Transcript RALS Plus for 2004 - Point of Care.net

Leadership Communication
for the POCC:
Essential Skills for Dealing
Successfully with Anyone
Presented by Rick Import
ESI, Charlottesville, VA
Agenda
11:00am-12:00pm……… Understand First
12:00-1:00pm…………… Lunch
1:00-2:00pm…………….. Be Understood
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
POCC Profile: Rick’s Perception
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Attention to detail
Efficient
Organized
Time efficient
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High standards
High expectations
Wears lots of hats
Wicked Awesome
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Today’s Goals
• Professional Side
– Reduced conflict and stress
– Increase accuracy
– Consistent operator
compliance
– Results without demanding
– Faster solutions to
challenges
– Develop people who want
to help
• Personal Side
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Reduced conflict and stress
More willing compromise
More understanding
More open frank discussions
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
One-way vs. Two-way communication
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Quicker
Easier on the deliverer
Harder on the recipient
Results in less precise
results
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Takes more time
Harder for the deliverer
Easier on the recipient
Results in much more
precise results
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Our Impressions
• Based on our life’s experiences
• No two people with the same
experiences
• We have different impressions of the
same exact thing
• Impressions are based on our own
perspectives
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Communication land mines
• When we make judgments too soon
• When we advise without knowing their
perspective
• When we try to change someone’s
perspective
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Communication 101
Listen
without
judging
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
How we respond
• We Evaluate: Agree or disagree
• We Probe: Ask questions …from our
own perspective
• We Advise: Also from our own
perspective
• We Interpret: Figure out people’s
motives and behavior - also from our
perspective
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Types of Listening
Pretending
Scene: Husband is reading paper at table, facing
away from doorway. Wife steps into doorway.
………………
Wife: Honey, does this dress make me look fat?
Husband (Keeps reading): You betcha.
Announcer: In the time it takes to pull out the
sleep-sofa, you can get a free auto insurance
quote from Geico.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Types of Listening
Selective Listening
…………..
Husband and wife in car.
Wife: While I work on the invitations, can you
Pick up 400 pounds of sugar, 76 bulbs of garlic,
and a couple of gallons of Pepto Bismol? Oh,
and get some chips and stuff for the game tonight.
Husband: What time’s the game?
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Types of Listening
Attentive Listening
Young married couple in restaurant…………
Wife: I got a lot done today, honey. I interviewed three
pediatricians, put in for a leave in 9 months, and cleaned
out the entire study. Honey, do you know what I’m
saying?
Husband, staring into her eyes: Yeah. You interviewed
three pediatricians, put in for a leave in 9 months, and
cleaned out the entire study. You did get a lot done.
Can you pass the salt?
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Types of Listening
Reloading:
Instead of listening, we’re thinking
about what we’re going to say.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Types of Listening
Active Listening: Four phases
1. Repeat the content
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Least effective, but gets you to listen.
2. Rephrase the content
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You’re thinking about what they’ve said. They know
you’re listening
3. Reflect feeling
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Right brain kicks in. Shows concern
4. Rephrase the content and reflect feeling
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You’re sincerity shows, barriers disappear
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Active Listening
• Mary’s Keys to successful communication
– She showed she was engaged immediately
– She didn’t judge – verbally or non-verbally.
This is absolutely essential.
– She didn’t respond from her perspective.
This is all about Barbara.
– She gave Barbara total freedom to speak
her heart.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Understand first,
then be understood.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Lunch: Practice suggestions
For participants who have identified
communication issues:
• If you could resolve the issue, what would be the
ultimate goal?
• How could the goal benefit the other person?
• Form Groups of three
– Designate on person who will speak
to the other two
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
I’m not angry
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Hold on a second.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Bodyspeak
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Introductions
Credibility
The smile
Deep Breath
Eyes and you’s
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Your Words
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Not what you say
Lead with “You”
“Ummm, like wow”
The end is near
Sow some seeds for tomorrow’s
communication
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Understand first,
then be understood.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Questions?
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems