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Cleveland Clinic Learning Academy
Winter/Spring 2015 Catalog
World-Class Learning for World-Class Patient Care
November 24, 2014
Dear Caregivers,
Welcome to the Cleveland Clinic Learning Academy (CCLA) catalog. To best serve you, we are publishing
one integrated catalog for Cleveland Clinic Academy, the Office of Learning and Performance
Development, and Nurse Leadership Education to offer a broad spectrum of professional development
opportunities to provide world class learning for world class patient care.
CCLA’s dynamic classes are designed to enhance the professional experiences and technical expertise of
caregivers from a variety of backgrounds. Whether you take a single, introductory course or commit to a
full series, your participation will provide a stimulating experience and an opportunity to network with
colleagues from across the Enterprise.
This catalog is organized around seven leadership competencies that span across five leadership levels.
This structure will help you select the best course to suit your needs. It also includes specialty coursework
series in Diversity, Inclusion & Cultural Competence, Healthcare Communication, and Quality & Patient
Safety/Continuous Improvement. In future catalogs look for expanded course offerings as well as online
and hybrid course formats.
Thank you for taking advantage of these learning opportunities and for your continued commitment to
making the Cleveland Clinic a world leader in the delivery of patient care.
Sincerely,
Terri L. Christensen, PhD, MS
CC Learning Academy
Joan Kavanagh, MSN,RN,NEA-BC
Associate Chief Nursing Officer
Office of Clinical Education & Professional Development
Suzanne Rogachuk
Senior Director
Human Resources
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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TABLE OF CONTENTS
TOPICS
PAGE
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Competency Based Learning
4
CCLA Competency Grid
5
Courses by Leadership Level
6
Specialty Course Series
Diversity, Inclusion and Cultural Competence
Healthcare Communication
Patient Experience
Nurse Leadership
Quality & Patient Safety/Continuous Improvement
9
Registration Instructions
11
Course Descriptions – Alphabetical Listing
13
Course & Competency Matrix
50
Appendices
Guide to Course work aligning with OLPD Leadership Tracks
Onboarding
Additional Learning Resources
QuickBursts
eBursts
Assigning the Right Patient Status online courses
CC Learning Academy Contact Information
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Competency Based Learning
Cleveland Clinic Learning Academy’s learner-centric model is comprised of the following elements--competencies and
capabilities, assessments and reflective feedback, and individual development planning and tracking. In collaboration
with current leaders, CCLA has established a foundational enterprise competency model which drives the central
curricular model. The seven overarching competency areas are:
Business and Change Management – understanding and utilizing industry data to accurately diagnose business
strengths and weaknesses; effectively managing changing environments, including business challenges,
technologies, etc.
Communication Effectiveness and Influence demonstrating an understanding and effective adaptation to varying
interpersonal styles; using appropriate interpersonal styles and methods to influence and build effective
relationships with business partners (peers, functional partners, external vendors), expressing thoughts,
feelings, and ideas in a clear, succinct, and compelling manner in both individual and group situations;
adjusting language to capture the attention of the audience; using appropriate interpersonal styles and
techniques to gain acceptance of ideas or plans.
Emotional Intelligence – demonstrating an awareness of own strengths and development needs as well as the
impact of own behavior on others.
Finance – understanding and utilizing economic and financial data to accurately budget and forecast.
Professionalism – conveying an image that is consistent with the organization’s values; demonstrating the
qualities, traits, and demeanor that earn respect; demonstrating a positive attitude in the face of difficult or
challenging situations; providing an uplifting (albeit realistic) outlook on what the future holds and the
opportunities it may present; demonstrating the physical and mental stamina necessary to meet the challenges
of organizational demands; effectively controlling one’s role by planning time on priority goals, requirements,
and areas of opportunity.
Strategic Thinking/Planning – establishing and committing to a long-range course of action to accomplish a
long-range goal or vision after analyzing factual information and assumptions; passionately selling an
organizational strategy; creating a clear view of the future state by helping others to understand and feel how
things will be different when the future vision is achieved; identifying key issues and developing strategies and
plans.
Talent Development – using appropriate methods and interpersonal style to develop, motivate, and guide effort
toward successful outcomes and attainment of business objectives by leveraging strengths.
The Cleveland Clinic Learning Academy strives to empower all caregivers with the ability to demonstrate leadership.
Depending on your organizational role, leadership could range from exhibiting self-initiative in your daily work to leading
an enterprise-wide transformation. Cognizant of the scarcity of time, we have organized CCLA’s courses into five
leadership levels to help you select coursework whose application has the greatest pertinence to your role and to provide
an appropriate intellectual challenge without being overwhelming or irrelevant.
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The CCLA Competency Grid below provides a high-level view of how each competency is developed as a continuum
across the five leadership levels. Note that caregivers are welcome to attend courses with a target audience at an
earlier level to renew or reinforce competencies and skills.
CCLA Competency Grid
Competency
Area
Business &
Change
Management
Communication
Effectiveness &
Influence
Emotional
Intelligence
Finance
Professionalism
Strategic Thinking
& Planning
Talent
Development
Leading Self
Leading Others
Leading
Managers
Leading
Functions
Leading the
Enterprise
All caregivers
Unit Head, Section
Head, PM, ANM,
Nurse Manager,
Manager,
Coordinator,
Supervisor, Team
Lead
Dept. Chair, Nurse
Director, Asst.
Director, Senior
Manager, Dept.
Admin.
Hospital President,
Senior Director,
Executive Director,
Institute
Administrator
Institute Chair,
Chief, VP, President
Understand own
role & adapt to
change
appropriately
Assess,
communicate &
manage projects &
initiatives
Lead & drive
projects & initiatives
Sponsor projects &
initiatives &
anticipate future
needs
Set & charge
organizational
priorities
Communicate
clearly, respectfully
& appropriately for
target audience
Initiate difficult
conversations &
provide constructive
feedback
Facilitate flow of
communication
from bottom-up &
top-down
Develop network &
build alliances both
internally &
externally
Inspire the
organization
through spoken &
written
communication
Develop self- &
social-awareness
Empathize with
others
Lead with EI &
develop EI in others
Guide emotional
tone of functional
area
Demonstrate
resonant leadership
through hopeful
messaging
Recognize personal
contributions to
financial health of
organization
Influence & explain
finances aligned
with needs of
organization
Communicate &
direct financial
planning
Evaluate impact of
internal & external
factors on financial
health
Forecast,
communicate &
create
accountability for
expected financial
outcomes
Exhibit behavior
consistent with
mission, vision,
values
Recognize
contributions of
others & hold them
accountable
Exercise position &
authority in an
ethical manner
Create an
environment that
supports interprofessionalism
Embody the pillars
of professionalism
Evaluate situations
& offer possible
recommendations
Seek information &
align team to
strategic
imperatives
Balance long-term
strategic goals with
short-term priorities
Develop
competitive
strategies &
promote a culture
of innovation
Envision future
sustainability &
growth of
organization
Identify &
communicate
career goals
Build & sustain a
collaborative team
environment
Commit to
mentoring &
developing others
Identify & develop
high-potential
leaders for key
positions
Promote enterprise
talent strategy &
actively develop top
talent
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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CCLA Winter/Spring 2015 Courses by Leader Level
Note: leaders are welcome to attend courses identified for an earlier level.
Leading Self
PAGE
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Advisory Board National Meeting Series
13
Clinical Ethics: Core Concepts, Methods, and Cases
17
Communicating and Listening
20
Project Management: Introduction
35
Shared Medical Appointments 1.0 - The SMA basics (the why and how to)
41
Staff Mentorship Orientation – for Professional Staff (MD’s, DO’s, PhD’s)
44
Successful Public Speaking
46
Tackling Life’s Challenges: Building Resiliency
46
Working Through Conflict
48
Also see specialty coursework
Leading Others
9
PAGE
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A Leader’s Guide to Productivity Reports
13
Best People…Best Fit Identifying & Selecting Talent
15
Budgets & More
16
Clash of the Generations: Managing and Motivating Diverse Age Groups
17
Coaching for an Outstanding Performance: Sustaining a Desired CC Experience
19
Coach to Great Purpose
18
Communicating with Influence and Impact
21
continued
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CCLA Winter/Spring 2015 Courses by Leader Level (continued)
Note: leaders are welcome to attend courses identified for an earlier level.
Leading Others (continued)
PAGE
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Communication and Conflict Strategies for Leaders
21
Designing Revenue Cycle Management around the Patient
23
Healthcare Business Acumen: U.S. Hospital Simulation
27
Human Resources Fundamentals for Managers
27
Leading and Inspiring High Performance Teams
30
Maximize Your Day: Time Management for Leaders
31
New Leader Orientation
32
Overview of Cleveland Clinic Debt and Investment Portfolios
33
Presentation Zen – Simple Ideas on Presentation Design & Delivery
34
Project Management in a Culture of improvement
34
Shared Medical Appointments 2.0 - Facilitators and SMAs (tools and tips)
42
Situational Leadership (How to Delegate to Develop)
42
So Now You’re a Leader: First Steps in Your New Role
43
Strong Start: Making the Transition to Leadership
45
Successful Leadership Conversations
45
Understanding Financial Reporting
48
Also see specialty coursework
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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CCLA Winter/Spring 2015 Courses by Leader Level (continued)
Note: leaders are welcome to attend courses identified for an earlier level.
Leading Managers
PAGE
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Conflict & Dialogue: Are Both Possible?
22
Cultivating Networks and Partnerships
22
Developing Healthcare Talent
24
Developing Your Leadership Presence
24
Emotional Intelligence (EQ) and Your Leadership Effectiveness
25
Leading Change
31
New Leader Orientation
32
Translating Strategy into Results
47
Also see specialty coursework
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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CCLA Specialized Courses
In addition to the above courses, the Cleveland Clinic Learning Academy is pleased to offer a series of deep-dives
investigating specialty topics of interest. These courses may be taken singularly to provide an introduction or completed
as a series for the deepest immersion. Note: leaders are welcome to attend courses identified for an earlier level.
DIVERSITY, INCLUSION AND CULTURAL COMPETENCE
PAGE
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Foundation for Diversity, Inclusion and Cultural Competence (Leading Self)
25
Bringing Your Whole Self to Work (Leading Self)
16
Cultural Differences at End of Life (Leading Self)
23
Examining Cultural Characteristics for Healthcare (Leading Self)
25
Inclusive Leadership (Leading Others)
28
HEALTHCARE COMMUNICATION
PAGE
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R.E.D.E. to Communicate℠: Foundations of Healthcare Communication (Clinical
Caregivers)
39
REDE to Communicate℠: Code Status (Clinical Caregivers)
37
R.E.D.E. to Communicate℠: Delivering Bad New (Clinical Caregivers)
37
R.E.D.E. to Communicate℠: Difficult Patient Encounters (Clinical Caregivers)
38
R.E.D.E. to Communicate℠: Helping Patients Change: An Introduction to
Motivational Interviewing (Clinical Caregivers)
39
REDE to Communicate℠: Family Meetings (Clinical Caregivers)
38
PATIENT EXPERIENCE – Communicate with H.E.A.R.T.®
PAGE
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S.T.A.R.T. with Heart® (Leading Self)
41
Respond with H.E.A.R.T.® (Leading Self)
40
Answer with H.E.A.R.T.SM (Leading Self)
14
Coach with H.E.A.R.T.® (Leading Self)
19
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CCLA Specialized Courses (continued)
Note: leaders are welcome to attend courses identified for an earlier level.
NURSING LEADERSHIP
PAGE
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Lead the Super Charge (Assistant Clinical Nurse Managers, Charge Nurses &
Nursing Operations Managers)
29
Nurse Manager Orientation (Nurse Managers)
33
QUALITY & PATIENT SAFETY/CONTINUOUS IMPROVEMENT
PAGE
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Fundamentals of Quality & Continuous Improvement (Leading Self)
26
Clinical Risk Management and Patient Safety (Leading Self)
17
Infection Prevention (Leading Self)
29
Quality Improvement Practicum (Leading Self)
36
Quality as Value in Healthcare: What do current changes mean? (Leading Self)
36
SolVE Series
43
Except where noted the live courses in this catalog have the following accreditation:
These activities have been approved for AMA PRA Category 1 Credits TM
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits TM
ACHE Qualified Education credit
Cleveland Clinic Learning Academy is authorized to award (XX) hours of pre-approved ACHE Qualified Education credit
(non-ACHE) for these courses toward advancement, or recertification in the American College of Healthcare Executives.
Participants wishing to have the continuing education hours applied toward ACHE Qualified Education credit should
indicate their attendance when submitting application to the American College of Healthcare Executives for advancement or
recertification.
For additional learning and development resources visit
Cleveland Clinic Learning Academy website
http://portals.clevelandclinic.org/ccla
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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CCLA Course Registration
Registration for CCLA courses is through one of two systems:
1. Center for Online Medical Education and Training (COMET)
2. Cleveland Clinic Learning Center (CCLC).
A link to the appropriate system is provided following each course description. Detailed instructions for each system follow.
CCLC Registration Instructions
1.
Log on to the CCLC website at: http://learn.ccf.org.
2.
At the welcome page, click Log On.
3.
Enter your Username and Password. Username
is your Employee ID number and Password is the
last four (4) digits of your Social Security number
(SSN). Click Log On.
4.
You can find a course by:

Using the Search field located in the upper
left panel of the page
OR
5.
Using the Catalog located below the To Do section
6.
Register for a Class




Search or browse the Catalog to locate the
course you want to register for
Click on the course title and then click
Register
Scroll the list of available class dates and
select one
Click Submit to complete the registration
process
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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COMET Registration Instructions
1.
Log on to the COMET website at: http://intranet.cchs.net/onlinelearning/
2.
At welcome page, click COMET Login in upper right corner
3.
Enter your Username and Password. Username is your Employee ID number and Password is the last four (4) digits of your
Social Security number (SSN). Click Log On. If using link with the course, skip step 4 and simply search for your course.
4.
Click on Catalog tab near top of screen

Click on Classroom tab

Search in CC Learning Academy for full
alphabetized listing of course or

Enter course name in Search By Courses A-Z
5.
Click Enroll

Class information page opens, click on Save
at bottom of page

You’ll receive a confirmation email

An Outlook invitation will be sent within 48
hours
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
A Leader’s Guide to Productivity Reports - QCB 890
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
This course will provide the participant with a clearer understanding of the productivity system and its use as a tool to control the
utilization of labor resources. You will develop the skills needed to be able to clearly read and understand productivity reports, and
enhance your understanding of basic methodology for productivity standards. By applying what you learn in this class back on the
job, you will be able to create actions that will help you to manage your labor resources more effectively.
Objectives - At the end of this course, the participant will be able to:

Discuss how our productivity system is used to control the utilization of labor resources;

Define the components of the productivity equation; and

Interpret a productivity report.
Faculty: Elaine Eichman, MBA, MT(ASCP)
Date: Thursday, March 12, 2015
Time: 9:00 AM – 12:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302B, CLASSROOM 6
Date: Thursday, June 18, 2015
Time: 9:00 AM – 12:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Advisory Board National Meeting Series
Target Audience – Leading Self: all caregivers
CC Learning Academy has teamed with The Advisory Board Company to offer its Healthcare Advisory Board National Meeting series
to Cleveland Clinic caregivers. Each of the four sessions will be offered over the first quarter of 2015. The Advisory Board is a
global research, technology, and consulting firm. They are a performance improvement partner for 180,000 leaders in 4,500+
organizations across health care and higher education.
State of the Union—the Emerging Era of Choice
Restructuring Health System Strategy for the Retail Revolution
• Choice at the point of coverage: How consumerism will impact insurance premiums
• High deductibles, narrow networks: How will at-risk consumers shop for health care services?
• Cross-currents of reform: Will individual accountability or population health prove more adept at curbing total cost growth?
• Declining volume, declining margins: Is acute care becoming a commodity?
• The race for scale: Do we really need to be a $10 billion megasystem?
Date: Wednesday, January 28, 2015
Time: 8:00 AM – 11:00 AM
Main Campus, Lerner Building, 5th Floor Amphitheater, Room NA5-08
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Advisory Board National Meeting Series (continued)
Blueprint for Growth 2020
Executing Adaptive Strategies for Growth in the Core and Beyond
• Competing on cost: Getting chosen for high-value provider networks and staying competitive in price-sensitive services
• The new product portfolio: What services will patients and purchasers demand in the future?
• Narrow networks, broader access: Balancing patient convenience with limited choice in site of care
• The new investment blueprint: The infrastructure needed to streamline costs and expand access to care
• Competing on quality: New technologies and strategies for communicating high quality and a superb patient experience
Date: Wednesday, February 25, 2015
Time: 8:00 AM – 11:00 AM
Main Campus, Lerner Building, 5th Floor Amphitheater, Room NA5-08
The Care Transformation Business Model
14 Tactics to Aggregate Lives and Operate the High-Performing Care Network
• Growth, quality, and profitability: Setting targets and measuring returns on care management
• The contracting essentials: The elements that every population health contract needs to have
• The truly “no regrets” investments: How to stage the care management implementation timeline
• Getting the most from low-cost access points: Retail, urgent, and virtual care
• A lean operating enterprise: Low-cost staffing and technology strategies for the advanced medical home
Date: Wednesday, March 25, 2015
Time: 8:00 AM – 11:00 AM
Location: Main Campus, Lerner Building, 5th Floor Amphitheater, Room NA5-08
The Shared Accountability Care Model
Keeping Patients Activated, In-Network, and Brand Loyal
• Convenience, cost, and quality of life: Selling population health to individual patients
• Carrots and sticks: New incentives to keep patients in your care network
• Activating risky patients before an adverse event: How to motivate patients to use the resources in the system
• The informed-patient revolution: Improving patient-driven clinical decision making
• Smartphones and tablets: The future of remote monitoring, telemedicine, and home care
Date: Wednesday, April 29, 2015
Time: 1:00 PM—4:00 PM
Location: Main Campus, Lerner Building, 5th Floor Amphitheater, Room NA5-08
Register via COMET (instructions page 12)
This course is pre-approved for ACHE Qualified Education credit.
Answer with H.E.A.R.T.SM - CUS 212 (Patient Experience)
Target Audience – Leading Self: all caregivers
Answer with H.E.A.R.T.SM is an interactive 2 hour training session with a focus on telephone etiquette. Caregivers are provided a
toolkit of resources regarding pace, tone, nonverbal behavior, emotional intelligence, and other crucial factors for deescalating
challenging calls and delivering exceptional service on the phone.
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Course Descriptions
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Answer with H.E.A.R.T.SM - CUS 212 (continued)
Objectives - At the end of this course, the participant will be able to:

Identify and practice communication and voice skills over the phone;

Discuss the importance of active listening;

Define and practice emotional intelligence; and

Review and practice the Expected Service Behaviors and Service Recovery model.
Faculty: Kevin Esterburg, Jonathan Francis, MSM, & Kathleen Robbins, MBA
Date: Wednesday, January 14, 2015
Time: 9:00 AM – 11:00 AM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-03/04
Date: Friday, March 13, 2015
Time: 9:00 AM – 11:00 AM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-04
Date: Thursday, May 21, 2015
Time: 8:30 AM – 10:30 AM
Location: Main Campus, Lerner Building, 1st Floor, Room NA1-140
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Best People…Best Fit: Identifying & Selecting Talent - MSS 942
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
This course will prepare you to identify the best candidate to meet your talent management needs using behavioral based
interviewing. It focuses on the art of interviewing using behavioral and peer interviewing techniques, and will discuss the legal
restrictions during the hiring and selection process. It aims to gain insight into how candidates relate to the work they will do, to the
people they will serve, to the people with whom they will work, and to the hiring manager. The course relies on developing powerful
open-ended questions and deep listening skills.
Objectives - At the end of this course, the participant will be able to:

Identify and explain the STAR model;

Define the legal regulations and restrictions associated with hiring and selection;

List the common mistakes untrained interviewers commit and discover ways to avoid them;

Use probing techniques designed to uncover behavioral characteristics of applicants;

Utilize data collected from interviews to produce meaningful interview reports to help in the decision-making process;

Practice behavioral based interviewing methods; and

Review the recruitment process from start to finish.
Faculty: Katie Cwalinski, CSSR &Theresa Maier
Date: Tuesday, March 24, 2015
Time: 8:30 AM – 12:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
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Bringing Your Whole Self to Work (Diversity, Inclusion & Cultural Competence)
Target Audience – Leading Self - all caregivers
Each of us possess several internal, external dimensions and characteristics that we don’t “leave at the door” when arriving at our
workplace. These and several other characteristics comprise who we are – the whole person. This session will examine how to create
an inclusive workplace by addressing four specific dimensions included in our “Whole-Self” and increase our cultural competence by
applying newly acquired knowledge to resolve actual workplace case scenarios.
Objectives - At the end of this course, the participant will be able to:

Review definitions and concepts of "The Whole-Self" to raise awareness and increase cultural sensitivity;

Examine specific Internal/External Dimensions i.e. Religion/Spirituality; Gender; Sexual Orientation in the workplace; and

Increase cultural competency by applying concepts and quality decision making to resolve actual workplace case scenarios.
Faculty: Donna M. Skurzak, MA
Date: Thursday, June 11, 2015
Time: 8:30 AM – 10:30 AM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-24
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Budgets & More
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
How do you manage your budget at Cleveland Clinic? It’s an important process that we all engage in and yet, few fully understand.
Come learn from those who live the budgeting and performance management process every day.
Objectives - At the end of this course, the participant will be able to:

Discuss the Clinic’s operating and capital budget process, roles and responsibilities, and critical timelines;

Participate in a budgeting activity that will develop your skills;

Define performance management and summarize its importance to the budget; and

Examine the performance management and budget tools and illustrate how they are used.
Faculty: Adam Fiest, Anthony Helton, MBA, Iris Kristensen, MBA, Patrick Surdy, & Jeff Young, MBA
Date: Monday, April 20, 2015
Time: 1:00 PM – 5:00 PM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-24/25
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
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Course Descriptions
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Clash of the Generations: Managing and Motivating Diverse Age Groups - MSS 910
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Today’s generationally-diverse workforce brings a variety of skills, knowledge and experience to the organization. Finding ways to
connect effectively with various generations can be challenging with both co-workers and patients. This course will help you learn
techniques that foster respectful communication and positive interaction with all four age groups.
Objectives - At the end of this course, the participant will be able to:

Identify characteristics of the various generations in the workplace;

Recognize issues and situations that may be influenced by generational differences; and

Apply practical tips for you and your team to interact successfully in a multigenerational workplace.
Faculty: Elisabeth Klar, PhD, CPLP
Date: Thursday, April 30, 2015
Time: 8:00 AM – 12:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Date: Wednesday, June 17, 2015
Time: 8:00 AM – 12:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302B, CLASSROOM 6
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Clinical Ethics: Core Concepts, Methods, and Cases
Target Audience – Leading Self: all caregivers
This course will focus on the clinical application of core bioethical principles and methods for “thinking and acting ethically” in clinical
settings. Methods will include principalism, consequentialism, casuistry, and virtue ethics. The course will include a review of the
historical forces and factors that contributed to the emergence of ethics committees and ethics consultation in the United States.
Distinctions and dilemmas related to end-of-life decisions will receive special attention. Case studies will be used to illustrate ethical
principles, methods, issues and dilemmas. Small group deliberations by participants about cases will help to demonstrate a
multidisciplinary team approach to ethics consultation.
Objectives - At the end of this course, the participant will be able to:

Summarize major events during the past 50 years contributing to modern bioethics;

Explain core clinical ethics principles and concepts relevant to patient care (e.g., patient autonomy, respect for persons, best
interests, informed consent, confidentiality, decision-making capacity, substituted judgment, justice);

Describe basic concepts and distinctions related to end-of-life decision-making (e.g., withholding/withdrawing treatment,
principle of double effect, assisted suicide and euthanasia, brain death, PVS, terminal illness, medical futility); and

Discuss the evolving purposes, functions, goals and objectives of ethics committees and ethics consultation, including the
Cleveland Clinic model.
Faculty: Margot Eves, JD, MA, Anne Flamm, JD & Martin Smith, STD
Date: Thursday, April 23, 2015
Time: 8:00 AM – 4:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Date: Wednesday, November 12, 2015
Time: 8:00 AM – 4:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Clinical Ethics: Core Concepts, Methods, and Cases (continued)
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Clinical Risk Management & Patient Safety (Quality & Patient Safety/Continuous Improvement)
Target Audience – Leading Self: all caregivers
Clinical Risk Management focuses on risk management theory (proactive and reactive) and the tools used to manage events of all
severity levels. Patient safety science proactively focuses on the examination of systems which place clinicians and patients in
situations where adverse outcomes can occur.
To understand the path leading to a serious harm event, it is necessary to understand Root Cause Analysis, a tool for identifying the
‘root’ or reason why the event occurred. Another tool, Human Factors, focuses on the systems in which clinicians work that impact
patient outcomes. Together, Root Cause Analysis and Human Factors uncover the reasons why serious harm events occur and
provide insight into permanent solutions.
Please note: This is one of a series of 5 courses in the Quality & Patient Safety/Continuous Improvement Track designed for an
enterprise-wide, multidisciplinary audience.
Objectives - At the end of this course, the participant will be able to:

Define ‘event’, explain the importance of reporting events in the Safety Event Reporting System (SERS), and describe the
types of information that can be trended from such reports;

