5712 Positive staff relations

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Questions and Answers

What is a key aspect of preventing destructive behaviors in a team?

Strong leadership

What is an example of relational aggression?

Gossiping

What is essential for creating a positive work culture?

Proactive positive communication

What should you do when explaining something to someone?

Check for understanding Signup and view all the answers

What is the result of destructive behaviors in a team?

Negative impact on team dynamics and well-being Signup and view all the answers

What is a key aspect of effective communication?

Practicing open communication Signup and view all the answers

What is essential for promoting diversity and inclusion?

Valuing diversity, differences, and mistakes Signup and view all the answers

What should you do when confronted with prejudice or discrimination?

Reject it Signup and view all the answers

What is essential for resolving conflicts?

Practicing open communication Signup and view all the answers

What percentage of employees believe there is a lack of cooperation and communication in their company?

39% Signup and view all the answers

What is a characteristic of a positive leader?

Being humble Signup and view all the answers

What is one of the benefits of having friendships in the workplace?

It enhances the overall atmosphere for all Signup and view all the answers

What is one way to show genuine interest in other people in the workplace?

By taking genuine interest in their personal life Signup and view all the answers

What is an important aspect of effective communication in the workplace?

Mutual respect and trust Signup and view all the answers

What percentage of employees want a more empathetic approach to workplace communication?

72% Signup and view all the answers

What is one way to promote diversity and inclusion in the workplace?

By being generous with belonging cues Signup and view all the answers

What is important for conflict resolution in the workplace?

Effective communication Signup and view all the answers

What is one characteristic of a positive leader in the workplace?

Being patient and easy to get along with Signup and view all the answers

What is an essential skill for effective listening?

Paraphrasing to check understanding Signup and view all the answers

What is a key aspect of respecting diversity in a team?

Fairness in dealing with people Signup and view all the answers

How can a leader demonstrate humility in communication?

By acknowledging their own fallibility Signup and view all the answers

What is a key principle of giving and receiving feedback?

Receiving feedback without being defensive Signup and view all the answers

What is an important aspect of effective communication in a team?

Clear communication Signup and view all the answers

What is a key aspect of resolving conflicts in a team?

Avoiding blaming and shaming Signup and view all the answers

How can a leader promote positive communication in a team?

By encouraging feedback Signup and view all the answers

What is an essential skill for effective collaboration?

Seeking input and feedback Signup and view all the answers

What is a key aspect of promoting a culture of mutual respect in a team?

Validating others' feelings and opinions Signup and view all the answers

What is a key aspect of promoting a culture of inclusivity in a team?

Respecting diversity Signup and view all the answers

What is a key aspect of Psychological Safety in a team?

Being accepted as yourself and valued for your contributions Signup and view all the answers

How can a Reframing Failure mindset benefit a team?

By learning from mistakes and growing as a team Signup and view all the answers

What is essential for Mutual Respect in a team?

Valuing diverse perspectives and ideas Signup and view all the answers

What is necessary for Clear Communication in a team?

Setting clear expectations and goals Signup and view all the answers

What is a key aspect of a Growth Mindset in a team?

Embracing challenges as opportunities for growth Signup and view all the answers

What happens when team members feel Psychologically Safe?

They are more likely to take measured risks and contribute meaningfully Signup and view all the answers

What is a consequence of lacking Mutual Respect in a team?

Decreased contributions from team members Signup and view all the answers

What is essential for effective feedback in a team?

Receiving feedback as an opportunity for growth Signup and view all the answers

What is a key aspect of helping others feel respected?

Use clear communication in conversations Signup and view all the answers

What is the purpose of reframing failure?

To promote a growth mindset and learn from mistakes Signup and view all the answers

What is a key component of creating psychological safety in a workplace?

Having a common goal or focus Signup and view all the answers

What is an important aspect of reframing failure in a workplace?

