“Impacting Change Through Effective Communication” · “Impacting Change Through Effective...
Transcript of “Impacting Change Through Effective Communication” · “Impacting Change Through Effective...
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“Impacting Change Through Effective Communication”
Quality Care Community Conference XIII
December 13, 2012
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Clyde Riggins Jr.
Assistant Director of Hospitals, LMP
Today’s Facilitators
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Impact of Poor Communication
Communication Process
Challenges with Communication
Ways to Improve your
Communication Style
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Impact of Poor Communication?
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Impact…
• Ineffective Teamwork
• Poor Patient & Staff Relations
• Low Satisfaction Scores
• Unhappy Work Environment
• More Resident Care Errors
• Reduced Resident & Worker Safety
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The Communication Process…
Effective Communication
Message
Receiver
Feedback
Sender
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Barriers to Effective Communication
Internal:• Cultural Norms
• Physical Issues
• Personal Style
• Personal Experience
• Personal Mood
• Personal Expectations
• Personal Focus
External:• Words/Jargon
• Noise
• Sound Level
• Focus on Listener
• Expectations of Listener
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Listening for Understanding…
• Suspend pre-conceived notions
• Ask follow-up questions
• Restate/Rephrase for understanding
• Let them finish their thought
• If there are inconsistencies, probe for understanding
• Listen for feelings as well as thoughts
• Wait for them to talk after you ask a question
• Show understanding through non-verbal behaviors:
– Posture
– Tone of Voice
– Facial Expressions
– Gestures, body movements
– Eye contact (depends on culture)
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Improving Your Style…
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Tips for Providing Feedback…• Make it simple
• Provide the behavior which led to the feedback
• Use careful language
• Comes as soon as appropriate after the behavior
• Empathize
• Is direct from the Sender to the Receiver
• Prepare for difficult situations
• Is owned by the Sender who uses “I” messages
• Check for clarity to ensure the receiver fully understands what’s being conveyed
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Evaluation
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