This document discusses the importance of communication in the workplace, specifically for a physical therapy team. It emphasizes that communication is key to building a happy, functional team that provides high quality patient care. The main points are: 1) Communication must be a priority and two-way between staff, and between staff and patients. Patients should feel listened to and cared for during their treatment. 2) Barriers like lack of attention, distraction, and defensiveness can negatively impact communication and should be avoided. Team members should focus on building relationships with patients and each other. 3) Good communication is essential for a team's success, planning, and delivering care, while bad communication divides the team and hurts service quality. Regular

1. Communication In The
Work Place
Creating A Happy, Functional Team

2. Definition
Communication is the
exchange of thoughts,
messages, or information,
as by speech, signals,
writing, or behavior.

3. Important Rule
Elite Physical Therapy was built on a strong foundation of
communication. When we are all communicating well and
harmoniously, we are able to have fun delivering high
quality care. We also create a great place that our Patients
and Staff enjoy coming to.

4. •
Our Priority
The Patient is the MOST IMPORTANT person when they
are here. Be attentive.
• Be interested in our Patients. Get them talking about
themselves. They will like you, trust you, and remain
compliant with their plan and get better.
• Put them ahead of computer time. If you are a PT, limit a
treatment session to 5 minutes of computer in front of a
patient. Anything more looks like you are not paying
attention to them or ignoring them.
• Front Office Staff: Talk to patients when they are in the
waiting room---focus on building loyal relationships.
• With each other, be in communication with your team--say
hello and good bye every day. Help each other to be your

5. Communication Basics
• One must first give
(send) communication
• Another must be ready
to receive
communication
• It must be 2-way: so
both may speak
• The result is good
agreement and
understanding

6. Good Communication
Is Important
• It is the key for a team
to get things done
• Contributes to all
functions of running a
team like planning, giving
instruction,
coordinating, and
measuring progress.
• Great communication =
SUCCESS

7. Bad Communication
• Insensitive
• Disrespectful
• Inconsiderate
• Creates divide and
separation among group
• Creates disharmony and
stress in the
environment
• Negatively affects ability
to deliver good service
and quality care

8. Common Barriers
• Lack of interest
• Distraction
• Attitude
• Defensiveness
• Evaluation and
judgement--Instead
remain objective and
open minded

9. Use Your Tools
• Use your awareness about the
importance of good communication:
“Nip things in the bud”
• Contribute EVERY DAY to a positive
atmosphere
• Use your confront: be there
comfortably for your Patients and
Staff
• Manage by statistics: if someone’s
main statistic is down, open
communication to try and help them

10. Tips
• Be honest and straight
• Have a good intention and purpose to do
what’s always good for the TEAM
• Use your manners
• Make it safe to communicate freely
• Treat others the way you would like
to be treated
• Be a good listener
• Acknowledge

11. Be A Champion
• Great players win games
• But great TEAMS win
championships
• Communication is “the glue” that
brings a team together to do
great things

12. Drills
• Identify a common barrier that a Patient has presented to
you.
• Practice drilling with a partner to work out how to
comfortably help that patient still stay on track with their
Physical Therapy so that they can get better, and also so that
you feel certain and sure of how you will be able to do this
in the future. Do some role playing.
• Now practice the same drill but with a common barrier that
a Staff Member has presented to you.
• In each drill the partner must be a good coach so that each
person gets the most out of these drills.