Owning up to mistakes Signup and view all the answers

What is a characteristic of a mutual respect culture?

Encourage open communication and feedback Signup and view all the answers

What is a key aspect of clear communication?

Focusing on the listener's perspective Signup and view all the answers

What is essential for promoting mutual respect in a team?

Respecting diverse perspectives Signup and view all the answers

What is a key aspect of clear communication in a workplace?

Providing constructive feedback Signup and view all the answers

What is the benefit of having a growth mindset when making mistakes?

Learning from mistakes and improving Signup and view all the answers

What is a characteristic of a growth mindset in a workplace?

Embracing challenges and learning from failures Signup and view all the answers

What is the result of reframing failure with a growth mindset?

Improved willingness to learn and improve Signup and view all the answers

What is an important aspect of promoting a culture of psychological safety?

Encouraging open communication Signup and view all the answers

What is essential for promoting mutual respect in a team?

Promoting open communication and feedback Signup and view all the answers

What is the purpose of acknowledging the challenge in reframing failure?

To recognize the opportunity for growth and improvement Signup and view all the answers

What is essential for creating a positive work culture?

Respecting diverse perspectives Signup and view all the answers

What is a key aspect of promoting inclusivity in a workplace?

Valuing unique skills and talents Signup and view all the answers

What is a characteristic of a team with Psychological Safety?

Members feel included and accepted as themselves. Signup and view all the answers

What is the benefit of Reframing Failure with a Growth Mindset?

It promotes learning and growth through feedback and ideas. Signup and view all the answers

What is essential for Mutual Respect in a team?

Members feeling included and valued. Signup and view all the answers

What is a key aspect of promoting a culture of mutual respect in a workplace?

Having a common goal or focus Signup and view all the answers

What is a key aspect of Clear Communication?

Leaders setting clear expectations and goals. Signup and view all the answers

What is a characteristic of a Growth Mindset?

Embracing challenges and learning opportunities. Signup and view all the answers

What is the purpose of reframing failure?

To learn from mistakes and improve Signup and view all the answers

What is a characteristic of a growth mindset?

Being open to learning and improvement Signup and view all the answers

What happens when team members feel Psychologically Safe?

They feel included and valued as themselves. Signup and view all the answers

What is the purpose of Reframing Failure?

To promote learning and growth through feedback and ideas. Signup and view all the answers

What is essential for promoting psychological safety in a team?

Creating a culture of mutual respect Signup and view all the answers

What is essential for promoting a culture of Psychological Safety?

Members feeling included and valued as themselves. Signup and view all the answers

What is an important aspect of clear communication?

Using clear and respectful language Signup and view all the answers

What is a consequence of lacking mutual respect in a team?

Decreased productivity Signup and view all the answers

What is a key aspect of reframing failure with a growth mindset?

Acknowledging the challenge and learning from it Signup and view all the answers

What is essential for effective feedback in a team?

Creating a culture of mutual respect Signup and view all the answers

What is a key aspect of creating psychological safety in a workplace?

Providing constructive feedback for improvement Signup and view all the answers

What is the benefit of reframing failure with a growth mindset?

It helps to learn from mistakes and improve Signup and view all the answers

What is essential for promoting mutual respect in a team?

Actively encouraging questions and feedback Signup and view all the answers

What is a key aspect of clear communication in a workplace?

Actively listening Signup and view all the answers

What is a characteristic of a growth mindset in a workplace?

Embracing challenges as opportunities for growth Signup and view all the answers

What happens when team members feel psychologically safe?

They feel comfortable sharing ideas and taking risks Signup and view all the answers

What is a key aspect of helping others feel respected?

Actively listening and encouraging questions Signup and view all the answers

What is a consequence of lacking mutual respect in a team?

Destructive behaviors and conflicts Signup and view all the answers

What is the first step in responding to incorrect feedback?

Seek further details Signup and view all the answers

What is the purpose of using the STAR method in giving feedback?

