We've worked with dozens of organizations and hundreds of people to inculcate & implement Crucial Conversations skills. How are we doing? Read what our clients have to say.
Crucial Conversations in Health Care
“Crucial Conversations is the most timely subject we have ever dealt with and we have had some heavy weight speakers address us (Stephen Covey, Senator Jake Garn, John Huntsman) to name a few! The comments from participants indicated that this is breakthrough material. They were very enthusiastic about being able to surface and address concerns with other doctors and staff where in the past they have avoided such conversations hoping they would somehow get better on their own…which they won’t. Others talk around the core issue, but Kurt identified it, named it and given us tools to address it!”
Pimmie Lopez
President
Utah Medical Group Management Association
"I attended my first Crucial Conversation training several years ago. I am continually reminded of the value of this training. As CEO of a mid-sized radiology group, my job is dependent on relationship building and getting through difficult conversations with a variety of physician groups and hospital administrators. I can assure you I would not be as successful as I am without this training. The ability to arrive at a "best" solution for issues facing our group is one powerful reason we are recognized as an industry leader. I recommend this training for all levels of an organization. As a former quality director for two hospital systems, this training is a must."
Jim Hayes, CEO
Radiology Associates of Indianapolis, Inc.
“Leaders face challenges in meeting the demands of many diverse and vocal constituencies. Those rare leaders who are able to surface and resolve controversial issues gain the respect and support of all those they come in contact with. The distinctions learned during the Crucial Conversations training help executives get positive results. The techniques learned will help executives create a safe environment; keep the conversation issue-oriented, and achieve a win/win solution. These are the skills that distinguish the great leaders from the good leaders. Because of his track record and experience, executives trust Kurt Southam to help them and their teams manage crucial conversations that impact results.”
James R. Castle
President and CEO
Ohio Hospital Association
“The Crucial Confrontations class has been transformational for our nursing leadership team. Leaders have had conversations with staff about patterns of behavior that impact teamwork and quality of care. The tools have been used with physicians to address concerns. We had leaders who needed to have a conversation with another leader because their relationship had deteriorated to the point that it was starting to create tension that was undermining to the direction we were going. As we continue to create a culture of accountability, the leaders believe this gives them the tools to work with their staff to also hold each other accountable. Our goal is to train trainers so that we can continue to roll this out across the organization.”
Brenda K. Kuhn, RN, Ph.D, Chief Nursing Officer
Kettering Medical Center
“Kurt Southam presented Crucial Conversations training to our top 160 Healthcare Leaders. Every quarter our leaders attend a 2-day leadership development session. Of the 9 top drawer 2-day sessions, this was rated the most practical and best program. The continued learning that has been identified has been endless. The education on Crucial Conversations is adding to our ability to ensuring the best quality patient care.”
Barbara Johnson
Senior Vice President Human Resources Development
Centegra Health System
"Kurt Southam's presentation of the Crucial Conversations program and training was a great investment for our organization. All participants, including myself, thought the value to us organizationally and personally was tremendous."
David R. Page,
CEO
Fairview Health Services
“It was a wonderfully productive two days. I love the multi-sensory learning environment! You honor all learning patterns and adult learning principles. You provide auditory, visual and kinesthetic modalities for your workshop to honor the three perceptual learning patterns that people have. You also provide many opportunities to practice and repeat, as it take adults about 8 times hearing it before it sinks in. (we're idiots, basically). Thank you for the great learnings!”
Jayne Richter
Human Resources Development
Centegra Health System
"As a professor of communication and college president, I found the Crucial Conversations workshop extremely applicable to both academic and professional settings. I believe that academic department chairs, deans, and vice presidents will find that crucial conversation competence is critical to achieving the shared governance that is needed for long term success in the academy. Since our college has a health care focus, I also could see how the interpersonal and organizational skills gleaned from the workshop would lead to more effective communication interactions between health care providers and their patients/clients."
Sandra S. Harper, Ph.D.
President
Our Lady of the Lake College
Baton Rouge, Louisiana
“I truly believe Crucial Conversations will help medical students and residents in their future delivery of healthcare. Gone are the ways of a stringent hierarchy of medicine. Physicians, nurses, and other allied health professionals must work closely together in order to deliver quality healthcare. In such an environment every team member must have the authority to question every step in the delivery process. Case after case has proven that not speaking up leads to medical mistakes. Yet, in this new paradigm, every team member must be willing to listen, but more often than not, the individual questioning the process must have the skills to engage in a difficult conversation during very stressful conditions so that critical information is passed in a candid, yet respectful manner.”
Brian Barbeito
Director of Outreach and Graduate Medical Education
Our Lady of the Lake Regional Medical Center
“I thought you might like to know what has happened since I took your Crucial Confrontations training last month. In short – it has changed my life. I have been a successful businessperson for many years. However, I dreaded conflict and postponed solving problems, mainly because these interactions seemed to be so awful. The training gave me the confidence and the tools to face these situations constructively, and that’s what I have been doing! The results have been incredible. My stress levels have been reduced, my employees are much happier, and I have been successful in securing the cooperation of several people who are “difficult.” I highly recommend it to anyone who wants to be more effective both professionally and personally!”
