HRO Tool of the Month Recap

July 29, 2021  //  FOUND IN: Updates & Resources


At Michigan Medicine, we are committed to a culture of safety and reliability. Over the past several months, we have promoted an array of different skills and tools as a reminder to hold ourselves to the highest standards of reliability. The goal is to use these tools in our everyday work, helping to make us a high-reliability organization. 

Below is a recap of the skills and tools we have collectively utilized. In the coming months, we will share more on other HRO skills so stay tuned!

Universal Relationship Skills- We are “Better Together.” 

When we use simple communication practices to show respect and create familiarity among team members, we strengthen our culture of teamwork.

  • Smile and greet others, even if it’s a simple, “Hello”.
  • Introduce yourself and others by using their preferred names and explaining roles.
  • Listen with empathy and an intent to understand
  • Communicate the good intentions of your actions
  • Provide the opportunity for others to ask questions

When we use simple communication practices, verbal or non-verbal, we strengthen our culture of teamwork. During the covid pandemic, it has been especially important to lean on teamwork and empathy.

To learn more about Universal Relationship Skills, please visit the links below. 

Refresh: HRO Universal Relationship Skills Overview

Refresh: HRO Relationship Skills

SBAR- Situation, Background, Assessment, Recommendation

SBAR has had a positive impact on communication and increased understanding in a variety of situations. It is a way to structure your thoughts for clarity and understanding.

Situation: What is the immediate problem? The headline.

Background: What is the relevant history related to the situation?

Assessment: What is your review of the situation and your perception of the urgency of the action needed?

Recommendation: What is your request or recommendation?

For more information on SBAR, click here

ARCC- Ask, Request, Concern, Chain of Command

ARCC is a very important piece of creating and maintaining a culture of safety. An explanation of ARCC is as follows:

Start by Asking a simple question. If the question doesn’t draw their attention to the problem, then Request a change, quickly explain why, and hand the dialogue back to them by adding “what do you think?” If the request doesn’t change their thinking, use the safe word “Concern” using the phrase “I am concerned that…” Even then, you still have Chain of Command. Use your Chain of Command to check your thinking and help you advocate for safety. 

To learn more about ARCC, click here.

Validate and Verify

This can be found under the reliability skill, “Questioning Attitude”. Questioning attitude is what ensures our choices are best for the given situation. It is both asking questions and questioning the answers. If things don’t make sense, stop and ask yourself or others a question. (Validate, and then verify the information).

For more information on Validate and Verify, click here. 

To access the Leadership Skill of the Month, please visit the Path Forward website.