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
Communication MDRD All staff working in MDRD may need to communicate with Patients Visitors Hospital employees Vendor Representatives Other healthcare facilities
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 of our business colleagues Communication will make the unit function more efficiently Communication is the transmission of 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 out 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 our 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 other 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 offence 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 opportunity 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
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