Pamela A. Popper, Ph.D., N.D.
Founder & Executive Director, The Wellness Forum
“Our organization considers itself a “learning organization” and has participated in a number of staff development programs. I was delighted to find that Crucial Confrontations is very much an action-oriented tutorial, focused on improving outcomes. The clarity of delivery combined with the resources for ongoing review of the material is definitely a recipe for success under the area of my leadership, since so many of our operations are geographically dispersed. This is a new tool for us as we strive to improve the “difficult to approach” areas of our business.”
Linda S. Earhart
Regional Vice President
Renal Care Group
“In my life there have been a couple of people that have had “life changing” effects on me. One of those is my father and another one is Kurt Southam. I was honored to work with Kurt for several years while administrating Nursing Homes for Zandex Health Care Corporation. One particular Nursing Home had numerous problems. With Kurt’s leadership ability and problem solving skills, he was able, through me, to develop a top-notch team. He was and is a mentor, teacher and trusted friend. He has helped me to be a better person, professionally and personally. The things he taught me 14 years ago are things that I use every day. I continue to pass along his teachings to peers, friends and subordinates. Even though I have not worked with Kurt for several years, I would not hesitate today to consult with him on any professional or personal matter.”
Mark Richards
Administrator
Willow Haven Nursing Home
“Someone once said there is really very little difference between people---but that little difference makes a great deal of difference. We have found “that difference” to be how we handle crucial conversations. Applying the tools of crucial conversations is simply the fundamental difference that allows every other strategy, structure, or system in our organization to function at a superior level.”
Stacy Nelson, Ed. D.
Manager of Organizational Development
Florida Hospital, Celebration Health
“Kurt, I am writing to give a brief overview of your Crucial Conversations course, from my (a CFO’s) perspective. First of all, my time is very valuable. At first, when my CEO asked me to come to your course, I thought it would probably be a “pep talk course”, that I would attend, get lots of “positive energy” from, and in the end, there would be no lasting effect on me or my job.
Wow!! Was I wrong!! My fellow attendees and I have been planning to teach our first course here at our hospital, and we are more excited than ever, about the good things that are still coming out of our attending your course. This course, for me, was an eye opening experience, in that it showed me so many ways, that I could improve communication with my co-workers, my family, and my friends. I use the things I learned in your course every day. In my opinion, this was money and time, well spent, and I look forward to doing another course with you soon!!”
Skarlett Dixon, CPA
VP Finance and Operations
Wellmont Lonesome Pine Hospital
"Over 300 members of our leadership team received the Crucial Conversations training. In a very short time, this is now the standard for managing relationships and getting to the core of what needs to be said and done. This training is all about getting better results and improving relationships. We now have the tools to get "unstuck" and move beyond what was holding us back. We are grateful for the practical approach to realizing greater improvement in what we do. Everyone can benefit from this training."
Robin L. Lloyd
Executive
Director
Ambulatory Services, University of Utah Hospitals and Clinics
“The Crucial Confrontations class has been transformational for our nursing leadership team. Leaders have had conversations with staff about patterns of behavior that impact teamwork and quality of care. The tools have been used with physicians to address concerns. We had leaders who needed to have a conversation with another leader because their relationship had deteriorated to the point that it was starting to create tension that was undermining to the direction we were going. As we continue to create a culture of accountability, the leaders believe this gives them the tools to work with their staff to also hold each other accountable. Our goal is to train trainers so that we can continue to roll this out across the organization.”
Brenda K. Kuhn
RN, Ph.D, Chief Nursing Officer
Kettering Medical Center
"I have worked with Kurt for many years and he has taught me more in a professional team leading approach than my school of nursing. He has helped me grow in my professional life as well as my personal life. Kurt adds humor to most situations and gets the information across. His dialogue is stimulating and the role playing in certain situations has helped me manage through difficult situations. Kurt is a remarkable person!"
Joni Fox R.N. B.S.N.
Licensed Nursing Home Administrator
Comments from Doctors
“I have associated with Dr. Southam in various capacities for over 20 years, during which time I have come to know him very well. He has provided executive training for our company and we continue to use him in that capacity. Dr. Southam is a highly regarded member of the community. He is known for his honesty, integrity, hard work and dependability. In my association with him he has consistently demonstrated these characteristics. I am pleased that we are able to work with Dr. Southam and can recommend him as an excellent training resource for executive level personnel. I have no reservation whatever in making this recommendation.”
Samuel J. Kiehl, M.D.
President and CEO
Physicians Professional Management Corporation
“Our leadership development program at the Mayo Clinic is focused on implementation of change and development in an atmosphere of mutual respect among all our staff. Performance management often focuses on the “hard” areas of productivity and attendance and fails to manage the effectiveness of our communication in areas of high importance, differing opinions, and high emotions. Avoiding these issues slows change and decreases performance. Following our time with the Crucial Conversations program we have seen changes. The skills are in use in subtle or obvious ways. This program is referred to regularly by the course participants as we defuse and then deal with issues that were previously avoided. I recommend the Crucial Conversations material in general and Kurt Southam in particular to any group that wants to improve the atmosphere of mutual respect and increase the efficiency and effectiveness of communication.”