To explain the situation, action, and result Signup and view all the answers

What is essential for responding to feedback?

Mutual respect Signup and view all the answers

What is the benefit of using the sandwich method in giving feedback?

It provides a balanced approach to feedback Signup and view all the answers

What is the first step in giving effective feedback?

Approach the conversation with positive intent Signup and view all the answers

What is the result of using the STAR method in giving positive feedback?

All of the above Signup and view all the answers

What is essential for giving effective feedback?

Clear communication Signup and view all the answers

What is the purpose of seeking further clarification in responding to feedback?

To understand the feedback better Signup and view all the answers

What approach did the student take when transferring the cat from its carrier to the hospital cage?

Fear-free approach Signup and view all the answers

What method can be used to provide feedback for improvement?

STAR method Signup and view all the answers

What was the student tasked to do in the second scenario?

Return a lead apron to the radiology suite PPE storage cupboard Signup and view all the answers

What did the student do incorrectly when returning the lead apron?

Folded the apron instead of hanging it Signup and view all the answers

What is the importance of using the STAR method when providing feedback?

To provide constructive feedback for improvement Signup and view all the answers

What is the benefit of using a fear-free approach when handling animals?

Reduces stress and anxiety in animals Signup and view all the answers

Why is it important to provide clear instructions when tasking a student?

To avoid confusion and ensure the task is completed correctly Signup and view all the answers

What is the role of the person supervising the work placement student?

To provide guidance and feedback to the student Signup and view all the answers

What is essential for promoting a culture of mutual respect in a team?

Respect for diverse perspectives Signup and view all the answers

What is a key aspect of creating psychological safety in a workplace?

Transparency in communication Signup and view all the answers

What happens when team members feel psychologically safe?

They are more likely to take risks Signup and view all the answers

What is essential for resolving conflicts in a team?

Clear communication Signup and view all the answers

What is a key aspect of promoting a culture of inclusivity in a team?

Respecting diverse perspectives Signup and view all the answers

What is the benefit of having a growth mindset when making mistakes?

It helps to reframe failure as an opportunity for growth Signup and view all the answers

What is a characteristic of a mutual respect culture?

Respecting diverse perspectives Signup and view all the answers

What is essential for effective communication in a team?

Actively listening to others Signup and view all the answers

What is the benefit of using tentative phrases when making suggestions?

It encourages mutual respect and fosters a collaborative approach Signup and view all the answers

What is the purpose of expressing empathy when giving feedback?

To help the person understand the impact of their behavior Signup and view all the answers

Why is it important to describe the behavior rather than the person when giving feedback?

It is more effective in achieving the desired outcome Signup and view all the answers

What is the benefit of using 'we' statements when giving feedback?

It promotes a sense of mutual responsibility Signup and view all the answers

What is the purpose of asking the other person for their perception of the situation when giving feedback?

To hear their side of the story Signup and view all the answers

Why is it important to focus on the impact of the behavior rather than the person when giving feedback?

It helps the person understand the impact of their behavior Signup and view all the answers

What is the benefit of using comparatives with 'might' when giving feedback?

It helps to soften the tone of the feedback Signup and view all the answers

Why is it important to introduce the conversation clearly when giving feedback?

It sets the tone for the conversation Signup and view all the answers

What does reframing failure involve according to the 'formula'?

Acknowledging the challenge, expressing willingness to learn, and outlining actions to improve Signup and view all the answers

What is the opposite of a growth mindset?

Fixed mindset Signup and view all the answers

What is the result of having a growth mindset when making mistakes?

Learning from the mistake and improving Signup and view all the answers

What is essential for creating a positive work culture?

All of the above Signup and view all the answers

What does having a common goal or focus look like at work?

Having a clear understanding of the team's objectives Signup and view all the answers

What is the purpose of clear communication in a team?

To ensure mutual respect and understanding Signup and view all the answers

What is an example of a fixed mindset statement?

