Transcript Please refer to the “Factors That Can Aid or Hinder Communication”

WUSM Pediatrics Leadership Development
Series
Effective Communication
January 18, 2017
Dawn M. Newman, Ph.D.
[email protected]
Human Resources – Applied Leadership & OD
Welcome
 Introductions
 Tell us who you are and what your role is?
 Write on a Post-it® note what you would like to get from
the two workshops on Communication and place it on the
flipchart
 Ground rules
 Relax
 Participate
 Experiment
2
Objectives
• Examine the relationship between
communication and leadership
• Identify communication strengths & barriers
• Explore the impact of change on effective
communication
• Define strategies for enhancing work
communication
3
Communication & Leadership
• In our fast-paced changing environment what can
physician leaders do? (Hernandez, J. S., 2016, p.51).
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Listen well
Communicate effectively
Translate data into useable information
Stop seeking permanent solutions
Stay grounded in principles while focusing ahead
Think divergently
Be flexible
Train tomorrow’s leaders now
Advocate for your physicians
Understand their perspectives and validate their perceptions
http://libproxy.wustl.edu/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=bth&A
N=119070328&site=ehost-live&scope=site
Hernandez, J. S. (2016). LEADING YOUR PHYSICIANS: PERSPECTIVES AND PERCEPTIONS. Physician
Leadership Journal, 3(6), 50-52.
4
Communication Strengths
 Think of someone you know personally that you
consider to be a very effective communicator
 Write down three to four attributes of his/her
communication style that you admire
 Discuss in small groups a list of strengths of effective
communicators
 Complete Worksheets 1 & 2 to share
5
Communication Barriers
 Think of someone you know personally that you
consider to be an ineffective communicator
 Write down three to four attributes of his/her
communication style that are of concern
 Discuss in small groups a list of barriers to effective
communication
 Complete Worksheets 1 & 2 to share
6
Worksheet 1 - Strengths & Barriers
Communication Strengths
Communication Barriers
7
Worksheet 2 – Impact (Personal & Business)
Effective Communication
Ineffective Communication
8
Thinking Questions
• What recurring strengths did you notice?
• What barriers seem to come up more often?
• What surprised you about the impacts?
9
Types of Communication
•
•
•
•
Written
Verbal
Nonverbal
Visual
https://www.reference.com/world-view/many-different-typescommunication-84ac45771781ca96
10
Resource Link
Five Communication Skills That Make Good Leaders Great
http://www.forbes.com/sites/steveolenski/2016/03/29/fivecommunication-skills-that-make-good-leaders-great/print/
1.
2.
3.
4.
5.
Read body language
Video presence
Empathic listening
Clear verbal communication
Writing skills
11
Communication Quote
• The most important thing in communication is
hearing what isn't said. Peter Drucker
Read more at:
https://www.brainyquote.com/search_results.html?q=communication
12
Effective Communication Tips
• Write your tip for effective communication
• Pair up to briefly discuss why this tip is important
in the workplace
• Share your colleague’s tip with the larger group
Effective Communication Tips (starter list)
• Choose words carefully
• Match tone to the situation
• Practice empathic listening
• Seek to understand the environment – generally,
there is a lot going on beyond the conversation
• Become aware of your reactions (triggers) –
respond with intent of productive outcomes
• Attend to your nonverbal behaviors
• Respond appropriately to conflict
Factors That Can Aid or Hinder Communication
2011 Annette Veech, PhD
Recognition, Reward, or Blame?
• Authority
• Responsibility
• Control
• Emotions
• Expertise
• Culture
• Logistics
• Hand Offs
• Paper Trails
Power
Process
People
Unexpected
• Risk Level
• Support
• Outcomes
Effective Communication – Scenarios Part A
 Pick a scenario
 Roles
 Person 1 – initiate the conversation
 Person 2 – respond and interact
 Observer – capture the interaction, note what works
 Practice
 Observer share what you noticed
Effective Communication – Scenarios Part B
 Please refer to the “Factors That Can Aid or Hinder
Communication” chart
 Working in your small groups, use the chart’s
framework to identify factors affecting relationships
and communication in your scenario
 Think of how the environment surrounding the
communication encounter affected the outcome
 Share an “aha moment” or learning point
Effective Communication
Streamlined Competency Model*
 Lead by demonstrating expectations
 Plan ahead to manage risk
 Assess stakeholders’ perspectives (logical vs. emotional)
 Explain logic behind critical thinking, so all envision “one”
outcome
 Communicate strategically
 Focus on observable behaviors; avoid references to “attitude”
 Listen actively without building defense; rephrase others’
perspectives
 Use active voice for action; passive voice for bad news
*2011 Annette Veech, PhD
18
Effective Communication
Streamlined Competency Model*
 Manage the difficult moments
 Clarify purpose and intended outcomes
 Acknowledge feelings; ask variations of “five whys”
 Reiterate, precisely and concisely, benefits of next steps
and outcomes
*2011 Annette Veech, PhD
19
Wrap-up
• Effective communication is an essential element of
leadership
• Build awareness of your communication approach
• Use your communication strengths
• Experiment with new ways to become more effective
• Remember to consider the impact of change &
environment to understand what is happening
• Apply strategies for enhancing work communication
20
Actions
• Choose 1 area of communication you will
experiment with during the next week
• Select an accountability partner
• Share the action with your partner
• Next week we will start with your action
results
21
Effective Communication
Today I learned . . .
22