Discuss the rationale for conducting a Root Cause Analysis and disclosing a verified medical error; and

Identify human factors in healthcare and how they impact patient outcomes and caregiver workflow.
Faculty: Brian Parker, MD & Aaron Hamilton, MD, MBA
Date: Monday, February 23, 2015
Time: 1:00 PM – 4:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Coach to Great Purpose - MSS 252
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Leaders are frequently presented opportunities to coach staff members on their career development, performance and managing
change. This skill-building course incorporates a model for coaching and exercises to strengthen core-coaching skills.
Objectives - At the end of this course, the participant will be able to:

Recognize when to coach your employees;

Apply a coaching approach to employee interactions;

Identify coaching strengths and opportunities through assessments and feedback;

Demonstrate ability to coach through skill practice; and

Design and commit to an action plan to practice coaching skills.
Faculty: Carrie Hill, MA, SPHR, CPLP & Phil Kraynik, MBA
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Coach to Great Purpose - MSS 252 (continued)
Date: Thursday, February 12, 2015
Time: 8:30 AM – 4:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Date: Thursday, March 12, 2015
Time: 8:30 AM – 4:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Date: Thursday, April 9, 2015
Time: 8:30 AM – 4:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Date: Thursday, June 11, 2015
Time: 8:30 AM – 4:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Coach with H.E.A.R.T.SM - CUS 197 (Patient Experience)
Target Audience – Leading Self: all caregivers
A H.E.A.R.T. ® Coach is a caregiver who consistently uses the Communicate with H.E.A.R.T.SM model, feels passionate about
sustaining a strong service culture, and participates in mystery shopping for the expected service behaviors. Interested caregivers must
complete a brief application:
http://portals.ccf.org/occ/PatientExperience/CommunicatewithHEART/CoachwithHEART/tabid/13118/Default.aspx
Objectives - At the end of this course, the participant will be able to:

Define their role in service excellence;

Identify and act on service coaching opportunities;

Identify and act on opportunities for service based recognition;

Conduct mystery shopping for service behaviors throughout our organization; and

Discuss and review the Coach with H.E.A.R.T.SM toolkit.
Faculty: Kevin Esterburg, Jonathan Francis, MSM, & Kathleen Robbins, MBA
Date: Thursday, February 5, 2015
Time: 9:00 AM – 11:00 AM
Location: Main Campus, Stanley Shalom Zielony Plaza, Sim Center, Basement, Room Hsb-133 A & B
Date: Thursday, March 5, 2015
Time: 9:00 AM – 11:00 AM
Location: Main Campus, Stanley Shalom Zielony Plaza, Sim Center, Basement, Room Hsb-133 A & B
Date: Thursday, April 2, 2015
Time: 9:00 AM – 11:00 AM
Location: Main Campus, Stanley Shalom Zielony Plaza, Sim Center, Basement, Room Hsb-133 A & B
Date: Thursday, May 7, 2015
Time: 9:00 AM – 11:00 AM
Location: Main Campus, Stanley Shalom Zielony Plaza, Sim Center, Basement, Room Hsb-133 A & B
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Coach with H.E.A.R.T.SM - CUS 197 (continued)
Date: Thursday, June 4, 2015
Time: 9:00 AM – 11:00 AM
Location: Main Campus, Stanley Shalom Zielony Plaza, Sim Center, Basement, Room Hsb-133 A & B
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Coaching for an Outstanding Performance: Sustaining a Desired Cleveland Clinic Experience - MSS 229
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Coaching is a powerful communication strategy designed to help others improve performance and build on success. This course
provides coaching techniques to empower leaders to open a coaching dialogue to leverage caregivers’ strengths. Participate in this
experiential class to determine if, and when, coaching is the appropriate intervention. Build your coaching skills to create and sustain
our Cleveland Clinic Experience, where patients are first and caregivers feel valued.
Objectives - At the end of this course, the participant will be able to:

Explore the concept of coaching as a tool to help caregivers perform at their best;

Review a process to identify the root cause of problems and performance gaps to determine if coaching is appropriate;

Recognize when and how to coach effectively based on a solutions- focused coaching model; and

Demonstrate how to guide an effective coaching session in a skills practice.
Faculty: Phil Kraynik, MBA
Date: Thursday, January 8, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Date: Thursday, May 7, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Communicating and Listening - IPC 882
Target Audience – Leading Self: all caregivers
This interactive, skill-building course will give you practical, hands-on experience in improving your communication skills and
enhancing work relationships. Participants will test their listening skills, discover ways to remove assumptions and barriers, and apply
a structure to communicating more effectively. Because little time is spent on lecturing, all learners get a chance to truly practice the
skills learned through multiple activities and application exercises.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Communicating and Listening - IPC 882 (continued)
Objectives - At the end of this course, the participant will be able to:

Establish a working definition of communication;

Identify common communication filters and their potential impacts;

Review barriers to listening and ways to overcome them;

Employ a variety of question types;

Recognize how assumptions contribute to miscommunication;

Implement a process for communicating effectively;

Review ways to promote open communication; and

Practice communication skills.
Faculty: Shanna Loede, BA
Date: Thursday, March 26, 2015
Time: 8:00 AM – 12:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02, CLASSROOM 1
Date: Thursday, May 7, 2015
Time: 8:00 AM – 12:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02, CLASSROOM 1
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Communicating with Influence and Impact - MSS 927
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
As a leader, you need to take your communication skills to the next level by influencing with impact. This course helps you think
strategically about communication through adapting to styles, evaluating yourself in your communication, and applying tools for
positive influence.
Objectives - At the end of this course, the participant will be able to:

Identify various communication styles and how it is related to influence;

Recognize the core elements of influence;

Explain how these elements impact leadership; and

Determine ways to apply influencing skills as a leader.
Faculty: Carrie Hill, MA, SPHR, CPLP, Joy Jones, MS & Susan Lauder, MBA
Date: Thursday, January 15, 2015
Time: 8:00 AM – 12:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Date: Tuesday, March 17, 2015
Time: 8:00 AM – 12:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Date: Wednesday, May 13, 2015
Time: 8:00 AM – 12:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Register via CCLC (instructions page 11)
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Communicating with Influence and Impact - MSS 927
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Communication and Conflict Strategies for Leaders - MSS 925
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Getting the job done through others typically has its challenges - not usually in the work to be done, but in how it is communicated
and interpreted. Conflict between and among our teams can escalate under stress and especially when there are misunderstandings.
This highly-interactive course will provide you with the tools you need to better handle communication and conflict situations as a
leader.
Objectives - At the end of this course, the participant will be able to:

Review core communication skills for leaders;

Employ strategies that support team conflict resolution; and

Practice techniques via application exercises.
Faculty: Carrie Hill, MA, SPHR, CPLP & Phil Kraynik, MBA
Date: Thursday, January 29, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Date: Thursday, March 5, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Date: Tuesday, May 5, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Conflict and Dialogue: Are Both Possible?
Target Audience - Leading Managers: Asst. Director; Dept. Administrator; Dept. Chair; Director; Nurse Director; Senior Manager
Most individuals are uncomfortable with situations involving disagreements. We tend to have a preferred method for handling conflict
and that method may reduce dialogue. In this session, you will learn: Your preferred conflict method, when it is appropriate, and
what happens to dialogue when you over use or under use that method.
In addition, you will learn a framework for having a critical dialogue with others – a two-way conversation that will maintain or
improve the relationship and resolve the conflict/disagreement. By handling conflict with dialogue, you will be able to improve:
productivity, teamwork, accountability, diversity and personal influence.
Objectives - At the end of this course, the participant will be able to:

Analyze your conflict style/method using the Thomas-Kilmann Conflict Mode Instrument;

Discuss the six-step model for creating a critical dialogue to resolve conflicts; and

Practice using the model in real situations to increase personal skills/methods for resolving conflicts with dialogue.
Faculty: Judy Campbell, Academic Consultant
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Conflict and Dialogue: Are Both Possible? (continued)
Dates: Monday, June 29, 2015
Time: 8:00 AM – 4:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cultivating Networks and Partnerships - MSS 917
Target Audience - Leading Managers: Asst. Director; Dept. Administrator; Dept. Chair; Director; Nurse Director; Senior Manager
Building partnerships in and out of the organization requires knowing with whom to build strategic partnerships and alliances, how to
leverage networks, and how to build and maintain internal and external relationships. Leaders learn to evaluate their current network
and take steps to close gaps in knowledge and perspectives as they navigate and manage horizontal integration in a complex matrixed
organization. They identify and overcome personal and organizational barriers that hamper efforts to negotiate, collaborate and
communicate as they build partnerships.
Please note: This course is NOT about social media networking sites.
Objectives - At the end of this course, the participant will be able to:

Identify personal strategies to achieve key business outcomes;

Accomplish business objectives through broader networking and more effective partnerships;

Identify the four key practices of strategic networking;

Examine efforts to advance our organization’s objectives through building strategic partnerships as well as identifying and
addressing knowledge gaps; and

Identify critical checkpoints to plan, execute, monitor and maintain partnerships.
Faculty: Carrie Hill, MA, SPHR, CPLP & Phil Kraynik, MBA
Date: Thursday, May 21, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cultural Differences at End of Life (Diversity, Inclusion & Cultural Competence)
Target Audience – Leading Self: all caregivers
End of life care touches all of us. This session will examine key cultures we serve at Cleveland Clinic and cultural competency
needed to practice a “patient - centered” model of care to serve the dying patient and their family.
Objectives - At the end of this course, the participant will be able to:

Review key patient demographics receiving care at Cleveland Clinic;

Illustrate death and dying cultural differences and practices for each; and

Practice end of life care cultural competence using actual case scenarios.
Faculty: Donna M. Skurzak, MA
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Cultural Differences at End of Life (continued)
Date: Thursday, April 16, 2015
Time: 8:30 AM – 10:30 AM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-24
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Mid-level Physician Leaders’ Development Series
Target Audience – Leading Managers: Department Chairs, Center Directors, FHC Directors, Program Directors, etc.
Faculty: Donna M. Skurzak, MA
March Session I - Caring for yourself - caring for others
Learning Objectives

Identify leadership areas that create energy expenditure and those that help us restore energy

Understand physician stress and resilience

Utilize an Energy Audit to address energy strengths and opportunities

Review Clinic support resources
Date: Wednesday, March 4, 2015
Time: 7:00 AM – 9:00 AM
Location: Main Campus, Lerner building, 5th Floor, Room NA5-21
April Session II - Professionalism: Identifying and addressing derailment
Learning Objectives

Review fundamentals of professionalism

Identify physician derailment and understand why it occurs

Address communication techniques

Utilize a peer mentoring construct to address professionalism issues
Date: Wednesday, April 22, 2015
Time: 7:00 AM – 9:00 AM
Location: Main Campus, Lerner building, 5th Floor, Room NA5-21
June Session III - Emotional Intelligence: Listening in Leadership
Learning Objectives

Introduce Emotional Intelligence and understand why emphatic listening is essential in leadership

Review empathic listening and address communication techniques

Practice empathic listening utilizing a peer mentoring construct
Date: Wednesday, June 3, 2015
Time: 7:00 AM – 9:00 AM
Location: Main Campus, Lerner building, 5th Floor, Room NA5-21
Register via email [email protected].
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
24
Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Designing Revenue Cycle Management Around the Patient
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
The revenue cycle in a healthcare institution relates to all the processes, sub-processes and enabling technologies associated with
patient registration through the collection of amounts due. The traditional revenue cycle or "billing" model centered on processes and
reimbursement. However, with the introduction of consumerism and transparency it is important that the healthcare institutions revisit
their business practices. While all the practices are valuable in their own right, some of them are more important to a hospital's fiscal
health than others. By enhancing charity care enrollment, improving collection practices and ensuring appropriate follow-up,
institutions are putting an operational infrastructure in place to create a better "patient experience" and a stable financial foundation.
Objectives - At the end of this course, the participant will be able to:

Discuss the impact of health care changes to the patient, provider, and health system;

Define the challenges of the future for our patients, payers, and the Cleveland Clinic Health System;

Identify the key market trends that challenge Cleveland Clinic business;

Explain how our major health plans have structured their strategies for post-reform success;

Review several innovative CC initiatives that are designed to deliver value (control costs and improve quality) for our
customers; and

Describe how the healthcare payments work and payment system evolved.
Faculty: Anthony Helton, MBA, Tony Hrudka, MBA, Iris Kristensen, MBA, Nickolas Paflas, MBA & Karen Mihalik, MBA
Date: Tuesday, February 17, 2015
Time: 8:00 AM – 12:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Developing Healthcare Talent - EXE 107
Target Audience - Leading Managers: Asst. Director; Dept. Administrator; Dept. Chair; Director; Nurse Director; Senior Manager
This course will assist leaders in establishing a system and process for attracting, developing, engaging and retaining talent, in the
Cleveland Clinic Enterprise; thus allowing leaders to achieve the desired outcomes of the Cleveland Clinic Experience.
Objectives - At the end of this course, the participant will be able to:

Identify your team’s development needs as they relate to achieving current and future Cleveland Clinic priorities;

Establish the Cleveland Clinic leaders’ role in developing direct reports;

Recognize how to achieve the highest payoff for your efforts in developing others;

Introduce a three phase process leaders can use to effectively develop healthcare talent; and

Measure and provide feedback on the effectiveness and impact of development efforts.
Faculty: Carrie Hill, MA, SPHR, CPLP & Phil Kraynik, MBA
Date: Wednesday, June 24, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
25
Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Developing Your Leadership Presence - MSS 918
Target Audience - Leading Managers: Asst. Director; Dept. Administrator; Dept. Chair; Director; Nurse Director; Senior Manager
Your leadership presence is critical to deliver messages with influence and impact. This workshop is specifically for mid-level leaders
who deliver important information up, down and across the organization. Participants learn the elements of leadership presence and
actual skills to raise their credibility and confidence. This course couples group instruction with application and coaching to enhance
this critical leadership skill.
Objectives - At the end of this course, the participant will be able to:

Practice key physical skills that foster strong presence;

Use smooth and polished delivery style;

Prepare clear and well-organized messages; and

Address questions and keep audience focused during your presentation.
Faculty: Alison Arkin, MSRD & Carrie Hill, MA, SPHR, CPLP
Date: Wednesday, April 1, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Date: Tuesday, June 9, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Emotional Intelligence (EQ) and Your Leadership Effectiveness
Target Audience - Leading Managers: Asst. Director; Dept. Administrator; Dept. Chair; Director; Nurse Director; Senior Manager.
Emotional Intelligence (EQ) is recognized as the distinguishing factor in effective leadership; and ultimately, in obtaining measurable
results. By definition, EQ is your capacity for self-awareness, self-management, social awareness and relationship management.
When used effectively, EQ aligns people with a shared objective by inspiring others to work cooperatively, constructively and with
mutual respect. IQ, personality and EQ all affect your leadership, but only one factor can be increased, changed and improved…and
that is EQ. In this course, you will have an opportunity to assess your own EQ and learn strategies to strengthen your EQ
competence. The book, Emotional Intelligence 2.0 will be used as a reference.
Please note: Register by June 1st to receive your book and complete the online assessment.
Objectives - At the end of this course, the participant will be able to:

Evaluate self-awareness through EQ assessment;

Discuss and practice strategies for developing EQ competence; and

Develop an EQ plan to increase leadership effectiveness.
Faculty: Judy Campbell, Academic Consultant
Date: Tuesday, June 30, 2015
Time: 8:00 AM – 4:00 PM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-24/25
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
26
Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Examining Cultural Characteristics for Healthcare (Diversity, Inclusion & Cultural Competence)
Target Audience – Leading Self: all caregivers
Cleveland Clinic provides patient care to individuals from around the world. Patients bring along their own cultural perspectives and
expectations of care. As providers of Patient Centered Care, this course will enhance competency by examining concepts and the
understanding of cultural perspectives, common cultural differences and characteristics. Culturally specific patient care skills will be
applied using case studies.
Objectives - At the end of this course, the participant will be able to:

Review diversity and inclusion;

Differentiate Four Layers of the Diversity Model;
1. Cultural perspective
2. Cultural Sensitivity
3. Cultural Competence
4. Common Cultural Differences and Characteristics

Define Cultural Competence and skills needed to provide patient care;

Review common cultural differences and characteristics; and

Apply Quality Decision Making case scenarios.
Faculty: Donna M. Skurzak, MA
Date: Monday, February 23, 2015
Time: 2:00 PM – 4:00 PM
Location: Main Campus, Lerner Building, 1st Floor, Room NA1-140
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Foundation for Diversity, Inclusion and Cultural Competency (Diversity, Inclusion & Cultural Competence)
Target Audience – Leading Self: all caregivers
This session introduces multicultural differences and diversity concepts that can be applied to the workforce. Recognizing cultural
differences facilitates understanding and is a critical skill that all caregivers need in the delivery of quality health care
services. Examining diversity and communication concepts will build a foundation and challenge the participants to review their own
cultural beliefs, attitudes and awareness of their impact.
Objectives - At the end of this course, the participant will be able to:

Examine the field of "Diversity and Inclusion” – models and concepts;

Identify changing trends in demographics and impact on the workforce;

Review the “Intent and Impact” communication model; and

Build Cultural Competence through case study application.
Faculty: Anila Nicklos, MEd
Date: Thursday, January 22, 2015
Time: 8:30 AM – 10:30 AM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-25
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
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Course Descriptions
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Fundamentals of Quality & Continuous improvement (Quality & Patient Safety/Continuous Improvement)
Target Audience – Leading Self: all caregivers
Nothing is more important to our patients or to Cleveland Clinic caregivers than providing safe, high quality care and a world class
experience. Learn how Cleveland Clinic is relentlessly focused on achieving high reliability systems of care utilizing teamwork and
actionable data to improve clinical care and foster a “culture of improvement.”
Please note: This is the first course in the Quality & Patient Safety/Continuous Improvement Track designed for an enterprise-wide,
multidisciplinary audience. Although subsequent courses may be taken individually and stand alone, it is recommended to complete
this course prior to taking the others when feasible.
Objectives - At the end of this course, the participant will be able to:

Define quality;

Describe a “culture of improvement”;

Interpret control charts - distinguish “normal” process variation over time from actual change;

Utilize selected Cleveland Clinic quality dashboards and data systems;

Use the 5 Whys strategy to get to the root of a problem quickly; and

Use the Plan-Do-Check-Adjust (PDCA) method to test process changes.
Faculty: Shannon Phillips, MD, MPH, Anthony J. Warmuth, MPA & Lisa Yerian, MD
Date: TBD – check back for updates
Time: TBD
Location: TBD
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Healthcare Business Acumen: US Hospital Simulation - MSS 919
Target Audience – Leading Others: ANM, Manager, Nurse Manager, Project/Program Manager, Section Head, Supervisor, Team Lead,
Unit Head
Are you looking for a fun and engaging way to get a better understanding about the financial aspects of running a hospital? If so, this
course is for you! In this course, participants will experience the key business drivers and challenges of the healthcare industry.
Leaders will engage in a very interactive simulation with peers, practicing and applying the principles, behaviors and skills necessary
to manage a healthcare business.
Objectives - At the end of this course, the participant will be able to:

Review enterprise-level strategic initiatives and how your strategic priorities are aligned to enterprise-level goals;

Articulate the key strategic and financial drivers of a healthcare business;

Examine ways to transform the Healthcare business’s product and service offerings to meet changing market trends;

Strategize ways to grow revenues by managing the business’s marketing mix; and

Implement operational excellence and efficiency initiatives to reduce costs.
Faculty: Carrie Hill, MA, SPHR, CPLP
Date: Thursday, April 30, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02, CLASSROOM 1
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
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Course Descriptions
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Human Resources Fundamentals for Mangers - MSS 210
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Our leadership is the cornerstone to becoming the best place to work and grow. This course challenges leaders to recognize how best
to manage employee performance, through setting goals, identifying developmental opportunities, and pinpointing areas of
improvement. Participants will also learn how to identify and manage legal issues in the workplace, review OSHA, FLSA, FMLA and
other regulations. Through case studies and skill practice, you will not only grasp relevant information but also be able to apply them
to day-to day operations and unique situations.
Objectives - At the end of this course, the participant will be able to:

Identify the four components of performance management;

Identify key employment laws impacting the day-to-day operations of your work unit;

Describe the employment policies that define successful employee and leader behavior; and

Apply practical tips for managing employee performance.
Faculty: HR Business Partner TBD
Date: Thursday, March 26, 2015
Time: 8:30 AM – 4:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Date: Thursday, May 7, 2015
Time: 8:30 AM – 4:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Inclusive Leadership (Diversity, Inclusion & Cultural Competence)
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
This session explores the uniqueness of each individual and the global demands for a successful business development model which
requires that all caregivers in the organization become culturally competent. Diversity recognition impacts everyone’s performance in
the organization. The class identifies the need for leaders to incorporate not only inclusion but also engagement of all caregivers in an
ongoing process to develop cultural competence.
Objectives - At the end of this course, the participant will be able to:

Review Diversity and Inclusion;

Examine management skills/practices for leading a diverse workforce to achieve business outcomes; and

Explore application of skills utilizing case scenarios.
Faculty: Anila Nicklos, MEd
Date: Friday, March 20, 2015
Time: 2:00 PM – 4:00 PM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-25
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
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Course Descriptions
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Infection Prevention (Quality & Patient Safety/Continuous Improvement)
Target Audience – Leading Self: all caregivers
Infection Prevention programs influence, support, and improve healthcare quality. Infection Prevention improves patient care and
safety, prevents adverse outcomes and minimizes occupational hazards for all caregivers.
Please note: This is one of a series of 5 courses in the Quality & Patient Safety Track designed for an enterprise-wide,
multidisciplinary audience.
Objectives - At the end of this course, the participant will be able to:

Explain the functions of an infection prevention program and how they promote patient safety;

Identify high risk infection events that may require Root Cause Analysis and action planning to prevent recurrences; and

Explain the reputational risks inherent in public reporting of healthcare-associated infections.
Faculty: Thomas Fraser, MD & Mary Oden, MHS, RN
Date: Thursday, April 16, 2015
Time: 8:00 AM – 10:00 AM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Lead the Super Charge – PRO 2018 (Nursing Leadership)
Target Audience –Nurses: Assistant Clinical Nurse Mangers, Charge Nurses & Nursing Operations Managers
This course is designed for nurses in the charge nurse, nursing operations manager, or assistant nurse manager role. The purpose of
the course is to develop understanding of and practice behaviors regarding key concepts such as the Professional Practice Model, just
culture, peer accountability, appropriate delegation, conflict management, and system complexity. Participants must attend all four
days in the series.
Objectives - At the end of this course, the participant will be able to:
Session 1:

Describe the Cleveland Clinic Professional Practice Model.

Identify the attributes of a nurse working under a professional practice model.

Apply the Professional Practice Model to a case study.

Discuss attributes of different personality types as outlined by the Meyers Briggs Personality Type Indicator.

Compare and contrast 3 leadership styles.
Session2:

Identify tactics to incorporate just culture in leadership rounding for results.

Identify three key points regarding the benefit of peer accountability as part of a healthcare team.

Demonstrate the ability to provide appropriate feedback to a member of the healthcare team while supporting peer
accountability.

Formulate a professional electronic communication using objective data.
Session 3:

Identify various types of conflict nurse leaders encounter at work.

State 5 conflict resolution techniques.

Reflect on your past experiences with conflict and your conflict resolution style.
Session 4:

Define delegation and its' role in the Nursing Practice Model of Care.

Describe the scope of practice role responsibilities of the RN, LPN, and unlicensed assistive personnel (UAP). (OAC 47234-03)

Discuss delegation as it applies to the RN, LPN, and UAP role. (OAC 4723-13-02)

Explain the 5 rights and 3 Ohio Board of Nursing Regulatory guidelines for delegation. (OAC 4723-13-05 and 07)

State the responsibilities of the delegate in the delegation process. (OAC 4723)

Describe patterns of work complexity to maintain a safe care environment.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
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Lead the Super Charge – PRO 2018 (continued)
Faculty: Brenda Byrne, MSN, RN; Cindy Candow, BSN, RN; Patricia Dlouhy, MSN, RN; Michele Griffin, BSN, RN; Jeanne M.
Henry, MEd, BS, RN; Nichole Kelsey, BSN, RN; Lora Laszlo, BSN, RN; Cynthia Willis, MSN, MBA, RN
Date: Monday, February 2, 2015
8:00 AM – 12:00 PM OR 1:00 PM – 5:00 PM
Location: West Park Building, Nursing Education, 2nd Floor, 15531 Lorain Ave.
Date: Monday, February 9, 2015
Time: 8:00 AM – 12:00 PM OR 1:00 PM – 5:00 PM
Location: West Park Building, Nursing Education, 2nd Floor, 15531 Lorain Ave.
Date: Monday, February 16, 2015
Time: 8:00 AM – 12:00 PM OR 1:00 PM – 5:00 PM
Location: Euclid Health Center Building, Conference Room HC-105, 189001 Lakeshore Blvd.
Monday, February 23, 2015
Time: 8:00 AM – 12:00 PM OR 1:00 PM – 5:00 PM
Location: West Park Building, Nursing Education, 2nd Floor, 15531 Lorain Ave
Register via CCLC (instructions page 11)
This Activity is approved for Nursing Continuing Education credit: 18.16 contact hours which includes 1.5 contact hours Category “A”
Cleveland Clinic (OH-045/10-1-15) is an approved provider of continuing nursing education by the Ohio Nurses Association (OBN001-91), an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation. Approved provider
status does not imply endorsement by the provider, ANCC, OBN or ONA of any products displayed in conjunction with an activity.
Leading and Inspiring High Performance Teams - MSS 945
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Today’s organizations demand that their teams do more. What’s the secret to helping teams perform at their best? The leader. In this
session, you will gain the tools and skills needed to transform an acceptable team into an exceptional one.
Objectives - At the end of this course, the participant will be able to:
•
Recognize five success factors critical to high performance teams;
•
Recognize three primary roles as a team leader;
•
Identify the conditions that prevent teams from reaching high performance and the practices that enable them to achieve it;
•
Assess your team’s performance to identify the conditions that prevent high team performance; and
•
Review ideas on how to create a more motivating environment.
Faculty: Phil Kraynik, MBA
Date: Thursday, February 26, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Date: Thursday, June 18, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
31
Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Leading Change (day and a half class) - PRO 1228
Target Audience - Leading Managers: Asst. Director; Dept. Administrator; Dept. Chair; Director; Nurse Director; Senior Manager
This workshop is designed to increase your ability to manage change and successfully lead people in ways that gain buy-in, secure
needed resources, and inspire effort from critical stakeholders.
Day one, full day: Uses a case based approach to increase change leadership skills.
Day two, an optional four hour session: Is available participants to apply the previous day’s process and tools to an actual work
project and receive coaching and feedback from the program instructor.
Objectives - At the end of this course, the participant will be able to:

Shape a vision that inspires key stakeholder buy-in;

Communicate the need for change to key stakeholders;

Start a change implementation team;

Gain commitment from key stakeholders;

Ensure that existing systems and structures do not contradict desired change;

Measure and adjust change leadership strategies in order to stay on track; and

Sustain change.
Faculty: Phil Kraynik, MBA
Date: Wednesday, February 18 AND Thursday, February 19, 2015 (day 2 is a half day)
Time: Day 1, 8:30 AM – 4:30 PM; Day 2, 8:30 AM – 12:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Date: Tuesday, May 12 AND Wednesday, May 13, 2015 (day 2 is a half day)
Time: Day 1, 8:30 AM – 4:30 PM; Day 2, 8:30 AM – 12:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-0A2, CLASSROOM 2
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Maximize Your Day: Time Management for Leaders - MSS 914
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Do you feel overloaded? Are you struggling to establish priorities? At the end of the day, do you feel frustrated that your “to do list”
didn’t get done? Join us for this interactive half-day session in which you will employ tools and techniques to increase your
effectiveness and productivity as a leader.
Objectives - At the end of this course, the participant will be able to:

Analyze how you currently spend your time and pinpoint opportunities for improvement;

Proactively plan and prioritize your own work and the work of your team;

Utilize tools to increase productivity and efficiency, including meeting management; and

Review and apply effective delegation techniques.
Faculty: Carrie Hill, MA, SPHR, CPLP & Phil Kraynik, MBA
Date: Thursday, February 5, 2015
Time: 8:00 AM – 12:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302B, CLASSROOM 6
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
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Maximize Your Day: Time Management for Leaders - MSS 914 (continued)
Date: Thursday, April 16, 2015
Time: 8:00 AM – 12:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302B, CLASSROOM 6
Date: Tuesday, June 16, 2015
Time: 8:30 AM – 12:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
New Leader Orientation - NEO 903
Target Audience – Leading Others, Leading Managers, Leading Enterprise
This course will provide an overview of the leaders’ role in meeting and exceeding the key imperatives, mission, and values of the
enterprise. Participants will be introduced to the resources available and needed to accomplish their goals.
Objectives - At the end of this course, the participant will be able to:

Define Cleveland Clinic strategic imperatives, mission and values;

Describe leaders’ role in meeting and exceeding the key imperatives, mission, values;

Explain Caregiver life cycle and the leaders’ role in each phase;

Employ the tools and resources available to support leaders in their role; and

Identify further training/developmental opportunities for new leaders based upon their individual needs and levels.
Faculty: Elisabeth Klar, PhD, CPLP
Date: Monday, January 26, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 2nd floor, AC1-2-410, IT TRAINING ROOM
Date: Monday, February 23, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 2nd floor, AC1-2-410, IT TRAINING ROOM
Date: Monday, March 23, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 2nd floor, AC1-2-410, IT TRAINING ROOM
Date: Monday, April 27, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 2nd floor, AC1-2-410, IT TRAINING ROOM
Date: Monday, May 18, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 2nd floor, AC1-2-410, IT TRAINING ROOM
Date: Monday, June 22, 2015
Time: 8:00 AM – 5:00 PM
Location: CCAC, Building 1, 2nd floor, AC1-2-410, IT TRAINING ROOM
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
33
Course Descriptions
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Nurse Manager Orientation
Target Audience – New Nurse Managers
Nurse Manager Orientation is appropriate for new nurse managers or assistant nurse managers. This 2-day course is intended to
develop skills and behaviors around targeted initiatives that drive the mission and values of the Cleveland Clinic within the areas of
patient experience, human resources, finance, quality and safety, and risk management. Attendees will participate in discussion and
scenario based learning as well as role playing and active problem solving.
Objectives - At the end of this course, the participant will be able to:

Describe and demonstrate processes, programs, tools and technology platforms relevant to the nurse management roles and
responsibilities.

Explain nurse management roles and responsibilities in quality and safety, risk, finance, human resources, and patient
experience.

Identify strategies to effectively lead in the nurse management roles.
Faculty: Jennifer Van Dyk, MSN, RN
Date: Thursdays, February 19 & 26, 2015
Time: 8:30 AM – 4:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302B, CLASSROOM 6
Date: Thursdays, April 23 & 30, 2015
Time: 8:30 AM – 4:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302B, CLASSROOM 6
Date: Thursdays, June 18 & 25, 2015
Time: 8:30 AM – 4:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302B, CLASSROOM 6
Register via CCLC (instructions page 11)
This Activity is approved for Nursing Continuing Education credit: 18.16 contact hours which includes 1.5 contact hours Category “A”
Cleveland Clinic (OH-045/10-1-15) is an approved provider of continuing nursing education by the Ohio Nurses Association (OBN001-91), an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation.
Approved provider status does not imply endorsement by the provider, ANCC, OBN or ONA of any products
displayed in conjunction with an activity.
Overview of Cleveland Clinic Debt and Investment Portfolios
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Current and future Clinic leaders desiring a deeper understanding of the inner-workings of Cleveland Clinic's finances should attend.
Since the Clinic’s balance sheet plays a vital role in preserving the financial strength of the enterprise and provides essential resources
which further enable our institution's mission to be fulfilled, an in-depth understanding of the balance sheet should help Clinic leaders
drive institutional performance and organizational success.
Objectives - At the end of this course, the participant will be able to:

Assess how our debt and our investment portfolios are intricately linked in order to evaluate how our business is managed;

Discuss the role debt plays in financing Cleveland Clinic’s growth, evaluate why it is needed, and describe how it is
structured;

Distinguish our debt portfolio relative to that of our peers;

Articulate the role asset allocation plays when managing an investment portfolio and review Cleveland Clinic’s asset
allocation strategy;

Analyze how our investment portfolios are managed including our Treasury Funds and Pension Plan; and

Evaluate key macroeconomic and capital market forces that can and are impacting both our investment and debt portfolios.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
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Course Descriptions
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Overview of Cleveland Clinic Debt and Investment Portfolios (continued)
Faculty: Anthony Helton, MBA & George Mateyo, MBA
Date: Tuesday, March 31, 2015
Time: 1:00 PM – 4:30 PM
Location: Main Campus, Lerner Building, 5th Floor, NA5-24/25
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Presentation Zen – Simple Ideas on Presentation Design & Delivery
Target Audience - Leading Managers: Asst. Director; Dept. Administrator; Dept. Chair; Director; Nurse Director; Senior Manager.
Great leaders are great communicators at an individual, team and organizational level. Great communicators capture the hearts and
minds of listeners and know that public speaking is a necessary skill for any rising star or seasoned veteran. This hands-on and
interactive course will help you align words with actions and move you along your path to excellence in public speaking. Along with
an opportunity to practice the mechanics of effective presentations, this course uses the work of Garr Reynolds as a foundation for the
design of your slides and presentation.
Objectives - At the end of the course, the participant will be able to:

Design a cutting edge and innovative set of presentation slides – using the Cleveland Clinic template;

Produce an interactive and engaging presentation; and

Examine tools and resources designed to help individuals develop world-class presentations.
Faculty: Scott J. Allen, PhD, John Carroll University
Date: Thursday, January 22, 2015
Time: 8:00 AM – 12:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Project Management in a Culture of Improvement (2 day class) - QCB 336
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
This course, delivered by the Continuous Improvement (CI) Team in the division of Medical Operations, focuses on the Project
Management Lifecycle. This course will provide the foundation for the successful execution of a project, which includes problem
solving as well as project management. Entailed will be the objectives of each of the 4 phases of a project: Define, Plan, Implement,
and Transition. Included in each phase will be the recommended tools and templates, coupled with the application of the necessary
soft skills to increase the probability of success associated with a project.
Objectives - At the end of this course, the participant will be able to:

Define the objectives associated with each of the 4 phases of a project;

Employ the recommended tools within a project to address risk and increase the probability of success;

Utilize the tools to address change management and sponsor support; and

Support clinicians, managers and teams involved in process improvement
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
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Project Management in a Culture of Improvement (2 day class) - QCB 336 (continued)
Faculty: Suzanne Agoston, Charles Colosky, Melissa Vandergriff, & Louie Hendon
Date: Tuesday, February 3 and Wednesday, February 4, 2015
Time: 8:00 AM – 4:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302B, CLASSROOM 6
Date: Tuesday, April 7 and Wednesday, April 8, 2015
Time: 8:00 AM – 4:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302B, CLASSROOM 6
Date: Tuesday, June 2 and Wednesday, June 3, 2015
Time: 8:00 AM – 4:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302B, CLASSROOM 6
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Project Management: An Introduction - PRO 538
Target Audience – Leading Self: all caregivers
The principles and concepts of Project Management will be introduced to employees, as referenced by the Project Management
Institute (PMI). Project Management offers a skill set that applies to the workplace and beyond. The course will define Project
Management as it relates to the Project Manager. It will focus on carrying projects through from beginning to end; which includes
planning, executing, and closing. You'll discover how to identify if and when you are working on a project, how that project is aligned
with organizational initiatives, and how to proceed through the project to help ensure successful completion.
Objectives - At the end of this course, the participant will be able to:

Identify standard project management principles and methodologies;

Identify important concepts in project management;

Define six constraints of project management: Time - Money - Scope - Quality - Risk – Resources;

Propose strategies for project success; and

Present organizational resources.
Faculty: Daniel Simon, MBA, PMP, CHTS-PW
Date: Tuesday, March 3, 2015
Time: 8:30 AM – 12:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02, CLASSROOM 1
Date: Tuesday, April 14, 2015
Time: 8:30 AM – 12:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Register via CCLC (instructions page 11)
No accreditations for continuing education credits.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
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Quality as Value in Healthcare: What do current changes mean? (Quality & Patient Safety /Continuous
Improvement)
Target Audience – Leading Self: all caregivers
Healthcare is rapidly changing on many fronts affecting multiple stakeholders; however, the key driver for all stakeholders is value.
Healthcare value depends on results: providing higher healthcare outcomes at a lower cost. The Centers for Medicare and Medicaid
(CMS) has developed a national strategy to drive this agenda. CMS is implementing a variety of programs to meet the quality and
financial goals they put forth. These initiatives include Value Based Purchasing, Readmission Reduction, Bundled Payments,
Accountable Care Organizations, and Hospital Acquired Conditions. Along with hospital-based strategic quality programs, CMS is
focusing on physician quality and efficiency. This strategic priority includes both incentive and penalty programs.
Objectives - At the end of this course, the participant will be able to:

Define healthcare value;

Explain the key healthcare quality and patient safety National Priorities and how they drive quality improvement and
promote efficiency;