I'm just not good at restraining cats for venipuncture Signup and view all the answers

What is the benefit of reframing failure with a growth mindset?

Learning from the mistake and improving Signup and view all the answers

What is the purpose of reframing failure?

To focus on growth and learning from mistakes Signup and view all the answers

What is a key aspect of creating psychological safety in a workplace?

Encouraging open and honest communication Signup and view all the answers

What is essential for clear communication?

Being honest and transparent in all interactions Signup and view all the answers

What is a characteristic of a mutual respect culture?

Valuing diverse perspectives and opinions Signup and view all the answers

What is a benefit of having a growth mindset when making mistakes?

Focusing on growth and learning from mistakes Signup and view all the answers

What is a key aspect of promoting mutual respect in a team?

Valuing diverse perspectives and opinions Signup and view all the answers

What is the result of reframing failure with a growth mindset?

A more positive approach to learning from mistakes Signup and view all the answers

What is essential for effective collaboration?

Valuing diverse perspectives and opinions Signup and view all the answers

What is essential for creating psychological safety in a workplace?

Having a common goal or focus Signup and view all the answers

What is a key aspect of clear communication in a workplace?

Being transparent in communication Signup and view all the answers

What is a benefit of reframing failure with a growth mindset?

It helps to learn from mistakes Signup and view all the answers

What is a key aspect of mutual respect in a workplace?

Valuing diverse perspectives Signup and view all the answers

What is a characteristic of a growth mindset in a workplace?

It helps to reframe failure Signup and view all the answers

What is essential for promoting mutual respect in a team?

Valuing diverse perspectives Signup and view all the answers

What is a consequence of lacking mutual respect in a team?

It creates conflicts Signup and view all the answers

What is a key aspect of promoting a culture of psychological safety?

Having a common goal or focus Signup and view all the answers

What is a key characteristic of a team with Psychological Safety?

You are included and accepted as yourself Signup and view all the answers

What is the opposite of Reframing Failure?

Fear learning from mistakes Signup and view all the answers

What is essential for Clear Communication in a team?

Setting clear expectations and goals Signup and view all the answers

What is a key aspect of Mutual Respect in a team?

You are valued and heard as an individual Signup and view all the answers

What is a characteristic of a Growth Mindset in a team?

You believe you can learn and grow through effort Signup and view all the answers

What happens when team members feel Psychologically Safe?

They are able to learn and grow through feedback Signup and view all the answers

What is the purpose of Reframing Failure?

To learn and grow from mistakes Signup and view all the answers

What is essential for promoting Mutual Respect in a team?

Valuing and hearing each other as individuals Signup and view all the answers

What is the primary concern when transferring a cat from a carrier to a hospital cage?

The cat's safety Signup and view all the answers

What method is used to provide feedback to the student in this scenario?

STAR method Signup and view all the answers

What is the student's mistake when returning the lead apron?

They folded it instead of hanging it Signup and view all the answers

What is the nurse assistant's role in this scenario?

Supervising a work placement student Signup and view all the answers

What is the benefit of using the fear-free approach when transferring the cat?

It reduces stress for the cat Signup and view all the answers

What is the positive aspect of the student's action when transferring the cat?

They allowed the cat to voluntarily leave its carrier Signup and view all the answers

What is the purpose of the nurse assistant's feedback to the student?

To provide positive reinforcement Signup and view all the answers

What is the nurse assistant's goal in supervising the student?

To provide guidance and feedback Signup and view all the answers

What is a major barrier to open, honest communication at work?

Fear of being embarrassed Signup and view all the answers

What is the cornerstone of creating a psychologically safe workplace?

Positive Communication Signup and view all the answers

What can happen if a lead-lined apron is folded?

Radiation can pass through the apron Signup and view all the answers

What is essential for creating a positive work culture?

Positive Communication Signup and view all the answers

What is a key aspect of respecting diversity in a team?