Robert E. Nesse MD
CEO
Mayo Health System
“Crucial Conversations and Kurt Southam’s approach to interaction and communication is provocative and critical to master in this day and age of high stress, high stakes environments. Mr. Southam’s approach will give you the tools for more effective communication and interaction.”
Stu Berger, M.D.
Medical Director of Cardiology, Children's Hospital and Health System, Milwaukee WI
"I have recently had the great pleasure of participating in Crucial Conversations training under the superb tutelage of Kurt Southam. As a mental health professional (child & adolescent psychiatrist) and researcher, I have devoted the last 20 years to studying how to best assist parents, teachers, pediatricians, and others to apply optimal, proven techniques for helping children with mental health problems. Because communication barriers are formidable in an often stigmatized, misunderstood area such as children's mental health, helping others adopt new treatment practices has often proved challenging. And I have often bemoaned the fact that I knew of no well-worked out, disseminable training program that could be used to assist health care professionals to better engage and communicate with their patients and families to help them embrace the necessary treatment interventions for their children. Nor have I been able to identify proven, disseminable methods to enable mental health supervisors and leaders encourage their professional staff to improve their effectiveness with families. No longer! I was amazed and delighted to see the combination of research sophistication and common sense that have come together in this remarkable program. I am looking forward to using this tool and training program to in multiple settings to improve our health care delivery systems for children who are challenged by mental health problems.”
Peter S. Jensen, MD
Ruane Professor of Child Psychiatry and Director,
Center for the Advancement of Children's Mental Health
Columbia University
“The Crucial Conversations Program was recently presented to the leadership group, both physician and administrative, of our multi-specialty medical organization. The value of a work environment based on integrity and honest communication is intuitively obvious but difficult to attain. Crucial Conversations, as taught by Kurt Southam, provides practical guidelines to move an organization to that ideal environment. Highly recommended!”
J.P. Skemp M.D., Surgeon
Mayo Health System
“Dr. Kurt D Southam led the Crucial Conversations training for our internal Board of Directors with consummate skill. He is an invigorating speaker who has the intimate knowledge of the material and is able to adapt the learning experience according to his audience’s needs. He blends the material with examples from his personal experience. He created a compelling case for us to continue this work of enhancing our communication skills throughout our organization with his rendering of Crucial Conversations.”
Alan Fleischmann, MD, MMM, CPE
Vice President Medical Director
Franciscan Skemp
Mayo Health System
"Crucial Conversations" refer to situations where the stakes are high, opinions differ and emotions are strong. In my opinion, the medical profession would be well served if we were all armed with the useful skills and timeless insight taught in this course. I found the content to be well organized and professionally delivered. I highly recommend it.”
Richard Slataper, MD
Medical Director
Our Lady of the Lake Regional Medical Center
“I have recently completed both the basic Crucial Conversations training, and certification as a Crucial Conversations trainer. I am overwhelmed by the simple, profound, rich truth throughout all of Crucial Conversations training. I wish I had this training in Medical School. I can barely express my true feelings for the value and impact that it has had on my life.”
Mark M. Taylor, MD, FAAFP
Vice President of Medical Affairs
Lonesome Pine Hospital
An Affiliate of Wellmont Health System
“Most physicians and hospital personnel are usually able to be cordial and pleasant when discussing non-controversial issues. However, when it comes to addressing important issues, it can be a very different story. Too many of those same professionals avoid discussing vital issues all together or they resort to aggression to get their way. The skills I learned in the Crucial Conversations training have helped me work with physicians and hospital leadership to bring to the surface and resolve difficult issues more effectively through dialogue. These valuable interpersonal skills help one to be more forthright and respectful rather than side-stepping important matters. In our profession this can sometimes mean the difference between life and death. Kurt Southam is a master at teaching these skills to health care professionals. The skills I learned in the Crucial Conversations training have helped me address very difficult issues with my peer physicians, hospital leadership and others.This training is a must for health care professionals.”
Curtis C. Chastain, MD, FACP
President
Lake Primary Care Physicians Network
"According to the Institute for Healthcare Improvement, communication difficulties are involved in 70% of preventable errors in obstetric care. Emotions run high in preinatal units, opinions often differ, and the stakes couldn't be higher. In our work toward establishing a High Reliability Perinatal Unit in La Crosse, we have utilized the dialogue tool of Crucial Conversations, to establish the ground rules for safe communication in our unit. All of our providers and staff have undergone this training, and we are now using the tools in tandem with SBAR training to further our work at eliminating preventable harm. Working with Kurt Southam has been, well, crucial in our Crucial Conversations training; it is too important to just hand out a book and tell people to start reading. Between the content of the course, and the expert training that Kurt provided, we have made great strides in La Crosse improving communication and patient safety for our mothers and babies.”
Edward A Sandy, II, MD, MBA
Chair, Department of Obstetrics and Gynecology
Franciscan Skemp/Mayo Health System