Why Is Communication So Important? · 8 15 Generational Characteristics Consistency, uniformity,...
Transcript of Why Is Communication So Important? · 8 15 Generational Characteristics Consistency, uniformity,...
1
1
Copyright 2017 State Volunteer Mutual Insurance Company
Effective Communication:
Physicians, Staff & Patients
2
Why Is Communication So Important?
Physicians• 66 % of
medical errors
Staff • Turnover
Patients• Care &
wellbeing
2
2
33
Leadership Requires Effective
Communication
What you say to others
How others hear you
How you hear others
Do the messages match
Gossip
Silent acknowledgement
44
How Are You Doing?
Leaders
93%
7%
Effective Ineffective
Employees
11%
89%
Effective Ineffective
3
5
Keys to Effective Communication
Connect personally
Engage in the conversation
Ask the question you want answered
Listen for the answer
Explain the why & why not
Reflective listening
5
6
Communication Styles
6
Assertive
Passive Aggressive
Respecting your rights AND the rights of others
Respecting others rights but NOT
your ownRespecting your own rights but NOT
the rights of others
4
7
Be Assertive
Behavior
Action-oriented, firm
Realistic in expectations,
fair & consistent
Communication style
Attentive, confident, relaxed posture
Expressive tone &
gestures
Confrontation & problem solving
Confronts problems at the time they
happen
Does not let negative
feelings build
7
8
Emotional Intelligence (EQ)
How we:
Manage behavior
Navigate social
complexities
Make personal decisions
8
Achieve positive results
5
9
Emotional Intelligence
• Perceive your emotions
• Aware of them as they happenSelf Awareness
• Flexible
• PositiveSelf Management
• Pick up on emotions of others
• Understand what is occurringSocial Awareness
• Use emotions to manage interactions successfully
Relationship Management
9
10
Understand Who You Are Talking To
• Mode – face-to-face, phone, emails, texts
• Style – formal, abbreviationsCommunication
• Lazy & entitled vs difficult & stubborn
Negative stereotypes
• Time spent vs performanceCultural
expectations
6
11
Traits & Characteristics
Task
Focus
Extroverted
People
Focus
Introverted
Perfectionism
Approval
Seeking
Controlling
Attention
Seeking
11
Get it right
Fears criticism
Get it done
Fears failure
Get along
Fears loss of security
Get appreciated
Fears rejections
12
General Population - DISC
15%
30%
35%
25%
Controlling Attention Seeking
Approval Seeking Perfectionism
12D=10-15% I=25-30% S=30-35% C=20-25%
7
13
Physician Population - DISC
49%
15%
7%
29%
Controlling Attention Seeking Approval Seeking Perfectionism
13
14
Generations in the Workplace
2%
29%
34%
34%
1%
Traditionalists Baby Boomers Xers Millenials Zs
Pew Research Center 05.11.2015
8
15
Generational Characteristics
Consistency, uniformity, privacy, authority, formal, hardworking, struggle with change, LOYAL
Traditionalists 1925-1945
Optimistic, career=identity, team oriented, relationships, hardworking, overly sensitive, OPTIMISTIC, COMPETITIVE
Baby Boomers 1946-1964
Technoliterate, think globally, independent, hardworking till 5, impatient, SKEPTICAL
Generation X 1965-1980
Optimistic, civic duty, social, diversity, want value to work, struggle with hierarchy, REALISTIC
Millennials 1981-2000
Expect immediate information from management, impatient, instant gratification, want mentors as managers, DREAM JOB
Generation Z
> 2001
15
16
Cultural Implications
Behavior, Interaction & Communication Preferences
Age
Religion
Race, Ethnicity
16
9
17
How Others Hear Us
Words7%
Body Language
55%
Tone of Voice38%
Mehrabian, Albert 17
18
Effective Body Language
Arms open
Body orientation, physical barriers
Lean forward
Head nodding
Slow, steady breathing
Pause before responding
Eye contact
Same level
18
10
19
Positive Body Language Trumps IQ
Changes attitude
Increases testosterone
Decreases cortisol
Makes you more likeable
Conveys competence
Powerful negotiation tool
Improves emotional intelligence
19Bradberry, Travis. “How Body Language Trumps IQ”. 02.28.2016.
https://www.linkedin.com/pulse/how-body-language-beats-iq-dr-travis-bradberry
20
But How Do They Hear Us On the Phone?
