In this conversation, Anne and Michael Neece discuss the intricacies of handling difficult conversations, particularly in leadership and quality management contexts. They emphasize the importance of approaching these conversations with kindness, creating a safe environment, and being mindful of timing. Various feedback mechanisms are explored, including the sandwich principle and alternative methods that encourage self-reflection. The discussion also highlights the significance of self-forgiveness and maintaining a focus on the ultimate goal of quality assurance in patient care.
