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Process Communication Model (PCM)

Predict, identify and correct disruptive behaviour
RACS CEO John Biviano and ANZCA have promoted and endorsed The Process Communication Model (PCM) as a program which has revolutionised the way teams and individuals perform and interact in some busy departments. This program has also been identified by the Board as a useful tool to enable different personality types to communicate freely, as well as optimising consultant welfare and performance.

The delivery of healthcare is becoming more complex, and the focus on patient safety is paramount.  Understanding how medical errors occur, and especially the human behaviour which contributes to these errors is the first step to reducing their incidence. PCM shows the degree to which these human behaviours are predictable, which means they can be recognised and dealt with. With PCM, participants learn the role of personality types and recognise the effects of stress and distress.  PCM encourages us to adopt some very specific tools to influence this behaviour, in a way that eliminates many of the human factors that contribute to miscommunication and medical errors.

Key Learning Outcomes
  • Observe and decode behaviour by being able to actually hear what others are saying
  • Predict and identify the onset of disruptive behaviour
  • Learn how to better influence others to achieve an outcome
  • Identify motivation and communication triggers in order to more effectively engage others
  • Detect and correct miscommunication before it creates a problem
  • Find out why conflicts have escalated
  • Respond quickly to defuse tricky situations
  • Invite others back into positive communication and behaviour

HETI Course Code – COM1452

Site Session Dates
Westmead Monday 19th March – Wednesday 21st March 

Monday 30th April – Wednesday 2nd May

Tanya Jolly, Manager Clinical & Corporate Education


Assertive Communication

  • How to say NO effectively in 8 different ways
  • How to gain cooperation with 5 questions
  • How to handle people who vent their anger on you

2018 Dates TBA

Tanya Jolly, Manager Clinical & Corporate Education


Bullying and Resilience – Wellbeing and Difficult Conversations

Site Session Dates
Westmead February 14th 2018

Further Dates TBA

Tanya Jolly, Manager Clinical & Corporate Education

Mastering Clinician Coaching & Feedback

Learning Outcomes
  • To increase your quality of feedback and coaching
  • To connect with how adults learn
  • To apply a model of teaching centred around ‘coaching’
  • To use a framework for providing structured feedback that motivates compliance
  • To create an action plan to monitor progress

2018 Dates TBA

Tanya Jolly, Manager Clinical & Corporate Education

Mastering Supervision Challenges

Learning Outcomes
  • To apply a diagnostic process to determine the cause of underperformance
  • To identify a range of effective strategies for managing underperforming trainees
  • To be confident in managing the underperforming trainee
  • To be aware of and apply preventative strategies
  • To apply the communication skills required to undertake this role

2018 Dates TBA

Tanya Jolly, Manager Clinical & Corporate Education

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