Caring Out Loud – Narrating Care Before, During, and After explores how proactive communication can reduce patient anxiety, strengthen trust, and create a more transparent care experience in high-tech imaging environments.

In fast-paced radiology settings, patients are often left to interpret unfamiliar sounds, delays, procedures, and equipment on their own. This session equips AHRA members and their teams with practical communication techniques that help patients feel informed, reassured, and supported throughout every stage of the imaging experience.

Participants will learn how to consistently explain what is happening, what to expect next, and why it matters before, during, and after exams without disrupting workflow or efficiency.

Through the Caring Out Loud approach, leaders and teams will strengthen patient understanding, improve consistency across interactions, and reinforce a culture where communication becomes an intentional act of care.

Learning Objectives

1. Use clear, real-time narration to explain each step of the imaging process before, during, and after exams.
2. Apply communication techniques that reduce patient anxiety and improve understanding in high-tech environments.
3. Integrate standardized “Caring Out Loud” behaviors into daily workflows to enhance consistency and patient experience.

Removing Our Verbal Graffiti – Creating a Language of Caring focuses on the critical role language plays in shaping trust, culture, and the overall care experience. Every word either builds trust or erodes it.

Teams identify and eliminate verbal graffiti:

• Jargon
• Acronyms
• Casual dismissive phrases
• Unintentional tones

Learn how to replace verbal graffiti with clear, human, and reassuring language that creates a shared vocabulary of trust across roles and departments.

Getting to YES! in a Culture of No focuses on service recovery as a powerful trust accelerator. When trust is tested, the way leaders and teams respond often matters more than the resolution itself. This session reframes service recovery as an everyday leadership behavior, not a one-time fix or standalone program.

Participants will engage with the Solving for YES framework, a practical approach that shifts responses from defensiveness to empathy, excuses to ownership, and silos to shared accountability. Rather than sitting on a shelf, this work becomes an embedded, evolving part of your culture.

Through this process, leaders will begin building Radiology-specific “If-Then” Always Plays®—clear, values-driven responses that guide teams in real moments of challenge and continuously reinforce trust, alignment, and accountability.

Speaker: Jake Poore, President & Chief Experience Officer, Integrated Loyalty Systems

Learning Objectives

1. Apply the Solving for YES framework to transform service recovery moments into opportunities to build trust.
2. Shift team behaviors from reactive and siloed to proactive, empathetic, and accountable.
3. Develop “If-Then” Always Plays® that reinforce consistent, values-based responses across the department.

Defining Your Department’s True North Cultural Compass guides leaders in translating organizational vision into meaningful, department‑level behaviors that strengthen clarity, alignment, and trust. Radiology creates more than images—it creates confidence and hope—and this session helps teams reconnect to that purpose amid daily pressures.

This leadership webinar provides the tools, language, and framework needed to define a departmental True North—a shared cultural compass that anchors decisions in purpose and care. Leaders will learn how to identify the specific, observable behaviors that bring culture to life, moving from aspiration to application to build a Culture of Always where aligned behaviors guide every caregiver, every patient, every day.

Finding Your “Why” – Connecting People to Purpose explores how shared purpose strengthens trust, breaks down silos, and reconnects teams to the deeper meaning behind their work. When people understand why they do what they do — and know that others see and value it — engagement rises and collaboration accelerates.

Participants will reconnect to:

• Why they chose medicine
• Why radiology matters
• Why their role impacts every patient journey

Unleashing the Power of Connections sets the tone for the entire leadership series by making trust tangible from the very first session. This immersive kickoff invites caregivers in radiology to experience the same care, respect, and presence they are expected to deliver every day while also confronting an important realization: healthcare has long excelled at caring for the body, yet often misses the human connection that makes care truly healing.

This session surfaces that blind spot and reframes the work, reminding leaders that the way we treat each other must mirror the way we treat our patients. When trust is strong internally, it shows up naturally, consistently, and authentically in the care delivered externally.

Participants are introduced to the Human + Business + Human® framework, a practical approach for restoring balance between clinical excellence and human connection in everyday interactions, routines, and protocols. Leaders learn how to transform meetings into moments that strengthen belonging, build psychological safety, and reinforce that people matter.

The session also equips leaders with simple, actionable tools to build trust quickly and authentically. An Emotional Pulse Check helps leaders understand how their teams are truly doing before shifting focus to results. Ask · Remember · Do® replaces transactional exchanges with meaningful follow-through that builds credibility and loyalty over time. The Employee “About Me” Survey accelerates connection across roles and departments.

Learning Objectives

1. Apply connection-first leadership behaviors to build internal trust that visibly improves employee engagement and patient care.
2. Apply the Human + Business + Human® framework to everyday interactions to balance performance, belonging, and psychological safety.
3. Use practical trust-building tools to shift interactions from transactional to relational.