Describe how quality metrics are tied to hospital payment; and

Discuss physician quality reporting programs.
Faculty: Jacqueline Matthews, MS & Nirav Vakharia, MD
Date: Wednesday, April 15, 2015
Time: 8:00 AM – 11:00 AM
Location: Main Campus, 3rd Floor, Alumni Library, Room NA3-57
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Quality Improvement Practicum (Quality & Patient Safety /Continuous Improvement)
Target Audience – Leading Self: all caregivers
Patient Safety and Quality are key elements of Cleveland Clinic's strategy and are vital to the future of healthcare. The need is clear:
healthcare is changing, and transparency around results is increasing. Patients and payers are more informed across a wider variety
of outcome metrics. This course describes practical tools and examples that can be used to identify quality improvement
opportunities, organize teams, solve problems, and sustain improvements over time.
Please note: This is one of a series of 5 courses in the Quality & Patient Safety series designed for an enterprise-wide,
multidisciplinary audience.
Objectives - At the end of this course, the participant will be able to:
 List four keys to developing effective quality improvement teams;
 Explain how quality leaders use influence to engage others in problem solving;
 Name the four phases of the Cleveland Clinic continuous improvement (CI) model; and
 Cite at least one relevant tool for each phase of the Clinic CI model.
Faculty: Guido Bergomi, Aaron Hamilton, MD, MBA, & Kristin Mergler
Date: Thursday, April 30, 2015
Time: 8:00 AM – 12:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
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Course Descriptions
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R.E.D.E. to Communicate℠: Code Status (Healthcare Communication)
Target Audience – Clinical Caregivers, with direct patient care responsibilities, who have completed the pre-requisite, Foundations of
Healthcare Communication.
We are aware that no one lives forever; yet, having conversations with patients and their family members near the end of life can be
difficult, especially in this age of chronic critical illness. This course will give information about advance directives and help prepare
you to discuss code status with your patients.
Objectives - At the end of this course, the participant will be able to:

Describe the components of advance directives;

Formulate key phrases to use during code status discussions; and

Adapt REDE foundational skills to a code status conversation.
Please note: To register for this course you must have completed the prerequisite course R.E.D.E. to Communicate℠: Foundations of
Healthcare Communication offered through OPSA/Center for Excellence in Healthcare Communication.
Faculty: Kathleen A. Neuendorf, MD, Jennifer Ramsey, MD, MS & Sumita Khatri, MD
Date: Tuesday, January 13, 2015
Time: 7:30 AM – 9:30 AM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Date: Tuesday, June 23, 2015
Time: 7:30 AM – 9:30 AM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via [email protected]
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
R.E.D.E. to Communicate℠: Delivering Bad News (Healthcare Communication)
Target Audience – Clinical Caregivers, with direct patient care responsibilities, who have completed the pre-requisite, Foundations of
Healthcare Communication.
Delivering bad news is a reality of the medical field. Although we are not able to change the news we have to give, we can change
the way we deliver that news. This course is designed to teach clinicians how much information patients want in regards to getting
bad news, how they want it delivered and ways to show empathy to the patient after delivery of the news. It will also teach the
SPIKES protocol for delivering bad news and then allow practice of this protocol in a safe and controlled environment using
standardized patients.
Objectives - At the end of this course, the participant will be able to:

Identify the literature that exists on information patients want concerning bad news;

Apply a step-wise approach to clinical encounters; and

Formulate empathic statements to respond to patient emotion.
Please note: To register for this course you must have completed the prerequisite course R.E.D.E. to Communicate℠: Foundations of
Healthcare Communication offered through OPSA/Center for Excellence in Healthcare Communication.
Faculty: Kathleen A. Neuendorf, MD & Vicente Jose Velez, MD
Date: Tuesday, March 3, 2015
Time: 8:00 AM – 12:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
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Course Descriptions
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R.E.D.E. to Communicate℠: Delivering Bad News (continued)
Date: Friday, May 22, 2015
Time: 1:00 PM – 5:00 PM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-24/25
Register via [email protected]
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
R.E.D.E. to Communicate℠: Difficult Patient Encounters (Healthcare Communication)
Target Audience – Clinical Caregivers, with direct patient care responsibilities, who have completed the pre-requisite, Foundations of
Healthcare Communication.
Communication forms the foundation of medical care. Any improvement in effective communication leads to improved patient health
outcomes, safety, satisfaction, trust, and plan adherence. Furthermore, effective communication in healthcare can improve provider
engagement and satisfaction. The Cleveland Clinic REDE model offers a framework for effective communication in the healthcare
setting. This advanced course will outline how relationship-centered strategies can be applied to manage emotional encounters and
conflict in the healthcare environment. This course is open to all caregivers who have completed the prerequisite Foundation in
Healthcare Communication course.
Objectives - At the end of this course, the participant will be able to:

Review and practice relationship-centered skills;

Recognize and manage patient and provider emotions in healthcare encounters;

Resolve conflict in the healthcare setting; and

Exercise these techniques with observed practice and feedback.
Please note: To register for this course you must have completed the prerequisite course R.E.D.E. to Communicate℠: Foundations of
Healthcare Communication offered through OPSA/Center for Excellence in Healthcare Communication.
Faculty: Timothy Gilligan, MD & Vicente Jose Velez, MD
Date: Thursday, January 22, 2015
Time: 1:00 PM – 5:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via [email protected]
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
R.E.D.E. to Communicate℠: Family Meetings (Healthcare Communication)
Target Audience – Clinical Caregivers, with direct patient care responsibilities, who have completed the pre-requisite, Foundations of
Healthcare Communication.
Having conversations with patients and their family members near the end of life can be difficult, especially in this age of chronic
critical illness. Adding complex family dynamics to this discussion can make it even more complex. One of the central techniques
that will be taught is running a successful family meeting.
Objectives - At the end of this course, the participant will be able to:

Describe the critical steps involved in running a family meeting;

Recognize key concepts in family dynamics; and

Adapt REDE foundational skills to a family meeting.
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Course Descriptions
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R.E.D.E. to Communicate℠: Family Meetings (continued)
Please note: To register for this course you must have completed the prerequisite course R.E.D.E. to Communicate℠: Foundations of
Healthcare Communication offered through OPSA/Center for Excellence in Healthcare Communication.
Faculty: Jennifer Ramsey, MD, MS & Rachel Taliercio, DO
Date: Thursday, March 19, 2015
Time: 12:30 PM – 4:30 PM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-24
Register via [email protected]
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
R.E.D.E. to Communicate℠: Foundations of Healthcare Communication (Healthcare Communication)
Target Audience – Clinical Caregivers with direct-patient responsibilities
Given limited time and a complicated patient population, strong communication skills are essential for the patient - caregiver
relationship. A relationship-centered approach to patient care can be taught and learned through deliberate practice with feedback.
Not only does good communication improve patient safety, outcomes, and prevent litigation, but it also increases provider satisfaction
and engagement. The REDE Model© of healthcare communication was developed by Cleveland Clinic and serves as a guide for
relationship-centered communication with patients and colleagues. In a small, dynamic setting, course participants will learn the
model, work in small groups to practice the skills, and work through their own challenging cases.
Objectives - At the end of this course, the participant will be able to:

Review the evidence on the value of effective communication skills in healthcare;

Establish rapport and plan an encounter with the patient;

Elicit the patient perspective using different tools;

Apply a variety of methods to convey empathy;

Incorporate the patient into decision making and education; and

Practice applying these communication skills in challenging clinical cases.
Please note: A list of available course dates for clinical trainees, employed staff physicians and advanced clinical care providers is
available at http://intranet.ccf.org/healthcarecomm. This course is a pre-requisite to future skill-based communication courses. This
course will not appear in COMET, to register kindly email [email protected] and provide your name, date of course you wish to
attend, employee ID, NPI number (required for physicians) and your secretary’s name (if applicable).
Date, Time, Location & Faculty: http://portals.ccf.org/occ/PhysicianCommunicationCenter/Courses/tabid/9415/Default.aspx
Register via [email protected]
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
R.E.D.E. to Communicate℠: Helping Patients Change - An Introduction to Motivational Interviewing
(Healthcare Communication)
Target Audience – Clinical Caregivers, with direct patient care responsibilities, who have completed the pre-requisite, Foundations of
Healthcare Communication.
This course will introduce the principles of motivational interviewing. Participants will learn skills to effect patient health behavior
change utilizing a relationship-centered approach to patient communication and applying the “Stages of Change Model”. There will be
opportunities to practice these new skills in class.
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R.E.D.E. to Communicate℠: Helping Patients Change (continued)
Objectives - At the end of this course, the participant will be able to:

Identify opportunities to incorporate health behavior change counseling in patient care;

Identify and demonstrate basic skills of motivational interviewing;

Define the different components of the “Stages of Change Model”;

Demonstrate the ability to recognize the patient’s stage of readiness for change; and

Apply counseling strategies specific to the patient’s stage of readiness for change.
Please note: To register for this course you must have completed the prerequisite course R.E.D.E. to Communicate℠: Foundations of
Healthcare Communication offered through CCA or OPSA/Center for Excellence in Healthcare Communication.
Faculty: J. Harry Isaacson, MD & Kelly Huffman, PhD, MS
Date: Thursday, February 5, 2015
Time: 1:00 PM – 5:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via [email protected]
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Respond with H.E.A.R.T. ® - CUS 211 (Patient Experience)
Target Audience – Leading Self: all caregivers
Respond with H.E.A.R.T. ® is a 1½ hour, innovative service recovery training session. This program provides caregivers with tools to
help consistently address patient and caregiver concerns at the point of service.
Objectives - At the end of this course, the participant will be able to:

Identify opportunities for service recovery

Define the H.E.A.R.T.® service recovery model techniques

Practice the five steps of the H.E.A.R.T.® service recovery model
Faculty: Kevin Esterburg, Jonathan Francis, MSM, Leah Hilliard-Padilla, MEd, Rasheeda Larkin, MPA, Lisa Minor, & Kathleen
Robbins, MBA
Date: Friday, January 16, 2015
Time: 8:00 AM – 9:30 AM
Location: Main Campus, Jennings Education Building/Bunts, 1st Floor, Room TT1-102
Date: Monday, April 27, 2015
Time: 8:30 AM – 10:00 AM
Location: Main Campus, Jennings Education Building/Bunts, 1st Floor, Room TT1-104
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
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S.T.A.R.T. with Heart® - CUS 210 (Patient Experience)
Target Audience – Leading Self: all caregivers
S.T.A.R.T. with Heart® is an exciting 2 hour training session that helps support caregivers in committing to a culture of service
excellence and practice the Expected Service Behaviors with patients, visitors, and fellow caregivers.
Objectives - At the end of this course, the participant will be able to:

Explain why a commitment to Cleveland Clinic Experience and a Service Culture is important;

Practice identifying emotions and expressing empathy;

Describe and practice the nine Expected Service Behaviors; and

Demonstrate the relationship between the Expected Service Behaviors and the S.T.A.R.T. ® acronym.
Faculty: Kevin Esterburg, Jonathan Francis, MSM, Leah Hilliard-Padilla, MEd, Rasheeda Larkin, MPA, Lisa Minor, & Kathleen
Robbins, MBA
Date: Tuesday, January 13, 2015
Time: 9:00 AM – 11:00 AM
Location: Main Campus, Jennings Education Building/Bunts, 1st Floor, Room TT1-100
Date: Thursday, February 26, 2015
Time: 4:00 PM – 6:00 PM
Location: Main Campus, Jennings Education Building/Bunts, 1st Floor, Room TT1-104
Date: Wednesday, March 11, 2015
Time: 9:00 AM – 11:00 AM
Location: Main Campus, Jennings Education Building/Bunts, Auditorium
Date: Monday, April 20, 2015
Time: 1:00 PM – 3:00 PM
Location: Main Campus, Jennings Education Building/Bunts, 1st Floor, Room TT1-100
Date: Thursday, May 14, 2015
Time: 8:30 AM – 10:30 AM
Location: Main Campus, Jennings Education Building/Bunts, 1st Floor, Room TT1-104
Date: Friday, June 19, 2015
Time: 3:00 PM – 5:00 PM
Location: Main Campus, Jennings Education Building/Bunts, 1st Floor, Room TT1-100
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Shared Medical Appointments 1.0 - The SMA Basics (the why and how to)
Target Audience – Clinical Caregivers, with direct patient care responsibilities
We will get on the same page with a brief overview of Shared Medical Appointments, the benefits and workflow elements. The
session will include developing efficient workflow models and adding value and content to create a patient-centered SMA for the
participating SMA teams.
Objectives – At the end of this course, the participant will be able to:

Review basic workflow elements and benefits of SMAs;

Describe roles and responsibilities of SMA team members; and

Share data and best practice tips.
Faculty: Marianne Sumego, MD
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Shared Medical Appointments 1.0 (continued)
Date: Friday, April 17, 2015
Time: 8:00 AM – 12:00 PM
Location: CCAC, Building 4, 3rd floor, AC4-4-403 (Café)
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Shared Medical Appointments 2.0 - Facilitators and SMAs (tools and tips)
Target Audience – Clinical Caregivers, with direct patient care responsibilities.
We give meaning to adding value by sharing group management tips. We will delve into techniques and patient scenarios that may
occur and how to effectively manage these interactions. Lastly we will identify key components of facilitating and share one method,
motivational interviewing.
Objectives - At the end of this course, the participant will be able to:

Describe the role and responsibilities of an SMA facilitator;

Review motivational interviewing and it’ role in SMAs;

Expand on patient interactions in a group setting; and

Provide Take away strategies for facilitating SMAs.
Faculty: Marianne Sumego, MD
Date: Friday, April 17, 2015
Time: 1:00 PM – 4:00 PM
Location: CCAC, Building 4, 3rd floor, AC4-4-403 (Café)
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Situational Leadership (How to Delegate to Develop) - MSS 934
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
How to successfully delegate tasks and align your leadership style in order to achieve needed outcomes is the core of what Situational
Leadership is all about. In this course we teach how to be very clear about the specific task being delegated so that expectations are
clearly communicated. We then teach how to assess the readiness and the willingness of the individual to successfully meet
performance expectations. Lastly we teach how to properly tune your leadership style to the needs of the person so that they feel
supported and not over, or under managed. An opportunity to immediately provide application of program content to a real life work
situation is provided in the session.
Objectives - At the end of this course, the participant will be able to:

Define your preferred leadership style, and other leadership style options;

Identify employee readiness to perform required work;

Assess employee willingness to do what is asked;

Select an appropriate Leadership strategy to achieve desired outcomes; and

Create a Personal Action Plan to apply concepts learned.
Faculty: Phil Kraynik, MBA
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
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Situational Leadership (How to Delegate to Develop) - MSS 934 (continued)
Date: Wednesday, January 14, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Date: Tuesday, May 26, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
So Now You’re a Leader: First Steps in Your New Role
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Despite the increasing number of leadership programs in academic medicine, most healthcare professionals have little or no formal
leadership training. Much has been written about the necessary path to attain a leadership position, but how should a healthcare
professional proceed once he/she gets there? This course is designed to help new leaders plan a smooth transition into their new
positions. Faculty will begin by reviewing the data about leaders in academic medicine. Using a leadership self-assessment tool,
participants will explore their leadership qualities, and investigate challenges they face as new leaders. Leaders will discuss strategies
from the business industry, and how they can be applied in academic medicine. Three of these practices - strategic decision making,
securing early wins, and effective team building - will be examined through small group case-based discussions. Leaders will share
tools that help to ensure credibility and to help new leaders set priorities, create an environment conducive to change and avoid
common traps. Finally, participants will apply their new knowledge and create a "new leader checklist", to use as a guidepost.
Objectives - At the end of the course, the participant will be able to:

Identify leadership strengths and weaknesses based on self-assessment tool;

Apply practices from the business industry to solve common dilemmas for new leaders; and

Examine a "new leader checklist" as a guide and tool.
Faculty: Elaine E. Schulte, MD, MPH & Maryellen E. Gusic, MD, AAMC
Date: Tuesday, February 16, 2015
Time: 1:00 PM – 5:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Solutions for Value Enhancement (SolVE) (Quality & Patient Safety/Continuous Improvement)
Target Audience – Physicians and 2-3 caregiver colleagues
Each participating physician will assemble a small multidisciplinary team to solve a problem affecting patient care in their practice
location. Please contact Nirav Vakharia, MD ([email protected]) or Lisa Yerian, MD ([email protected]) for more information before
registering.
This 12-week application-based class provides a framework and the tools for solving problems that affect patient care. Participants
will build a repeatable set of problem-solving skills: defining problems, discovering root cause(s), testing possible solutions, and
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Solutions for Value Enhancement (SolVE) (continued)
measuring the impact of interventions. A portion of each 90-minute weekly class will be allotted to project work, and a dedicated
coach will assist the project team outside of class. All members of the project team should attend weekly classes.
Objectives – At the end of this course, the participant will be able to:

Select and apply continuous quality improvement tools and methods;

Use a team approach to solve patient care problems;

Implement data-driven improvement projects; and

Serve as a project coach for others.
Faculty: Eric Holizna, Nirav Vakharia, MD, & Lisa Yerian, MD
Date: Mondays, February 16 – May 4, 2015
Time: 7:30 AM – 9:00 AM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via email [email protected] after contacting Nirav Vakharia, MD ([email protected]) or Lisa Yerian, MD
([email protected])
20 MOC Part IV credits will be available upon project completion.
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Staff Mentorship Orientation
Target Audience – Professional Staff (MD’s, DO’s, PhD’s)
Come discuss the research-based importance of mentoring for Staff, review the structure of the program, and understand the
requirements of participation while honing your communication skills. Together we will engage in small group sessions which
describe the role of Coach, Mentor and Mentee.
Objectives - At the end of this course, the participant will be able to:

Analyze why formal mentoring at Cleveland Clinic is in demand and recognize the program’s value in terms of recruiting,
retention and morale;

Examine your role and duties as coach, mentor and/or mentee; and

Demonstrate the feedback process, and how to provide/receive helpful and informative feedback related to career
development.
Faculty: Andrea Sikon, MD & Elaine E. Schulte, MD, MPH
Date: Thursday, March 5, 2015
Time: 8:00 AM – 12:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Date: Thursday, June 4, 2015
Time: 1:00 PM – 5:00 PM
Location: Main Campus, Lerner Building, 5th Floor, Room NA5-24/25
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Strong Start Making the Transition to Leadership - MSS 944
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Making the jump from Buddy to Boss is not easy. This session helps you to better understand the role, responsibilities, and practices
of a successful new leader. It also provides practical tips on how to manage and lead your team in ways that help you to engage
Caregivers and achieve goals.
Objectives - At the end of this course, the participant will be able to:

Explain the realities of leadership;

Examine the role of a new leader;

Provide practical tips on how to lead former co-workers;

Explore the qualities and practices of effective leaders; and

Create a personal Leadership Skills Development Plan.
Faculty: Phil Kraynik, MBA
Date: Wednesday, March 25, 2015
Time: 8:30 AM – 5:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Date: Wednesday, June 3, 2015
Time: 8:30 AM – 5:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Successful Leadership Conversations (2 days) - QCB 861
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
This course will introduce proven methods that increase your ability to clarify situations, present ideas and solutions in a way that
obtains commitment, and generates measurable results. Application of program content has improved participant: emotional
intelligence, ability to engage others while delivering great service, facilitate change, and better function as a leader.
Objectives - At the end of this course, the participant will be able to:

Initiate regular and coaching conversations in a way that generates openness and rapport;

Obtain key facts in order to correctly analyze logical needs and tailor solutions to individual points of view;

Position your ideas and coaching points for faster acceptance;

Generate “Buy In” support and commitment; and

Create Personal Action Plan to apply workshop content.
Faculty: Phil Kraynik, MBA
Date: Tuesday, February 3 AND Wednesday, February 4, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Date: Tuesday, April 14 AND Wednesday, April 15, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Register via CCLC (instructions page 11)
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Successful Leadership Conversations (2 days) - QCB 861 (continued)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Successful Public Speaking - MSS 909
Target Audience – Leading Self: all caregivers
Are you looking to become a more effective speaker? Does public speaking make your heart pound from anxiety? The ability to present
information effectively in front of an audience is essential in today’s business environment. Whether you are presenting information to
your boss/staff or to a larger audience, you need to present your information in a clear, confident, informative and engaging manner.
Participants will learn tips and techniques necessary to design, prepare, and deliver a powerful presentation.
Objectives - At the end of this course, the participant will be able to:

Describe strategies to plan, prepare and deliver presentations;

Identify and read your audience to customize presentations;

Define key actions to make your presentation visually appealing; and

Practice presentation skills.
Faculty: Sylvia Morrison, BA & Jason Sabo, MA
Date: Wednesday, March 11, 2015
Time: 9:00 AM – 3:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02, CLASSROOM 1
Date: Wednesday, May 20, 2015
Time: 9:00 AM – 3:30 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02, CLASSROOM 1
Register via CCLC (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Tackling Life’s Challenges: Building Resiliency - IPC 877
Target Audience – Leading Self: all caregivers
Resilience is the ability to be calm, energized, engaged, focused and purposeful. Resilience is the ultimate life skill. It is believed that
change equals stress, even positive change. In this practical, evidence-based session, you will increase your personal awareness of
the effects of stress, identify the “warning signs”, and develop your own pro-active stress management plan. Participants will learn a
“Relaxation Exercise” that can be used to decompress anytime you feel stress coming on. By applying these techniques in your
day-to-day life, feel empowered to improve your focus, increase job satisfaction, and enhance relationships with others.
Objectives - At the end of this course, the participant will be able to:

Define the characteristics of stress;

Recognize stress indicators and ways to deal with them proactively;

Identify thought patterns that lead to distress and learn how to change these patterns; and

Utilize practical techniques to relax and build a personal stress management plan.
Faculty: Shannon Krall, PCC-S, CEAP; Lisa Roth, LISW-S
Date: Wednesday, January 7, 2015
Time: 9:00 AM – 1:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
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Course Descriptions
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Tackling Life’s Challenges: Building Resiliency - IPC 877 (continued)
Date: Wednesday, February 4, 2015
Time: 9:00 AM – 1:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Date: Wednesday, March 4, 2015
Time: 9:00 AM – 1:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Date: Wednesday, April 1, 2015
Time: 9:00 AM – 1:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Date: Wednesday, May 6, 2015
Time: 9:00 AM – 1:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Date: Wednesday, June 3, 2015
Time: 9:00 AM – 1:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-02A, CLASSROOM 2
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Translating Strategy into Results - MSS 930
Target Audience - Leading Managers: Asst. Director; Dept. Administrator; Dept. Chair; Director; Nurse Director; Senior Manager
Organizations are looking for leaders who can implement strategy from the middle. They need to identify execution priorities and
manage their time to ensure execution and sustainability. Leaders learn actions they can take to engage themselves and their team in
executing priorities and how to overcome the challenges that interfere with effective strategy realization.
Objectives - At the end of this course, the participant will be able to:

Identify the essential elements required to successfully implement strategy;

Generate engagement for self and staff in executing strategy.

Overcome the challenges that interfere with implementing strategy; and

Utilize a sustainability model to achieve results.
Faculty: Carrie Hill, MA, SPHR, CPLP & Phil Kraynik, MBA
Date: Thursday, April 23, 2015
Time: 8:30 AM – 5:00 PM
Location: CCAC, Building 1, 3rd floor, AC1-3-302, CLASSROOM 5
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Course Descriptions
RETURN TO COURSES BY LEADER LEVEL
Understanding Financial Reporting
Target Audience – Leading Others: ANM, Coordinator, Manager, Nurse Manager, Project/Program Manager, Section Head,
Supervisor, Team Lead, Unit Head
Are you sometimes overwhelmed by issues related to financial reporting in the healthcare industry? Do you want to increase your
financial acumen? This course will provide you with an overview of Cleveland Clinic’s financial reporting, service line reporting,
taxation matters, and compliance activities in a non-profit environment.
Objectives - At the end of this course, the participant will be able to:

Familiarize yourself, in general, with financial reporting in the healthcare industry;

Interpret Cleveland Clinic’s financial statements;

Review current available finance dash boards and other financial reporting tools;

Indicate a deeper understanding of service line financial reporting;

Describe and define what it means to be tax-exempt in a non-profit organization;

Differentiate between charity care and community benefits and participate in a discussion of current regulatory matters; and

Discuss how Cleveland Clinic's investment strategy is structured to appropriately balance risk and return, including an
overview of our pension portfolio.
Faculty: Bob Gross, MBA, Anthony Helton, MBA, Mark Klingman, MBA, Iris Kristensen, MBA, Tim Longville, MBA, Cathy Merriman,
MBA, George Mateyo, MBA, & Robert Waitkus, MBA
Date: Thursday, May 28, 2015
Time: 1:00 PM – 5:00 PM
Location: Main Campus, Lerner Building, 3rd Floor, Alumni Library, Room NA3-57
Register via COMET (instructions page 12)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Working Through Conflict - IPC 868
Target Audience – Leading Self: all caregivers
Conflict is something we often avoid; usually out of fear of the response, and uncertainty on how to approach it. Conflict can be an
excellent source for progress, increasing understanding and respect, and building trust. This highly-interactive course will help you
feel more comfortable and confident when it comes to handling these sometimes challenging situations.
Objectives - At the end of this course, the participant will be able to:

Recognize typical approaches to conflict;

Implement the basic steps of conflict resolution;

Practice communication skills to minimize conflict;

