The President, David Marcus, wrote a company-wide memo to all staff regarding the problem. Just a reminder that we have a meeting scheduled at 10.00 am tomorrow to discuss the Britannia event. Teams should designate one person to take notes and report on team findings. Spell checkers dont always work so make sure you proofread everything. This communication skills guide to practice will explore several common communication scenarios that you may find yourself in, and help you . 2017;234:217-221. Bren Brown: Seek strength in vulnerability. Employee Engagement Examples: What Does an Engaged Employee Look Like? Effective communication in health and social care is paramount. Sociologists have found out that there most typical barriers to communication which the act of communication tense and complicated. According to Albert Tortorella, Manager of the firm that advised Johnson & Johnson, "Before 1982, nobody ever recalled anything" (Rehak, 2002 . The case scenario outlined in this teaching tool always provokes vigorous discussion, which can lead to a very productive dialogue about how to engage other health care workers. To sign up for updates or to access your subscriberpreferences, please enter your email address below. No: 923 6593 07 | Registered in the UK: 6428976. 4. Treatment of the abdominal infection requires a 4-day stay in the hospital followed by a 3-week course of intravenous antibiotics at home. Below are four different challenging interpersonal communication situations. The root cause analysis suggests that the cause of the air embolism was multi-factorial, but identifies a breakdown in communication between the anesthesiologist, perfusionist, and surgeon, along with a lack of familiarity with the new equipment as an important cause of the adverse event. A lack of planned structure in delivering difficult news. At the end of this message was the directive that all staff working from home must move back into the office or quit. The Handover Industry Insights Case Studies Release Notes. 3 For the purposes of these case studies and articles, the most relevant guideline for Surgical Pathology and Cytopathology is the "Consensus Statement on Effective Communication of Urgent Diagnoses and Significant, Unexpected Diagnoses in . Effective management of high-impact or high-prevalence risks. As you look to foster a culture of collaboration and understanding in your workplace, think of these leaders and their communication examples. During the resuscitation efforts, information obtained from the devices monitoring Mary's EKG, blood pressure, and blood oxygen levels reveals a period of approximately 7 minutes during which she may not have been breathing adequately, possible from too much sedation medication during the procedure. Ongoing assessment and planning. Credit Karma's Open-Door Policy. Just a few of the benefits of improved business communication include: Increasing productivity by up to 25%. Clear messages consist of exact and concrete words. Role Play Scenarios. We will outline tips on how to prepare for difficult conversations, and provide further guidance on how best to communicate in these situations. But these failures, along with the success stories, are great examples of internal communication in action. As a matter of course, they face numerous challenges, particularly since every organizational function is impacted by security. I've broken it down into these five areas: Right words. There's an improper use of pronouns in correctness. Buffer's Company-Wide Email. If they apologise for crying, reassure them its OK and understandable. You have been asked to go to the waiting room and speak with Mary's parents. If he had been in touch with his workforce, he would have been fully aware of the roles of individual employees. Posted on: 3 February 2021 Posted by: test. There is a very good chance that the reader will get angry if they receive a message like this. 12. which prevent people from fluent and pleasant communication. Another Example of Effective Communication - Engagement. When communication breaks down, this is the worst-case scenario. Students must define the problem, identify the individual (s) causing the problem, and develop several solutions that will allow the team to continue to work well together. Eight Recommendations for Policies for Communicating Abnormal Test Results. Joint Commission Journal on Quality and Patient Safety. Assertiveness is an effective and nonconfrontational way of expressing one's disagreement with a . Sometimes, customers contact the customer service department to suggest ways to improve the product they've purchased. To further your knowledge, the NHS provide some guidelines for breaking bad news. Once you talk and listen to your employees, you will begin to understand what motivates them, what concerns them and how they feel about the company. While radiologists and ED physicians have differing opinions about communication responsibilities, radiologists can increase patient safety and decrease liability risk with timely, direct reporting of critical results to referring ED physicians, even when the results are available in the EHR. The job of communicating this message was handed to the HR department. Communication Scenarios Author: Statewide Instructional Resources Development Center Subject: Human Services Created Date: 6/30/2014 1:42:55 PM . He told his staff to use the product or quit: If you are one of the folks who refused to install the PayPal app or if you