TONE
OF
VOICE
86%SVMIC Risk Evaluation Data 20
11
21
Tone of Voice
Tells patients who you are
Makes you different
Builds trust
Used to influence and
persuade
Become firmer or deeper,
never louder
Sit up straight
21
2222
Communication Techniques
You sound upset
Tell me about it
What would you like me to do
Here’s what I would like to do next
Agree in principle
Thank you for sharing your feelings, experience
Blameless apology
I can
vs.
I can’t
12
23
Verbal vs. Written Communication
Verbal Written
Groups, attachments
Not time sensitive
Written record
Succinct & tone
Time sensitive
Difficult conversation
Confidential
Tone of voice & body language
23
24
Verbal Communication Tips
Difficult conversations
Tone of voiceBody
language
Be preparedChoose the
locationListen
24
13
25
Written Communication Tips
SuccinctConsistent in
styleMake it easy to
respond
Not time sensitive
Large number of people
Attach documents
Tone
• Subject line
• Greeting & closingWritten record Never private
25
26
Delivering Bad Information
Setting
Patient perspective
Information
Knowledge
Empathize
StrategizeBaile, Walter; Beale, Estela. “Spikes – A Six Step Protocol
for Delivering Bad News”. The Oncologist. 2000.26
14
27
Physicians, Staff & Patients
Physicians
Staff
Patients
• Non-confrontational
• Define your expectations
• Confirm understanding
• Please you & keep their jobs
• Clear, succinct direction
• “Do I have what I think I have?”
• “Are you going to do what I think you should do?”
27
2828
Physicians
15
29
What’s the Difference? Physicians
Decision makers
Problems brought to
them
Cannot make
mistakes
Cannot show lack of
knowledgeAutonomous Immediate
Trust advisors
Look for negatives
All about me
30
Practical Suggestions
Identify mission and core values
Common goals
Decide how/when to communicate
Clarity of roles
Do not disagree in
publicMaximize time
Demonstrate your
competency
Continue your professional development
Provide feedback
Do not let problems
fester
16
31
When the relationship goes off track…
Have the conversationWhat is
missing?
What do you need?
Where am I failing?
What I need.
Where you are failing.
Is this going to work?
Be true to yourself
3232
Staff
17
33
Performance Improvement Plan
Document problems, incidents
Discuss with employee
Summarize conversation in an improvement
plan
Provide clear expectations
Include specific, measurable
objectives within a timeframe
Meet & review progress
Adjust plan as needed
34
What to Say
If do not see significant improvement during the probationary period, the next step is…
You will be expected to meet these requirements within 30 days
Here’s what needs to happen
Value your work and want to give you an opportunity to improve
Beginning to recognize a pattern of behavior forming that may be detrimental
Concerned you are having difficulties
Observed your performance over a few weeks
18
3535
Patients
36
Patient Satisfaction
≠
Patient Experience
36
19
37
Patient Experience
=
Patient Satisfaction
+ + +Effective Communication
37
38
Low Health Literacy
1/3 of the US
population
2/3 of those
over 60
years of age
Half walk out
of the doctor’s
office not
knowing what
to do 2Ask an average
of 0-2 questions
when meeting
with physician
40-80% of
medical
information
is forgotten
immediately
50% of
retained
information is
incorrect
37% of
patients
report they
understand
80% of
physicians
thought the
patients
understood
Infographic: Facts About Patient Education 38
20
39
Combating Low Health Literacy
Teach back method
Ask. Tell. Ask.
Questions beginning with “how” and “what”
– “Do you sometimes have difficulty understanding…”
– Acknowledge the difficulty
Plain language, enunciate
Written materials < 6th grade
Visit summary
Alternate teaching methods
39
40
Takeaways
Avoid buzzwords
Be positive & genuine
ListenEngage in
conversation
40
21
4141
Questions
Stephen A. Dickens, JD, FACMPE
Assistant Vice President
Medical Practice Services
615.846.8336
41