Employ strategies for responding to challenging people; and

Handle specific conflict situations appropriately.
Faculty: Shanna Loede, BA
Date: Tuesday, April 7, 2015
Time: 8:00 AM – 11:30 AM
Location: CCAC, Building 1, 3rd floor, AC1-3-02, CLASSROOM 1
Date: Thursday, May 21, 2015
Time: 8:00 AM – 11:30 AM
Location: CCAC, Building 1, 3rd floor, AC1-3-02, CLASSROOM 1
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Working Through Conflict - IPC 868 (continued)
Date: Tuesday, June 9, 2015
Time: 8:00 AM – 11:30 AM
Location: CCAC, Building 1, 3rd floor, AC1-3-02, CLASSROOM 1
Register via CCLC (instructions page 11)
This activity has been approved for AMA PRA Category 1 Credits.
The Ohio Board of Nursing will accept the number of contact hours for CE from AMA PRA Category 1 Credits.
This course is pre-approved for ACHE Qualified Education credit.
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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Talent Development
Strategic Thinking & Planning
Professionalism
Finance
Emotional Intelligence
Course & Competency
Matrix
Communication Effectiveness & Influence
CLEVELAND CLINIC LEARNING ACADEMY
Business & Change Management
The Course & Competency Matrix below provides a guide for course selection tied to the seven leadership competencies.
The primary competency developed is indicated with a red “x” while overlapping competencies are indicated with a
black “x.”
COURSES
A Leader’s Guide to Productivity Reports
X
Advisory Board National Meeting Series
X
Answer with H.E.A.R.T.SM
X
X
X
X
X
X
Best People..Best Fit: Identifying & Selecting Talent
X
Bringing Your Whole Self to Work
Budgets & More
X
X
Clash of the Generations: Managing Generations for Leaders
Clinical Risk Management & Patient Safety
X
X
X
X
X
X
X
X
Coach to Great Purpose
X
Coach with H.E.A.R.T.®
X
X
Coaching for an Outstanding Performance: Sustaining a Desired CC Experience
X
X
Communicating and Listening
X
X
X
X
Communicating with Influence and Impact
X
X
X
X
X
Conflict & Dialogue: Are Both Possible?
X
X
X
X
Cultural Differences at End of Life
X
Developing Healthcare Talent
X
X
X
X
X
Developing Your Leadership Presence
X
X
X
X
X
X
Foundation for Diversity, Inclusion and Cultural Competence
X
X
X
X
Healthcare Business Acumen: U.S. Hospital Simulation
X
Human Resources Fundamentals for Managers
X
X
X
X
Leading and Inspiring High Performance Teams
X
Leading Change
X
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
X
X
X
Inclusive Leadership
Infection Prevention
X
X
Emotional Intelligence (EQ) and Your Leadership Effectiveness
Fundamentals of Quality and Continuous Improvement
X
X
X
X
Designing Revenue Cycle Management around the Patient
X
X
Communication and Conflict Strategies for Leaders
Cultivating Networks and Partnerships
X
X
X
X
X
X
X
X
X
X
51
Talent Development
Strategic Thinking & Planning
Professionalism
Finance
Course & Competency
Matrix
Emotional Intelligence
CLEVELAND CLINIC LEARNING ACADEMY
Communication Effectiveness & Influence
Business & Change Management
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COURSES
Leading with Emotional Intelligence
X
Maximize Your Day: Time Management for Leaders
X
Overview of Cleveland Clinic Debt and Investment Portfolios
X
Presentation Zen – Simple Ideas on Presentation Design & Delivery
X
X
X
X
Project Management in a Culture of Improvement
X
Project Management: Introduction
X
Quality as Value in Healthcare: What do current changes mean?
X
Quality Improvement Practicum
X
X
X
R.E.D.E. to Communicate℠: Code Status
X
X
X
R.E.D.E. to Communicate℠: Delivering Bad News
X
X
X
R.E.D.E. to Communicate℠: Difficult Patient Encounters
X
X
X
R.E.D.E. to Communicate℠: Family Meetings
X
X
X
R.E.D.E. to Communicate℠: Foundations of Healthcare Communication
X
X
X
R.E.D.E. to Communicate℠: Helping Patients Change – An Introduction to
Motivational Interviewing
X
X
X
®
X
®
X
Respond with H.E.A.R.T.
S.T.A.R.T. with Heart
X
Situational Leadership (How to Delegate to Develop)
X
So Now You’re a Leader: First Steps in Your New Role
X
X
X
X
Staff Mentorship Orientation – for Professional Staff (MD’s, DO’s, PhD’s)
X
X
X
X
Strong Start: Making the Transition to Leadership
X
Successful Leadership Conversations
X
Successful Public Speaking
X
Tackling Life’s Challenges: Building Resiliency
Translating Strategy into Results
X
X
Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
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X
X
X
X
X
Understanding Financial Reporting
Working Through Conflict
X
X
X
X
X
X
X
X
X
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Course recommendations for
former Office of Learning and Performance Development
Leadership Tracks
Supervisor Track: Fundamentals of Supervision
Manager Track: Building Managerial Capability
Director Track: High Impact Leadership
Attention: With updates to the course offerings, tracks as they once were will no longer be available in their previous
configuration. Instead of having the Supervisor and Manager Tracks, courses will be designated as “Leading Others.”
Instead of the Director track, courses will be identified as “Leading Managers.” These course recommendations are for
those who are newer in their roles and/or new to the level (scope) of leadership. They are open to any leader who
wishes to further develop these skills.
Below are recommended courses as suggested replacements for the tracks.
Fundamentals of Supervision series - Suggested courses as replacements for the
 Strong Start – Making the Transition to Supervisor
 Communicating with Influence and Impact
 Communication and Conflict Strategies for Leaders
 HR Fundamentals for Managers
 Leading and Motivating High Performance Teams
Building Managerial Capability series - Suggested courses as replacements for the
 Communicating with Influence and Impact
 Leading with Emotional Intelligence
 Healthcare Business Acumen: US Hospital Simulation
 Leading and Inspiring High Performance Teams
 Leading Change
 Inclusive Leadership
High Impact Leadership series - Suggested courses as replacements for the
 Translating Strategy into Results
 Cultivating Networks and Partnerships
 Developing Healthcare Talent
 Strategic Decision Making
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Onboarding
New Caregiver Orientation
The foundation for a successful career at Cleveland Clinic starts with orientation. New Caregiver Orientation will
help familiarize new caregivers with the history, mission, culture and policies of Cleveland Clinic. During the
program, caregivers will participate in “Cleveland Clinic Experience” - a highly interactive session that explores
expectations of caregivers, their role in improving our performance, and what it means to live our mission, vision
and values on the job every day.
Target Audience: All new caregivers during week one of employment
New Leader Orientation
New Leader Orientation serves as the foundation for a successful transition into a leadership role at Cleveland
Clinic. During the one day program, new leaders will be familiarized with Cleveland Clinic’s strategic approach to
living out our mission and values, and achieving our goals. In addition, new leaders will participate in several
interactive activities to support understanding of the role and expectations of a leader at Cleveland Clinic, as well
as receive an introduction to the tools and resources a leader has to help them be successful.
Target audience: Leading Others*
*recommended for all new leaders within their first 90 days in the role
Register via the Cleveland Clinic Learning Center.
Onboarding Toolkit
Every patient deserves a world class Caregiver…right from the start! When a caregiver begins at Cleveland Clinic,
it is important that they feel informed, comfortable, supported, and prepared to handle the new responsibilities of
their position. New caregivers, new leaders, hiring managers and peer sponsors are invited to visit the Onboarding
Toolkit for information, tools and resources associated with supporting a world-class onboarding process.
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QuickBursts
QuickBursts are 1-hour workshops with a focus on improving self-awareness and building skills associated with a topic.
QuickBursts are scheduled upon request. For more information regarding QuickBursts, please contact
[email protected].
Target Audience – Leading Self: all caregivers
Collaboration (course code - PRO 2170)
This highly interactive workshop focuses on why collaboration is necessary and its barriers that block collaborative
efforts. Participants will identify their current ability to collaborate, ways to handle barriers, and the means to apply their
individual learning.
By the end of the Collaboration QuickBurst, participants will:
 Describe characteristics of effective collaboration
 Identify personal insights of collaborative abilities
 Develop ways to handle barriers and improve collaboration
Navigating Change (course code - PRO 2178)
Participants will learn to recognize the responses and reactions to change and how to deal with the technical and
emotional aspects of change. Participants will also develop ways of moving forward to successfully navigate change.
By the end of the Navigating Change QuickBurst, participants will:
 Identify elements of the change process
 Recognize reactions to change
 Develop ways of moving forward to successfully navigate change
Time Management (course code - PRO 2177)
This interactive workshop focuses on current level of time management skills, determining priorities, effective time use,
focus breakers and ways to improve. Participants will be able to identify action items that apply to their individual
situations.
By the end of the Time Management QuickBurst, participants will:
 Identify the skills and tools to effectively manage time
 Define priorities and examine the time matrix
 Develop skills and tools for handling focus breakers
Effective Listening (course code – IPC 891)
Beginning by discussing a basic model of communication and how people interpret meaning, in this workshop,
participants also learn common barriers to listening well. They practice active listening techniques and develop strategies
to incorporate these methods into their work and personal life.
By the end of the Effective Listening QuickBurst, participants will:
 Describe the communication process and the five types of listening
 Identify strategies to handle various listening barriers
 Develop proactive listening techniques
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eBursts
eBursts are on-demand, online classes that are interactive, 20 minutes in length, and include a case study, post-test,
and printable handout. Caregivers may register via the Cleveland Clinic Learning Center.
Target Audience – Leading Self: all caregivers
Change and Resiliency (course code – MSS 110e)
We all know change is happening all around us, both at work and in our personal lives. It is important to successfully
steer through change by being adaptable. This course will help you understand the stages of the change cycle and you
will be able to reflect on your own ability to bounce back during change. Strategies will be shared to assist you the next
time you are faced with change.
Course



Objectives:
Describe the change cycle
Examine personal levels of resiliency
Apply strategies to cope with change
Influence without Authority (course code - MSS 115e)
Regardless of your position in an organization, you already have influence and will continue to influence others just as
they influence you. Influence is the power to get your work done and your ideas heard and acted upon. Influence can
occur when you are performing your everyday responsibilities, persuading others to work as a team, or encouraging your
leader to respond to an issue and be a champion for your ideas. Influencing others is even tougher when they are in
other departments, your boss, or those with a higher position.
Course Objectives:
 Recognize the steps of the influence model
 Apply influencing skills by focusing on ways to create win-win situations
Drama to Empowerment (course code – MSS 120e)
We all experience drama in our everyday work and personal lives. In this drama, there are different roles that are played
– the helpless victim, the mean persecutor, and the rescuer that saves the day. What’s special about the Drama
Triangle is that you choose the role you get to play. This course is designed to help you move from a feeling of
helplessness/drama to a feeling of empowerment.
Course



Objectives:
Recognize the roles in the Drama Triangle
Increase personal awareness of one’s role in the Drama Triangle
Apply skills that will result in a transition from drama to empowerment
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Assigning the Right Patient Status – online courses
Assigning the Right Patient Status Online Training
Target Audience – Leading Self: Physicians, Fellows, Residents, Nurse Practitioners, Physician Assistants, Care
Coordination
We all know change is happening all around us, both at work and in our personal lives. It is important to successfully
steer through change by being adaptable. This course will help you understand the stages of the change cycle and you
will be able to reflect on your own ability to bounce back during change. Strategies will be shared to assist you the next
time you are faced with change.
Objectives - At the end of this course, the participant will be able to:
 Recognize how patient status placement impacts quality, compliance, and hospital revenue
 Define patient status and the criteria that applies to each status
 Use the Inpatient vs. Outpatient Observation Decision Tree to determine the patient status
 Identify criteria that support a patient status change
Register via: COMET Self Enrollment Courses, click the link for Assigning the Right Patient Status.
Assigning the Right Patient Status – Nursing Online Training
Target Audience – Leading Self: Nurses
This course describes the nurse’s role in ensuring that the nursing documentation response to treatment is accurate and
timely to support the physician’s decision regarding the patient status assignment. Although patient status does not
affect the world class care that you provide, this critical responsibility may affect the patient’s financial responsibility for
the services provided. In addition, it affects the hospital reimbursement, staffing and productivity levels, and ultimately,
our compliance with government payers.
Objectives - At the end of this course, the participant will be able to:
 Define patient status
 Identify criteria that support a patient status change
 Recognize the significance of patient status order in relation to other physician orders (e.g. diet, activity,
medication, and IV orders)
 Identify the appropriate time to receive patient status orders
 Describe your role in documenting and reviewing the patient status physician orders
Register via: Cleveland Clinic Learning Center
1. At the Search field in the upper left corner, type QCB 190e.
2. Click Start.
If you have questions or require assistance, please email Dee Simcox at: [email protected].
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CC Learning Academy
216-445-8899
[email protected]
CC Learning Center
[email protected]
COMET
[email protected]
CME Questions
[email protected]
Mailing Address:
Cleveland Clinic Learning Academy
Education Institute/NA22
Room NA2-49
9500 Euclid Avenue
Cleveland, OH 44195
For additional learning and development resources visit
Cleveland Clinic Learning Academy website
http://portals.clevelandclinic.org/ccla
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Cleveland Clinic Learning Academy http://portals.clevelandclinic.org/ccla
WINTER/SPRING 2015 CATALOG
4/7/2015 3:12 PM