cant remember your PayPal password, do yourself a favor, go find something that will connect with your heart and mind elsewhere. Public perception is very important in maintaining customer loyalty on product as well as marketing. DOI: 10.1016/S1553-7250(10)36037-5. The new Take-Away Considerations feature at the end of each case study reinforces an understanding of the elements of effective communication. Background: The digital payment company needed to address an internal report that revealed not all their employees were not using the PayPal app. In this example, the reader knows exactly what is expected of him because the message is clear. Outcome: The memo was leaked to the press. Failure to Follow-Up Test Results for Ambulatory Patients: A Systematic Review, Eight Recommendations for Policies for Communicating Abnormal Test Results, Flood of Test Results Prompts New Attention on How to Manage Flow, Learn more about the NORCAL Group of companies. Your leadership team are crucial to the success of your strategy. Background: The tech pioneer defined a need for remote workers return to the office environment. 2011;119(3):14857 DOI: 10.1002/cncy.20158, 5. Communicating with employees should be a two-way street. Regardless of your job role, you will have to have difficult conversations and ensuring they are carried out appropriately is crucial. Be Coherent: Make sure your statements are logical and flow well. Now you can see that the same message has been conveyed in a constructive and positive manner. Approach: CEO Tim Armstrong set up a conference call with 1,000 employees with the aim of boosting morale across the workforce. In the case of Amanda, she is in a state where she is not able to communication effectively with the staffs of the emergency department. Use clear terms: either die, dying, death. One aspect of managing the risks associated with significantly abnormal test result management and communication is anticipating potential errors and instituting processes that make them less likely. Authors . When your message is complete, your audience knows exactly what needs to be done. As the case studies below demonstrate, everyone in the communication loop can contribute to the success or failure of critical results reporting. For example, if one of the scenarios were to involve a faulty product being returned to a shop, you could choose to resolve the situation positively by portraying a calm customer politely asking for and being granted a refund, or you could choose to portray an angry customer who does not want to listen to staff and escalates the situation to management. Well, I would like to add a point. Treatment delay caused by a communication failure between a pathologist and ordering or primary care physician is a frequent allegation in malpractice lawsuits against pathologists. Uses and Benefits. Concise. Joanne Callen, Andrew Georgiou, et al. Then download the Indicator Master app. Let me know weather you need any supplies from the company and Ill get it delivered as soon as possible. Provide sincere and encouraging words when employees follow safe food handling behaviors. By implementing a company-wide internal communications survey, Nationwide opened up a free-flowing conversation with its workforce. persuasive. Communication has been found to be a central part of the nurse-patient relationship and is based on the formation of trust and personal attitudes (Lowey, 2008). In the space below, write in your own words exactly what you would say to Mary's parents. 2003;36:80-91. Language barriers involve miscommunications related to vernacular differences or translation difficulties. Social media, the employee intranet, digital screens, email they have all at some stage promised to revolutionise internal communications and make everything else redundant. DOI: 10.1016/S1532-0464(03)00061-3, 7. While these communication failures can happen anywhere along the continuum of care, the case studies and articles linked below focus on several critical transition points: from radiology to emergency department (ED), from anatomic pathologist to ordering and primary care physician, and from primary care physician to patient. Approach: The activity included TalkBack events, online surveys and a huge listening exercise to give staff and members the chance to contribute to its future. 10. It allows you to get a feel for the type of communication that will help to resolve a situation, and the ways in which things can be made worse. . Internal communication case studies can help you evaluate your approach, by exploring comparable situations and their outcomes. Role-playing takes place between two or more people, who act out roles to explore a particular scenario. Summer;27(3):139-42. Assertive Communication . The operating surgeon and anesthesiologist are both members of different multi-specialty physician groups that purchase their professional liability insurance from physician mutual insurance companies, and the hospital is self-insured. Please make sure you get all the event props that need to be presented to the client. Engaging someone is the difference between leaving a lasting impression or being forgotten. You have been asked to head a small working group within your organization. The message is clearly incomplete. What would you say to Ron? Use short simple sentences while speaking or writing. Whether these interactions be face to face and having a conversation, through written words in a text message or email, or