Every Word Has Meaning
Actors help staff learn how to communicate traumatic or unsettling news
A new Comprehensive Cancer Center communications improvement program called Every Word Has Meaning is a big hit—and may some day take its “show” on the road.
This past spring, 255 Cancer Center staff watched as the U-M’s Center for Research on Learning and Teaching Players went through their routine: a 30- minute scenario in which actors play the roles of residents, nurses, schedulers and other staff as a young woman and her fiancé get the news that she has cancer.
Kathleen Singer, clinical care coordinator, Psychiatry, was stunned when she saw the presentation. “They did everything wrong,” she says. “That was the best part about it. The program was full of teachable moments.”
In fact, that is exactly what the CRLT Players do—they act out real-life, research-based scenarios rife with errors so staff can see and experience the other person’s perspective.
“This program was three years in the making,” says Michelle Riba, M.D., professor of Psychiatry, associate chair for Integrated Medicine and Psychiatric Services, and director of PsychOncology. Riba worked with oncologists across the country to learn how traumatic or unsettling news is given, what works well and what doesn’t. She and PsychOncology staff then worked with former patients, staff and the CRLT Players to “get it right.” A generous gift from the Weisbach Family supported the program.
Every Word Has Meaning is unique because staff from all job groups participate together. “One of the best parts of the program,” says Riba, “is that it takes into account staff’s feelings and emotions. It’s difficult to get bad news. It’s also difficult to give it.”
“After they saw the play, everyone wanted to know: ‘What do we do now?’” says Karen Hammelef, M.S., director, Comprehensive Cancer Center Patient & Family Support Services, and co-facilitator of the project with Grief and Loss coordinator Sue Wintermeyer-Pingel. “Fortunately, we have the tools for the next step,” Hammelef says, speaking of the communications toolkit that will go to participants. Plans are in place, as well, to measure and ensure competency. Eventually, the program will be open to the community.
Although the program was designed around Cancer Center situations, it can be tailored to any environment. For more information, contact Riba at 734-764-6875 or via e-mail.
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