jump out of the pan. The good news is that you are not a frog. You have many more choices than you think you do. You don’t have to quit, and nor should stress and burnout be inevitable. It is possible to be master of your own destiny, to craft your work life and career so that you can thrive even in the most difficult of situations. There are simple changes you can make which will make a huge difference to your stress levels and help you enjoy life again. Your host is Dr Rachel Morris, GP turned Executive Coach and Specialist in Resilience at Work who knows what it’s like to feel like an exhausted frog. In the podcast, she’ll be talking to friends, colleagues and experts all who have an interesting take on resilience for clever people in high-stakes, high-stress jobs so that together you can take back control to beat stress and burnout, survive and thrive.