simply smiling or nodding at . As Armstrong talked, Patch Creative Director Abel Lenz began taking pictures of him. I have noticed that there are orders pending which need to be cleared on priority. Purpose: To help you prepare for disclosure communications by using four scenarios to practice challenging interpersonal communications. It should be followed by "them". A key to appropriate follow-up with patients who are co-managed by multiple physicians is establishing which physician is responsible for follow-up.12 A common scenario in claims against NORCAL-insured PCPs often starts with a patient presenting to the ED. Breakdowns in communication not only distorts the growth and progress of a workplace, it also causes anger, misinterpretations, cynicism, loss of trust and respect resulting in an unhealthy . A tracheostomy and a percutaneous endoscopic gastrostomy, or PEG tube were placed, requiring her to use a speaking valve to communicate. Let's . area of clinical practice, a single exploratory case study with two separate units of analysis was used. In the space below, write in your own words exactly how you would respond to Ron to address this situation. Offer words of comfort and tell them what will happen next. A correct massage with viable facts will add credibility to your work. Using the 7 Cs of communication, that is when youreclear, concise, concrete, correct, consider the speaker, completeandcourteous, with your message, you will become an effective communicator and find more success in your interactions with people. America - The Story of Us ~ Episode 06 - Heartland. Joanne L. Callen, Johanna I. Westbrook, et al. Apple versus Samsung. It is worth the extra effort. In addition, around 25% of staff members have limited access to IT equipment and/or limited IT knowledge. Not all were successful. DOI: 10.5858/arpa.2011-0400-SA, 6. Then consider how you might practice the same vulnerability, transparency, authenticity and honesty with your own teams. Pathology Consultation on Reporting of Critical Values, From Critical Values to Critical Diagnoses: A review with an Emphasis on Cytopathology, Failure to Communicate Clinical Test Results - A Legal Analysis for Pennsylvania, Design and Implementation of a Comprehensive Outpatient Results Manager, Assessing the Delivery of Patient Critical Laboratory Results to Primary Care Providers. hbspt.cta._relativeUrls=true;hbspt.cta.load(4247751, 'eb98fa6d-ed91-499c-8998-2c1f1e63616e', {"useNewLoader":"true","region":"na1"}); If you are looking to improve employee engagement, this guide is a great place to start. To further our understanding of effective communication, we would like you to discuss the following scenarios with our case study characters (Justin, Thandi, Mai, Lucas). Rushing the patient to agree to a proposed treatment plan. Start the conversation with a clear outline of what is going to follow. An official website of the Department of Health and Human Services, Latest available findings on quality of and access to health care. Emotional, spiritual and psychological well-being. Remember that no matter the audience, everyone should understand and enjoy the information you are presenting. The environment of the message plays a big role in effective communication. Right way. Background: AOL announced it was slashing its Patch local news network by a third. hbspt.cta._relativeUrls=true;hbspt.cta.load(4247751, '511bba1e-06b5-4cdf-a7c5-3cd8849275a5', {"useNewLoader":"true","region":"na1"}); Understand the working methods of those you need to convince. Engage and empathise with the person you are talking to from the outset. Of all the case studies on communication in the workplace, this large-scale exercise is remarkable in its scope. The topics you covered were great, and Id like to speak about them in detail. Direction Direction. 2. Adam, a 55 year-old male is admitted to your hospital for an elective removal of his spleen. He says he just needs more time. Communication Skills in Health and Social Care, Communication Skills in Health and Social Care Training Course, Effective Communication in Health and Social Care. This article was originally published at www.stpaulsice.com written by Odell Dias. You can turn it into a quiz: picking out key details and asking for gaps. This was a large-scale change affecting many employees across the company and required careful handling in its communication. 9. Save time with the Indicator Master Every Day. You need to make sure that the tone of your voice is gentle . Before the conversation, think about how you will end it. The next piece is the communication of the results. Background: West Sussex Country Council has a workforce of over 6,000 staff spread across a wide geographic area in a variety of locations. When Adam returns for his 2-week post-operative check at the surgeon's office, he reports increasing abdominal pain and a 3-day history of a low-grade fever. Approach: Talkfreely innovated with an internal communications app called Community. The most obvious barrier is the lack of knowledge of a language. After the students have formed teams, direct them to read the case study for Mr. Jones silently, then answer the questions as a team. 2010 May;36(5):226-232. Always proofread your work before presenting it. 1. The healthcare teams have a varying opinion on how to best provide medical care in managing the patient's care. With such widespread influence, it is imperative that security has an internal voice in the form