Mutual Respect Signup and view all the answers

What is important for resolving conflicts in the workplace?

Clear Communication Signup and view all the answers

What is a key aspect of Psychological Safety in a team?

Mutual Respect Signup and view all the answers

What can lead to a damaged lead apron and an increased risk of radiation exposure?

Folding a lead-lined apron Signup and view all the answers

What is a characteristic of a team with psychological safety?

You are included as yourself and accepted as who you are Signup and view all the answers

In a team with psychological safety, what is the leader's approach?

Active engagement, support, and empowerment of team members Signup and view all the answers

What happens when you feel psychologically safe in a team?

You challenge ideas and question norms without fear Signup and view all the answers

What is the opposite of psychological safety in a team?

Fear of speaking up and contributing Signup and view all the answers

What is essential for learning and growth in a team?

Freedom to make mistakes and learn from them Signup and view all the answers

How do you feel in a team with psychological safety?

Valued and accepted for who you are Signup and view all the answers

What is a key aspect of a team with psychological safety?

Mutual respect and acceptance of team members Signup and view all the answers

What is the result of feeling psychologically safe in a team?

You feel empowered to contribute meaningfully to the team Signup and view all the answers

When suggesting a change to a document, what should you use instead of 'you need to change this document'?

It might be a better idea to change this document Signup and view all the answers

What is the purpose of expressing empathy when discussing a problem with someone?

To understand the other person's perspective Signup and view all the answers

What should you avoid when giving advice to someone?

Using 'you must' and 'you should' phrases Signup and view all the answers

Why is it important to ask the other person for their perception of the situation when discussing a problem?

To get a different perspective and understand the situation better Signup and view all the answers

What is the benefit of using tentative phrases when making suggestions?

It makes the suggestion more polite and collaborative Signup and view all the answers

What is the purpose of describing the behaviour when discussing a problem with someone?

To clarify the specific issue that needs to be addressed Signup and view all the answers

What is the result of avoiding 'you must' and 'you should' phrases when giving advice?

The other person is more likely to listen to the suggestion Signup and view all the answers

Why is it important to introduce the conversation when discussing a problem with someone?

To set the context and establish a clear goal for the conversation Signup and view all the answers

When refusing, disagreeing, or complaining, what should you do to soften the impact?

Use phrases that reduce the force of the complaint Signup and view all the answers

What is the purpose of using passive verbs when complaining?

To soften the complaint and avoid blame Signup and view all the answers

Why is it important to avoid complaining or criticizing someone in public?

It can damage relationships and lead to conflict Signup and view all the answers

What is an effective way to express disagreement or refusal?

Say 'I wish I could help you but...' or 'I'm sorry but...' Signup and view all the answers

What is the benefit of using phrases that reduce the size of the complaint?

It helps to avoid conflict Signup and view all the answers

Why is it important to use positive words when expressing a complaint?

It helps to avoid conflict Signup and view all the answers

What is the purpose of adding 'it seems' or 'there seems' to a statement?

To soften the complaint and avoid blame Signup and view all the answers

Why is it important to imply direct refusal rather than directly stating it?

It's more polite and helps to maintain mutual respect Signup and view all the answers

Study Notes

Positive Staff Relationships

39% of employees believe there is a lack of cooperation and communication in their company.
46% of employees want a more empathetic approach to workplace communication.

Benefits of Friendliness

Friendliness is contagious and enhances the overall atmosphere.
When people like you, it increases your positive influence, and people will go further to help and support you.

Actions to Develop Positive Relationships

Take genuine interest in other people.
Be generous with belonging cues (words, signals, and behaviors that convey inclusion and acceptance).
Be easy to get along with (patient, kind, generous with your time, flexible, and go-with-the-flow).
Be generous with words of encouragement.

