At the conclusion of this activity, participants should be able to:

• Apply structured communication strategies such as Re-Anchor, Name the Gap, and Make it Concrete to navigate difficult conversations involving patient care, documentation, operational conflict, and leadership accountability;
• Analyze the assumptions, hidden constraints, and unspoken concerns that contribute to conflict in healthcare conversations, and use reflective debriefing techniques to identify where conversations become stuck; and
• Discuss how to use the HEAR framework to approach negotiation and conflict management by integrating healthcare-specific concerns, personal preparation, acknowledgement of others' realities, and reframing conflict as "us vs. the problem"