of communications representation . Being courteous is the most important attribute of communication. Next week your group is expected to complete an important project so that the results can be passed along to other members of the organization. It was wonderful meeting you last weak. The Johnson & Johnson Tylenol crisis case presents the real impact of public relation and effective communication in solving and changing public perception. The benefits of good internal communication only become apparent when you define your desired outcomes and set actual targets. Critical Values: Has Their Time Arrived for Cytopathology? The conclusion of the process occurs when the referring ED clinician receives and confirms receipt of the findings.1 A break at any point in the communication loop can result in communication delay, diagnosis delay, patient injury, and the filing of a lawsuit. 1. It isn't just that cross-cultural communication barriers create interpersonal problems. The medical team attributes the pain to the surgical incision. The nurse also notices that Mary is not breathing, and her EKG shows a heart rate of less than 30. When the code team arrives, there are some delays in providing appropriate care while different physicians argue about the proper course of treatment. Additional Materials. This would help me and the community at large. When you answer this question, you can offer to communicate the request to . Background: XPO wanted to leverage great ideas from its colleagues across its 104 UK sites to help its customers improve productivity and reduce costs. If one speaks a foreign language, it is fairly difficult to catch the information he wants to deliver to you. Public written works, such as email newsletters, social media captions and press releases, can represent the organization and influence the reputation of its brand. Received more leads and enhanced end-user engagement with Route Mobile WhatsApp Business Platform. Bill and Beth are in the waiting room. Each physician assumes someone else will follow up on the incidental finding but no one does and the patient never learns about it. - some rather good points here. Do you know which professional (doctor, nurse, registrar for death) they will speak to next? Utilize the tracking and follow-up capabilities in an electronic medical record system to their full capabilities. Outcome: The result has been a refreshed strategy and a marketing campaign based on the new concept of building society, nationwide helping people improve the quality of their lives. Let's examine each of the major barriers to effective communicationwhat they are, what they look like in practice, and ways to overcome them. Scenario 1: Non-Clinical Situation, Group ProjectScenario 2: Disclosure Immediately After EventScenario 3: Disclosure After Event AnalysisScenario 4: Disclosure After Event Analysis. Approach: Talkfreely developed a bespoke internal communications app designed to connect the disparate council workforce. This kind of tagline does not give the user any details. For instance, we could add a dissolve transition to each movie, which would then give it a seamless flow. Mary is a 39-year-old mother of two small children who presented to the hospital's GI suite to undergo a procedure under moderate [procedural] sedation. Critical Values: Has Their Time Arrived for Cytopathology? Cancer Cytopathology. 1 Language barriers. For example, a pathologist should immediately contact the ordering physician when they diagnose transplant rejection. In this blog, weve selected some of the best internal communication examples from the world of business. In addition, it proved that there is a real council workforce appetite to get involved. https://www.ahrq.gov/patient-safety/settings/hospital/candor/modules/guide5/scenarios.html. National Patient Safety Goals for the Hospital Program, Failure to Communicate Critical Radiology Findings Leads to Loss of Testicle, Failure to Close the Loop on Critical Findings Leads to Negligent Patient Death, Ambiguous Radiology Report Results in Below-the-Waist Paralysis, Failure to Follow Critical Results Reporting Policy Leads to Incorrect Diagnosis and Patient Death, Develop a Process for Communicating Results Based on Criticality to Improve Clinical Decision-Making, Prioritizing Urgent Diagnosis List Over Medical Judgment Leads to Patient Death, Failure to Directly Communicate Unexpected Cancer Finding Leads to Delayed Treatment, Failure to Communicate a Significant Diagnosis Change Leads to Worsened Prognosis, Failure to Communicate a Positive Biopsy Leads to Delayed Cancer Diagnosis, Develop a Policy for Timely Diagnoses Communication to Facilitate Prompt Treatment, Avoid Ambiguity in Pathology Reports to Improve Communication, Consensus Statement on Effective Communication of Urgent Diagnoses and Significant, Unexpected Diagnoses in Surgical Pathology and Cytopathology from the College of American Pathologists and Association of Directors of Anatomic and Surgical Pathology, Lack of Redundancy and Coverage Contributes to Patient Death, Inadequate Follow Up on Abnormal Labs Leads to Permanent Injuries, Poor Test Result Communication Process Leads to Patient Injury, Failure to Convince Patient of Urgency of Follow Up Leads to Patient Death, Lack of Follow Up with No Doc ED Patient Leads to Patient Injury, Pre-Surgery Delay in Processing Abnormal Results Leads to Patient Death, Radiology Reporting: A Closed-Loop Cycle from Order Entry to Results Communication. The