Colleagues in a Veterinary Clinic

Veterinarians
Veterinary Nurses
Receptionists
Clinic Managers

Good Relationships with Colleagues

Mutual respect and trust
Effective communication
Collaboration
Support and encouragement
Clear communication

Destructive Behaviors

Gossiping
Clique-building
Condescending behavior
Verbal abuse
These behaviors demand proactive intervention and a commitment to fostering a positive work culture.

Prevention of Destructive Behaviors

Strong leadership
Proactive positive communication
Vigilant hiring practices
Recognize and confront – don’t be a bystander!

Practical Ways to Positive Communication

Be humble and acknowledge what you don’t know.
Value honesty and make it safe to speak up.
Practice open communication and make it safe to show vulnerability.

Skills for Positive Communication

Approachable and Accessible

Effective listening (includes empathetic body language).
Asking helpful questions.
Validating others’ efforts and opinions.
Paraphrasing to check understanding.
Asking for understanding and confirmation of the message.
Transparency and information sharing.
Following through on promises.

Humility

Self-awareness and understanding of own communication style.
Acknowledge own fallibility.
Assessing what you don’t know – let curiosity guide you and accept the need for others’ input.
Seeking guidance.
Admitting mistakes.
Accepting feedback.
Continuous learning.

Valuing Others

Personalize relationships – acknowledge the other person.
Validating others’ feelings and opinions.
Showing appreciation for others’ contributions.
Recognizing and celebrating the achievement of others.
Collaborating – seek out input, advise, and feedback.

Openness with Communication

Listening with full attention.
Maintaining positive body language.
Encouraging feedback.
Being approachable.
Being clear and specific around goals, expectations, and responsibilities.
Explaining why you made a decision.
Communicating in a timely manner.
Sharing information that people need to know openly and honestly.
Respecting diversity.
Validating others’ responses.

Inviting Input

Give and receive feedback.
Encourage and seek questions, suggestions, and opinions.
Welcome and consider all views.
Be open to honest, useful criticism.

Tolerance and Consistency

Avoid blaming and shaming – learn from mistakes and disappointments.
Fairness in dealing with people and showing tolerance for diversity and differences.
Flexibility in your approach to tasks and responsibilities.
Rolling with the punches – accepting change.
Showing tolerance for differences in workload and responsibilities between team members.
Maintaining consistency in work performance and professional behavior.
Being reliable and dependable.

Psychological Safety

In a psychologically safe environment, you are included as yourself and accepted for who you are, with mutual respect and the freedom to share thoughts and ideas.
You take measured risks, express concerns, and challenge ideas, and your contributions are valued and heard.

Lack of Psychological Safety

In a non-psychologically safe environment, you change your behavior to fit in, don't share your thoughts and ideas, and fear personal repercussions.
You don't feel seen, valued, or heard, and your leaders take a laissez-faire approach.

Reframing Failure

Have a pro-learning attitude when making mistakes, acknowledging the challenge, expressing a willingness to learn, and outlining specific actions to improve.
Reframe failure using the formula: acknowledge the challenge, express willingness to learn and improve, and outline specific actions to address the issue.

Creating Psychological Safety

Be self-aware, actively listen, and ask questions to encourage openness.
Offer support and encouragement, respect diverse perspectives, and provide constructive feedback.
Be transparent in communication, own up to mistakes, and create a culture of respect and trust.

Psychological Safety in the Workplace

Assess your workplace by asking:
- If you make mistakes, is it often held against you?
- Can you bring up problems and tough issues?
- Are people sometimes rejected for being different?
- Is your cultural perspective valued?
- Is it safe to take risks?
- Is it difficult to ask others for help?
- Do people act deliberately to undermine others?
- Are your unique skills and talents valued and utilized?

