Transcript RALS Plus for 2004 - Welcome to Point of Care.net

Leadership Communication
for the POCC:
Essential Skills for Dealing
Successfully with Anyone
Presented by Rick Import
ESI, Charlottesville, VA
Agenda
11:15am-12:15pm…..… Understand First
12:15-1:00pm…………
Lunch
1:00-2:30pm…………..
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
Superhuman
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
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
Perceptions: Seeing what we expect
Characteristics of female for commercial
• Young
• Profile view
• Wearing hat and coat
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 the
other person’s perspective
• When we try to change the other
person’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: There’s a game tonight?
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 whole 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 tunes you in.
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: Two requests
1. Identify an issue or frustration that stems from
poor communication with someone you work
with.
– If you could resolve the issue, what would be your
ultimate goal?
– How could the goal benefit the other person?
2. Discuss the issue with a colleague and spend
more time listening than speaking.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Be Understood
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
First Impressions
Interior, a hospital delivery room:
• First Doctor: Bit bare in here today, isn’t it?
• Second Doctor: Yes.
• First Doctor: More apparatus please, nurse.
• Nurse: Yes, doctor.
• First Doctor: Yes, the EEG, the BP monitor and the
AVV, please.
• Second Doctor: And get the machine that goes “Ping!”
• First Doctor: And get the most expensive machines in
case the administrator comes.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
First Impressions
• Formed in 10 seconds
• Determines the level at which people will
listen
• Formed often before you speak
• 60% of communication is non-verbal
(30% sounds, 10% words)
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 are full-bodied
Credibility Busters
Your smile
Deep Breath
The eye connection
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!”
Start at the end
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
It’s not what you say…
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
It’s not what you say…
I’m listening.
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
It’s not what you say…
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
Your Words
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Not what you say
Lead with “You”
“Ummm, like, wow!”
Start at the end
– Why, not how
– Benefits, not features
• Sow seeds today for better communication
tomorrow
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Practice: Start at the end
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Deep breath to relax
Start at the end: Why, not how
Stress benefits to listeners, not features
Pause to reduce “umm’s”
Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone
Presented by Rick Import, sponsored by Medical Automation Systems
Practice: Active Listening
Active Listening: Four phases
1. Repeat the content
•
Least effective, but tunes you in.
2. Rephrase the content
•
You’re thinking about what they’ve said. They know
you’re listening
3. Reflect feeling
•
Right brain kicks in. Shows concern
4. Rephrase the content and reflect feeling
•
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
The secret of effective communication…
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