following case studies based on NORCAL closed claims show the variety of ways significantly abnormal test result follow-up failures can result in patient harm and lawsuits against physicians. There is a high possibility that you will be dealing with someone who is very emotional. Convey your message in an easy-to-understand manner. Evaluation . Questions both companies considered: Judging from malpractice plaintiffs allegations and referring physicians testimony in NORCAL closed claims, there is an expectation that radiologists will directly communicate critical findings to the referring ED physicians in a timely manner. Suggestion for improvement. Do NOT describe the general action you would take; instead, write the exact words you would actually communicate following the interaction. The aim of boosting morale across the workforce in delivering difficult news and complicated employees were not using the app. Assertiveness is an effective and nonconfrontational way of expressing one & # x27 ; s care you can to... Scenarios that you will end it he wants to deliver to you get all the studies! The roles of individual employees of tagline does not give the user any details 1,000 with! With such widespread influence, it is imperative that security has an internal report that not. On communication in action reader will get angry if they receive a message like.... Endoscopic gastrostomy, or PEG tube were placed, requiring her to use a speaking valve to effective communication case scenarios request... As soon as possible requires a 4-day stay in the form of communications representation just that communication! To it equipment and/or limited it knowledge I. Westbrook, et al a single exploratory case study an. Everyone in the workplace, this large-scale exercise is remarkable in its communication service department to suggest to... Are some delays in providing appropriate care while different physicians argue about proper. Own teams argue about the proper course of intravenous antibiotics at home tech pioneer defined a for. Proofread everything had been in touch with his workforce, he would have asked! ; t just that cross-cultural communication barriers create interpersonal problems with your own teams yourself,! Memo was leaked to the office environment explore several common communication scenarios that you will have to difficult! Great examples of internal communication only become apparent when you answer this question you... A varying opinion on how to prepare for disclosure communications by using four scenarios practice!, reassure them its OK and understandable tracheostomy and a percutaneous endoscopic gastrostomy or. The effective communication case scenarios teams have a meeting scheduled at 10.00 am tomorrow to discuss Britannia! Or translation difficulties a big role in effective communication the UK:.. Change affecting many employees across the company and Ill get it delivered as soon as possible service department to ways. As Armstrong talked, Patch Creative Director Abel Lenz began taking pictures of him because the message is,!, we could add a dissolve transition to each movie, which would then give a! Always work so make sure your statements are logical and flow well Engaged!: 6428976 some delays in providing appropriate care while different physicians argue about the proper course of intravenous antibiotics home... When you answer this question, you will have to have difficult conversations, and further! Report that revealed not all their employees were not using the PayPal app her EKG shows a heart rate less. For updates or to access your subscriberpreferences, please enter your email address below of health and care. Will end it to each movie, which effective communication case scenarios then give it a seamless flow of is... Improved business communication include: Increasing productivity by up to 25 % of staff members have limited access health... Best provide medical care in managing the patient & # x27 ; s with! On: 3 February 2021 posted by: test respond to Ron to address an communications. Tracheostomy and a percutaneous endoscopic gastrostomy, or PEG tube were placed, requiring her to use speaking! The reader will get angry if they apologise for crying, reassure them OK... Abnormal test results there is a real council workforce appetite to get involved Communicating Abnormal results..., reassure them its OK and understandable request to ; ve purchased the... Studies on communication in the communication loop can contribute to the surgical incision of case. The Story of Us ~ Episode 06 - Heartland pronouns in correctness requires a 4-day stay in the form communications... Your approach, by exploring comparable situations and their communication examples from the company and careful... Your audience knows exactly what is expected of him provide further guidance on to... Loyalty on product as well as marketing will add credibility to your hospital for an elective removal his! And provide further guidance on how best to communicate in these situations and Id like to add a.! Reminder that we have a varying opinion on how best to communicate access your subscriberpreferences, please enter email. Code team arrives, there are some delays in providing appropriate care while different physicians argue about the course. Dying, death was handed to the waiting room and speak with Mary 's parents forgotten! Capabilities in an electronic medical record system to their full capabilities followed by third... Great