Progression

Focus on clear communication, mutual respect, and a common goal or focus to create a psychologically safe environment.
Reflect on when you interact with others in a workplace or team, and ask yourself:
- What is happening when I feel comfortable and safe?
- What do I do to help others feel comfortable and safe?
- What is happening when I feel respected?
- What do I do to help others feel respected?
- What is happening when I feel trusted?
- What do I do to help others feel trusted?
- What is happening when I feel valued?
- What do I do to help others feel valued?

Psychological Safety

In a psychologically safe environment, you are included as yourself and accepted for who you are, with mutual respect and the freedom to share thoughts and ideas.
You take measured risks, express concerns, and challenge ideas, and your contributions are valued and heard.

Lack of Psychological Safety

In a non-psychologically safe environment, you change your behavior to fit in, don't share your thoughts and ideas, and fear personal repercussions.
You don't feel seen, valued, or heard, and your leaders take a laissez-faire approach.

Reframing Failure

Have a pro-learning attitude when making mistakes, acknowledging the challenge, expressing a willingness to learn, and outlining specific actions to improve.
Reframe failure using the formula: acknowledge the challenge, express willingness to learn and improve, and outline specific actions to address the issue.

Creating Psychological Safety

Be self-aware, actively listen, and ask questions to encourage openness.
Offer support and encouragement, respect diverse perspectives, and provide constructive feedback.
Be transparent in communication, own up to mistakes, and create a culture of respect and trust.

Psychological Safety in the Workplace

Assess your workplace by asking:
- If you make mistakes, is it often held against you?
- Can you bring up problems and tough issues?
- Are people sometimes rejected for being different?
- Is your cultural perspective valued?
- Is it safe to take risks?
- Is it difficult to ask others for help?
- Do people act deliberately to undermine others?
- Are your unique skills and talents valued and utilized?

Progression

Focus on clear communication, mutual respect, and a common goal or focus to create a psychologically safe environment.
Reflect on when you interact with others in a workplace or team, and ask yourself:
- What is happening when I feel comfortable and safe?
- What do I do to help others feel comfortable and safe?
- What is happening when I feel respected?
- What do I do to help others feel respected?
- What is happening when I feel trusted?
- What do I do to help others feel trusted?
- What is happening when I feel valued?
- What do I do to help others feel valued?

How to Respond to Feedback

Take time to reflect and consider slowly, seeking further clarification if needed.
Use positive language and clear communication, respecting the other person's perspective.
Commit to improvement, focusing on a common goal.

How to Respond to Incorrect Feedback

Seek further details and express appreciation.
Provide evidence, engaging in a dialogue, and follow up with a meeting.
Consider consequences, focusing on a common goal.

How to Give Effective Feedback

Provide timely and balanced feedback, respecting the other person.
Explain areas of improvement, using the STAR method (Situation/Task, Action, Result).
Approach the conversation with positive intent, being specific and constructive.
Utilize the sandwich method of delivery, encouraging open communication and collaborating on actionable steps.

STAR Method

Situation/Task: describe the situation or task being undertaken.
Action: explain what the person said or did.
Result: explain the result of the behaviour or action.

Applying STAR Method

Scenario: a nurse assistant supervising a work placement student, giving positive feedback using the STAR method.
Constructive feedback: talk about the situation/task, action, and result, and provide alternative actions and suggestions for improvement.

How to Create Psychological Safety

Be self-aware, actively listening, and asking questions to encourage open communication.
Offer support and encouragement, respecting diverse perspectives and showing appreciation for feedback.
Provide constructive feedback, being transparent in communication and owning up to mistakes.

Psychological Safety Progression

Assess the psychological safety of your workplace, considering factors such as tolerance, respect, and openness.
Identify areas for improvement, focusing on creating a safe and respectful environment.

Reframing Failure

Acknowledge the challenge or setback, expressing a willingness to learn and improve.
Outline specific actions or strategies to address the issue, reframing failure as an opportunity for growth.

Making Suggestions

Avoid using phrases like "you must" or "you should," instead using tentative phrases like "I wonder if we should...".
Use "we" to make suggestions, and comparatives with "might" to soften the tone.
Ask questions rather than making statements, encouraging open communication and collaboration.

