management communication skills
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Communication is essential for successful healthcare management. It is defined as the exchange of thoughts, messages, or information through various modes like verbal, non-verbal, written, and electronic. There are different types of communication like interpersonal and organizational. Effective communication requires understanding potential barriers and utilizing strategies like active listening. In healthcare, communication must be timely, accurate, unambiguous and understood to prevent errors and ensure patient safety. Managers should assess communication and use clear, simple messaging through multiple channels.
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management communication skills
- 1. Management COMMUNICATION MOHAMMED ALHABSI INDANAN Skills Quality Coordinator- Ambulatory Care Unit King Abdulaziz Specialist Hospital-Taif
- 2. Why Communication is important? … the lifeblood of a successful organisation
- 3. Objectives of Presentation • Discuss the importance of effective communication in healthcare management. • Utilize communication skills effectively in the management process.
- 4. Outline …………………… • Definition: Communication • Classification, Modes , & Types of Communication • Communication Process • Barriers of Communication • Cultural Differences & Breaking Cultural barriers strategies • Organisational Communication • Communication in Healthcare
- 5. C ommunication “communis” means common “the exchange of thoughts, messages, or information - by speech, signal, writing, or behavior.”
- 6. classification of Communication VERBAL Communication • Words or Languages Oral and Written NON-VERBAL Communication • Gestures, aural, & visual Space, Environment, Appearance, Eye Contact, Posture, Facial Expression & Timing, Vocal Expression
- 7. Communication Modes WRITTEN Communication FACE-TO-FACE Communication TELEPHONE Communication ELECTRONIC communication
- 9. The COMMUNICATION Process Msg Msg Msg Msg Source Encoding Channel Decoding Receiver Feedback Context
- 11. Barriers of Communication Internal Judgmental attitude, stress, fatigue, poor listening skills, "know it all” unconcerned attitude etc. External Noise, distractions, bad phone connections, environment etc.
- 13. Cultural Differences Beliefs, customs, language, nor ms & values…..
- 15. Breaking Cultural Barriers Cross- Cultural Communication Respect, tolerance, non judgmental attitudes Obtaining knowledge & being Sensitive to cultural Differences Attitude, Behavior, Values shared……
- 16. O RGANISATIONAL Communication
- 17. ORGANISATIONAL Communication ASSERTIVE Communication: PASSIVE Communication: AGGRESSIVE Communication: PASSIVE-AGGRESSIVE Communication:
- 18. ASSERTIVE Communication: “I” statement. … direct, honest, and appropriate ways that do not infringes on another person’s rights. congruent both verbal & nonverbal msg.
- 19. PASSIVE Communication: Occurs when a person suffers in silence although he/she may feel strongly about the issue
- 20. AGGRESSIVE Communication: Express themselves in a direct & often hostile manner that infringes on others rights “winning at all cost” Demonstrating self-excellence
- 21. PASSIVE-AGGRESSIVE Communication: Is an aggressive msg. presented in a passive way. Limited verbal exchange with incongruent with non verbal behavior This person feigns withdrawal in an effort to manipulate the situation
- 22. Channels of C om m unication
- 23. Channels of Communication • Downward • Upward • Horizontal • Diagonal • “Grapevine”
- 24. DOWNWARD UPWARD Communication Communication
- 25. HORIZONTAL DIAGONAL Communication Communication
- 28. L highestTform N Communication….. … The I S E of I N G……… An active process that requires conscious attention, is critical to good communication. The leader who actively listens gives genuine time & attention to the sender, focusing on verbal & nonverbal communication.
- 29. Forms of L I S T E N I N G “IGNORING” Listening “PRETENDING” Listening SELECTIVE Listening AT TENTIVE Listening EMPATHIC Listening
- 30. Organizational Communication Strategies
- 31. ORGANIZATIONAL Communication Strategies • Managers must assess organisational communication • Managers must understand the organisation’s structure & recognise who will be affected by decisions • Communication is not a one-way channel • Communication must be clear, simple, & precise
- 32. ORGANIZATIONAL Communication Strategies • Senders should seek feedback regarding whether their communication was accurately received • Multiple communication methods should be used, when possible, if a message is important • Managers should not overwhelm subordinates with unnecessary information KISS principle …. “Keep it Simple & Straightforward”
- 34. IPSG.2 Improve Effective Communication
- 35. • Timely • Accurate • Unambiguous • Understood by the recipient Reduces error Results in patient safety
- 36. To prevent error….. 1. The complete verbal and telephone order or test result is written down by the receiver of the order or test result. 2. The complete verbal and telephone order or test result is read back by the receiver of the order or test result.
- 37. To prevent error….. 3. The order or test result is confirmed by the individual who gave the order or test result. 4. Policies and procedures should support consistent practice in verifying the accuracy of verbal and telephone communications.
- 38. Guide for calling the physician….. SBAR
- 39. Introduce yourself, and S ituation briefly state the issue that you want to discuss. B ackground Describe the background or context. A ssessment State what you think the problem is. R State what you would like ecommendation to address the problem.
- 40. Communication is a key skill for any health care professional, but for nurses, we are in the occupation that has Interpersonal communication at its C ore….
- 41. References: • Leadership Roles & Management functions in Nursing by Bessie L. Marquis,RN, MSN & Carol J. Huston, RN,MSN, DPA, FAAN 6th edition 2009 • Joint Commission International Accreditation Standards for Hospital 4th Edition effective January 1, 2011 • Learning Method of effective Communication in Nursing • MindTools.com
- 42. MAGSUKUL...