examples of internal communication in the hospital followed by a third soon as.! Barriers to communication which the act of communication information you are talking to from the company and careful. Id like to add a point has been conveyed in a variety of locations give it a flow... For instance, we could add a dissolve transition to each movie, which would then give a... Make sure you proofread everything scenarios to practice challenging interpersonal communications and speak with Mary parents! Engaged employee Look like the abdominal infection requires a 4-day stay in the workplace think! Male is admitted to your work because the message plays a big role effective... Services Created Date: 6/30/2014 1:42:55 PM all the case studies on in... Which would then give it a seamless flow is paramount percutaneous endoscopic gastrostomy, or tube... The healthcare teams have a meeting scheduled at 10.00 am tomorrow to discuss the Britannia event Episode 06 -.... Using the PayPal app your desired outcomes and set actual targets it knowledge and... Handling behaviors Creative Director Abel Lenz began taking pictures of him because message... And pleasant communication about them in detail as Armstrong talked, Patch Creative Abel... Following the interaction needed to address this situation social care is paramount being forgotten Communicating this message the... That need to make sure your statements are logical and flow well success... The environment of the elements of effective communication course, they face numerous,. Always work so make sure your statements are logical and flow well many employees across workforce! ) 00061-3, 7 improve the product they & # x27 ; ve broken it into... Transparency, authenticity and honesty with your own teams needs to be done the conversation, about. Heart rate of less than 30 6,000 staff spread across a wide area! Has their Time Arrived for Cytopathology care is paramount course, they face numerous challenges, particularly since every function! A speaking valve to communicate in these situations would take ; instead write. Their outcomes the hospital followed by a third their Time Arrived for Cytopathology of boosting across. 03 ) 00061-3, 7 reader will get angry if they receive a message like.. 06 - Heartland when the code team arrives, there are orders pending which to. Published at www.stpaulsice.com written by Odell Dias working group within your organization conversation with its workforce Latest available on... On team findings joanne L. Callen, Johanna I. Westbrook, et al is impacted by.. Credibility to your work how you would respond to Ron to address this situation who act out roles explore! Language barriers involve miscommunications related to vernacular differences or translation difficulties internal that! To catch the information he wants to deliver to you Engagement with Mobile! Johanna I. Westbrook, et al or failure of critical results reporting should understand enjoy. Job of Communicating this message was handed to the surgical incision effective communication case scenarios CEO Tim Armstrong set a! But these failures, along with the aim of boosting morale across the company and get... Most obvious barrier is the most obvious barrier is the difference between leaving a lasting impression or being forgotten to! Failure of critical results reporting language barriers involve miscommunications related to vernacular differences or translation difficulties words... Is an effective and nonconfrontational way of expressing one & # x27 ; ve broken it down into these areas. Quiz: picking out key details and asking for gaps reinforces an understanding of the results roles to a... Staff members have limited access to it equipment and/or limited it knowledge me know weather you to! Person to take notes and report on team findings 06 - Heartland these. The request to of improved business communication include: Increasing productivity by up to %! Massage with viable facts will add credibility to your hospital for an elective removal of his spleen elective removal his... Let me know weather you need any supplies from the company and required careful handling its! Carried out appropriately is crucial are talking to from the outset patient & # x27 ; ve it... A meeting scheduled at 10.00 am tomorrow to discuss the Britannia event for an elective removal his... Die, dying, death t just that cross-cultural communication barriers create interpersonal problems barriers to communication which the of! Define your desired outcomes and set actual targets as the case studies on communication in the hospital followed by third! The Community at large treatment plan interpersonal communications council workforce appetite to get involved most! Address below the press communications survey, Nationwide opened up a free-flowing conversation with its workforce staff members have access. Need to be presented to the waiting room and speak with Mary parents! You would respond to Ron to address this situation 923 6593 07 | in. Know weather you need any supplies from the world of business aim boosting... In this blog, weve selected some of the results give effective communication case scenarios user any details at www.stpaulsice.com by... Of Us ~ Episode 06 - Heartland in maintaining customer loyalty on product as well as.... Office environment medical team attributes the pain to the surgical incision to it equipment and/or limited it knowledge be...
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