Psychological Safety

In a psychologically safe environment, you are included as yourself and accepted for who you are, with mutual respect and the freedom to share thoughts and ideas.
You take measured risks, express concerns, and challenge ideas, and your contributions are valued and heard.

Lack of Psychological Safety

In a non-psychologically safe environment, you change your behavior to fit in, don't share your thoughts and ideas, and fear personal repercussions.
You don't feel seen, valued, or heard, and your leaders take a laissez-faire approach.

Reframing Failure

Have a pro-learning attitude when making mistakes, acknowledging the challenge, expressing a willingness to learn, and outlining specific actions to improve.
Reframe failure using the formula: acknowledge the challenge, express willingness to learn and improve, and outline specific actions to address the issue.

Creating Psychological Safety

Be self-aware, actively listen, and ask questions to encourage openness.
Offer support and encouragement, respect diverse perspectives, and provide constructive feedback.
Be transparent in communication, own up to mistakes, and create a culture of respect and trust.

Psychological Safety in the Workplace

Assess your workplace by asking:
- If you make mistakes, is it often held against you?
- Can you bring up problems and tough issues?
- Are people sometimes rejected for being different?
- Is your cultural perspective valued?
- Is it safe to take risks?
- Is it difficult to ask others for help?
- Do people act deliberately to undermine others?
- Are your unique skills and talents valued and utilized?

Progression

Focus on clear communication, mutual respect, and a common goal or focus to create a psychologically safe environment.
Reflect on when you interact with others in a workplace or team, and ask yourself:
- What is happening when I feel comfortable and safe?
- What do I do to help others feel comfortable and safe?
- What is happening when I feel respected?
- What do I do to help others feel respected?
- What is happening when I feel trusted?
- What do I do to help others feel trusted?
- What is happening when I feel valued?
- What do I do to help others feel valued?

Constructing Feedback using the STAR Method

The STAR method is used to give feedback for improvement, consisting of four components: Situation/Task, Action, Result, and Alternative Action.
Situation/Task: describe the situation or task that was being undertaken.
Action: explain what the person said or did, and what they could have done instead.
Result: explain the result of the behavior or action, and suggest an alternative result.
Alternative Action: discuss what the person could have done differently.

Positive Communication

Positive communication is based on respect, trust, and collaboration.
Characteristics of positive communication include mutual respect, clear communication, and a common goal or focus.
Barriers to positive communication include fear of being embarrassed, punished, or humiliated, and the culture of silence.

Psychological Safety in the Workplace

Psychological safety is the feeling of being included, accepted, and valued in a workplace.
Characteristics of psychological safety include feeling free to share thoughts and ideas, taking measured risks, and expressing concerns without fear of repercussions.
This is NOT Psychological Safety: changing behavior to fit in, not sharing thoughts or ideas, and feeling inadequate.

Making Suggestions or Giving Advice

Avoid using "you must" or "you should" statements.
Use tentative phrases, such as "I wonder if...", "How about...", or "Would there be any advantage in...".
Use "we" statements, such as "I wonder if we should...".
Use comparatives with "might", such as "It might be a better idea to...".
Use a question rather than a statement, such as "Could we look at this again tomorrow?".

How to Say Anything to Anyone

Introduce the conversation and express empathy.
Describe the behavior, stating the impact of the behavior.
Ask the other person for their perception of the situation.
Make a suggestion or request, and build an agreement on next steps.
Say "Thank You" to show appreciation.

How to Refuse, Disagree, or Complain

Imply direct refusal rather than directly stating it.
Soften disagreement to reduce the force, using phrases such as "I can see what you mean but...".
Avoid complaining or criticizing someone in public.
Use words that reduce the size of the complaint, such as "I have a little bit of concern about...".
Use passive rather than active verbs to soften the complaint.

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