Communication Presented by : Tammy Bennardo CMDRT Learning - - PowerPoint PPT Presentation

MDRD Effective Communication

Presented by : Tammy Bennardo CMDRT

Learning Objectives

 Understanding the basic concepts of

effective Communications

 Key Strategies for communication  How to improve your workplace

communication

 Diversity and Communication in the

Workplace

 All staff working in MDRD may need

to communicate with

 Patients  Visitors  Hospital employees  Vendor Representatives  Other healthcare facilities

Communication MDRD

Client Centered Service and Quality Improvement

 Providing safe Quality care to

patients and clients in the workplace

 Clients are our customers  Meet clients needs  Patients and their families are our

most important clients

Forming strong client bonds

 Cross departmental participation in

planning and managing new products, services or processes

 Communication  User feedback – to improve service

Total Quality Management

An organization wide approach to continuously improve the quality of the organizations processes products and services. Total Quality Management +MDRD= Quality

Benchmarking

 Tool used to evaluate various

aspects of processes in relation to best practice within their own industry

 Opens organizations to new

methods, ideas and tools to improve their effectiveness

 Reaching our to our peer hospitals

and sharing strategies

Steps to Excellent Client service

The five levels of customer relationship building are:

 Basic – Inform the unit of a product  Reactive – arrange for a unit in-service,

implementation, and follow up by requesting feedback

 Accountable – Follow up for improvements  Proactive – Contact client with suggestions

for new products or processes

 Partnership – meet on a regular basis to

improve performance

Effective Communication

Purpose:

 Introduce concept of communication  Demonstrate importance of

communication to quality patient service within department and all customers

The Communication Process

 Major way to influence the behavior

• f our business colleagues

 Communication will make the unit

function more efficiently

 Communication is the transmission

• f a message between two or more

people involving many factors

Embrace the tools

Major variables in communication

 Sender – uses symbols and skills to bring an

understanding of the message to the receiver

 Message – Verbal and non-verbal symbols that

represent the information we want to send

 Channel – what communication strategy is best

used to transmit the message

 Receiver - Primarily interested in listening and

providing feedback to the sender

 Perception – Sender and receivers perception of

the message which can be a challenge

 Feedback – Reaction to the message sent –

Verbal or non-verbal

Six steps to effective communication

 Who do I want to communicate with?

Critical to the overall success of the entire process

 What do I want to say?

Define your message

 How do I want to say it?

Ideally any message should gain attention and hold interest.

 What method works best?

Person to person, email, voice mail

Six steps to effective communication (contd.)

 How much money do I have to communicate

with? Communication has costs depending on how many people you need to communicate with

 Which communication method will work best?

How many people? Are they close or around the world? Timeliness, does your message need to go

• ut today or next week

 Did it Work?

Was the method effective in changing people’s behavior? Their reaction will let you know

Two Types of Communication: Verbal &Non Verbal

NON VERBAL

 Messages that are not encoded into words  55% of all our communication is done with

• ur body

 Facial expressions are very important  Nonverbal behaviors can help convey or

reinforce your message if appropriate

 When there is a discrepancy between

verbal and nonverbal, the nonverbal carries more weight

EYE CONTACT

 Strongest form of facial nonverbal

communication

 Looking directly at the listener

conveys openness and honesty

 Eye contact for more than 10

seconds can create discomfort and anxiety

POSTURE

 Posture is a good indicator of self-

confidence or status

 Attitude – Turning the body fully to the

• ther person may indicate interest

 Affective moods – Emotions are often

communicated through the face

 Approval seeking – people who nod their

heads to seek approval from another

SPACE

 How close we stand or sit with others

Social distance is usually 4 to 8 feet

 Office space – table and chairs

T Types of Communication:

VERBAL

 How we talk to each other impacts

effectiveness

 It’s not just what you say but how

you say it

 Voice quality and voice

characteristics will determine the way you are perceived

Verbal Communication

 Courtesy:

Say Hello and Goodbye, knock before entering doors, say please and thank you and apologize for making an error or causing someone distress

 Use of names:

Introduce yourself, smile and make eye contact

 Confidentiality:

Breach of patient confidentiality is a serious

• ffence and can lead to dismissal of the staff

member

Telephone, Voice Mail and E-mail

 Answer telephone promptly  Don’t put people on hold for long

• periods. Take their number and get

back to them

 Answer emails promptly – If you

know the answer will take you some time, email back and let them know you are working on it. Make sure you follow up and get back to them

Listening

 Listening is very important to

developing communication skills

 Goal is to understand the speakers

message

 Active listening also indicates respect

for the other person

Listening Do’s and Don'ts

 You should Hear, Understand, Interpret

and Respond

 Don’t jump from Hear to Respond without

making sure you understand

 Avoid interrupting  Maintain good eye contact  If you didn’t understand, ask questions to

clarify what was said so there is no misunderstanding

Emergency situations

 This can strain the customer’s ability

to communicate effectively

 Reassure and engage the customer  Remain calm and provide specific

advice

Obscene calls

 Obscene calls are upsetting to all

staff

 Inform the customer that their

conduct is inappropriate and if they do not cease to be abusive you will terminate the call and follow up with your leader to include a documented report.

Handling Complaints

 Remain calm; keep it professional  Listen without interrupting  Don’t take it personally  Don’t give your opinion  Know when to refer the problem to

your leader.

Risk Management

 Two approaches:

Reactive – After the incident Proactive – Preventing the next incident

Diversity in the Workplace

 Workplaces throughout Canada

include people representing different races, ethnic backgrounds, genders, ages, religious beliefs, physical and learning disabilities, political views, and approaches to the workplace

 The word “Diversity”, is defined by

being different/varied

Diversity in the Workplace Continued

 Workplaces need to foster positive

work environments that are free of stereotyping, discrimination, and harassment through their Human Resource polices, and Ethical Code of Conduct policies

 It is the employers responsibility to

enforce these policies to provide a safe working environment for all

Multigenerational Workplaces

 Many Canadian workplaces employ

up to 4 generations of workers

 These generations have experienced

significantly different events that have influenced their beliefs, values and behaviours

Types of Generations

 Traditionalists – born 1925-1942

Remain in the workforce longer, resist risks, respect authority

 Baby Boomers – Born 1943 and early

1960’s. Traditional work values, work long hours, currently are the largest group in management positions

Generations

 Generation X – born between 1960’s

and 1980’s. Not committed to one employer for a lifetime, value flexible work schedules, and time off. They are self reliant, and open to change

 Generation Y – born between l980’s

and 2000. Use to collaborating in teams, comfortable with technology. They are self confident, optimistic, less traditional/formal

Communication and the Generations Cont’d

 When different generations work

together, there is a positive

• pportunity for sharing experiences

and views. There is also potential for conflict

 Intergenerational team building may

be required to encourage each generation to learn to work collaboratively with each other

5 Key Strategies

• 1. When in doubt over communicate
• 2. Use Multiple Channels
• 3. Think like a journalist Who, What,

Where, When, How and most importantly WHY.

• 4. Be Audience focused
• 5. Be Authentic Say what you mean,

mean what you say.

Summary

 Good communication skills need to

be practiced routinely

 Communication is a complex process  Effective communication includes

both speaking and listening

 Effective communication skills are

the foundation to being a successful employee

QUESTIONS?