Communication is more than the words wespeak:– 60% Body Language– 30% Tone– 10% Verbal
How can we improve communication with eachother in the workplace? This means co-workers,patients, families, vendors, etc.– Speak with others the way you would like to bespoken to– Look each other in the eye, be positive and confident– Remember the common courtesies…please, thankyou, greet each other in the hallway, posture etc.
A few more tips for communicating with each other…– Avoid personalizing potential criticism– Seek to understand the situation before drawingconclusions– Acknowledge and learn from mistakes– Perception becomes realityGHOST – Gentle, Honest, Open, Specific, Talk
Closing the loop with a facility following patientcare (ALF, hospital, etc.)1. Sign-in at entry into a facility2. Be sure to greet the executive director of that facilityalong with other staff3. Sign out once care is complete4. Reach out to de-brief with a clinical leader prior toleaving
Communicating with referral sources– What are we doing right?• Examples– What could we be doing better?• Examples– What do you do when a referral source brings aconcern to you?
Communicating with patients/families– What are some common challenges when communicatingwith patients and family members?• Examples– We can overcome these challenges through activelistening– Remember to reference the Communications Processmemo from 1/16/2013
Tips for active listeningPay attention1. Look at the speaker directly2. Put aside distracting thoughts3. Dont mentally prepare a rebuttal4. Avoid being distracted by environmental factors5. "Listen" to the speakers body languageShow that you are listening1. Nod occasionally2. Smile and use other facial expressions3. Note your posture and make sure it is open and inviting4. Encourage the speaker to continue with small verbal cues like “yes”/“uh huh”Provide feedback1. Reflect what has been said by paraphrasing. "What Im hearing is," and"Sounds like you are saying," are great ways to reflect back2. Ask questions to clarify certain points. "What do you mean when you say." "Isthis what you mean?"3. Summarize the speakers comments periodicallyDefer judgment1. Allow the speaker to finish each point before asking questions2. Dont interrupt with counter argumentsRespond appropriately1. Be candid, open, and honest in your response (GHOST)2. Assert your opinions respectfully3. Treat the other person in a way that you think he or she wouldwant to be treated
What else can we do to improve ourcommunication with patients, families and eachother?