Communication Presentation.

1. Communication in the Workplace Heather Proctor HCA/230C Kera Neighbors November 24, 2013

2. Its you! You play an important part in our business. This presentation will cover: • Communication techniques, • Cross cultural communication, • Interpersonal Relations • Conflict management • Team Management • Business Etiquette It will help you be successful in your position and strive to achieve. Have Fun!

3. Technology & Communication Technology has altered modern life in many ways, especially in the health care. The invention of computers, the miniaturization of electronics and the development of wireless communication have all altered the business world and health care. Business communication, in particular, has seen some of the greatest advancements due to technological developments.

4. Components of Work Place Communication. • Clear: Deliver your message organized and logical. • Direct: Quickly get to the point so you do not loose the attention of your audience. • Concise: Get to the important information. • Courteous: Tact and respect are critical components of good communication. • Continuous: Effective communication is an ongoing process.

5. Cross-Culture: Health Care • Develop patient trust. • Incorporate culture into all patient evaluation routines. • Make cultural awareness a lifetime endeavor. • Respect cultural values. • Value diversity. • -Promote patient-centered communication that is individualized and focused on personal relationships. • View every patient as an individual with unique experiences and perspectives. • -Use an interpreter if necessary. • -Enhance cross-cultural communication skills, such as building rapport. • -Understand the patient’s model of illness.

6. Verbal and Non-Verbal Principles of Verbal Communication: Communication is Constant. Communication is Transactional. Communication is a Process. Communication is Irreversible. Communication is Learned/Learnt. Communication is Creative. Principles of Non Verbal: Nonverbal Communication is Continuous. Nonverbal Communication is Instantaneous. Nonverbal Communication is More Universal. Nonverbal Communication is Multi-channelled. Nonverbal Communication is Emotionally Rich. Nonverbal Communication is Function Specific.

7. Interpersonal Relations Interpersonal communication is exchange of information between two or more people. Elements: The Communicators: The people who are involved in the communication process. The Message: Message not only means the speech used or information conveyed, but also the non-verbal messages exchanged such as facial expressions, tone of voice, gestures and body language. Noise: Refers to anything that distorts the message, so that what is received is different from what is intended by the speaker Feedback: How the information passed by the sender is being received by the receiver. Context: All communication is influenced by the context in which it takes place. Channel: Refers to the physical means by which the message is transferred from one person to another

8. Conflict Management There are five types of conflict management. Each have strengths and weakness. There is not one type superior than other, but it is all depends the people, environment and the context. However there is probably one style that is usually utilized in many situations. • Collaborating • Competing • Avoiding • Harmonizing • Compromising

9. Characteristics of Effective Teams. • 1. There is a clear unity of purpose. • 2. The group is self-conscious about its own operations. • 3. The group has set clear and demanding performance goals • for itself. • 4. The atmosphere tends to be informal, comfortable, relaxed. • 5. There is a lot of discussion in which virtually everyone participates, • but it remains pertinent to the purpose of the group. • 6. People are free in expressing their feelings as well as their ideas. • 7. There is disagreement and this is viewed as good. • Disagreements are not suppressed or overridden by premature group action. • 8. Most decisions are made at a point where there is general agreement. • 9. Each individual carries his or her own weight, • meeting or exceeding the expectations of other group members. • 10. Criticism is frequent, frank and relatively comfortable. • The criticism has a constructive flavor -- oriented toward removing an obstacle that faces the group. • 11. The leadership of the group shifts from time to time. • The issue is not who controls, but how to get the job done.

10. Customer Know your products Use positive language Identify your customers Delegate if necessary Listen to the customer Admit mistakes Employee and Customer Relationships. Employee • Ask, rather than tell, others to do things. • Be clear. • Be polite. • Know people’s names, and use them. • Recognize that everyone has a life outside work. • Show sensitivity, be accommodating, and don’t pry

11. Rules of Work Etiquette • Always be listening. • Be attentive when communicating. • Keep your attire business appropriate. • Always be polite to customers, employees and management. • Be on your best behavior at all times. • Treat others like you would want to be treated.

12. References Kohls LR. The values Americans live by. uri.edu/mind/VALUES2.pdf. Accessed July 6, 2012. Givaudan M, Pick S, de Venguer MT, et al. Bridging the communication gap: provider to patient written communication across language and cultural barriers. Hablamos Juntos. October 2002. Taylor SL, Lurie N. The role of culturally competent communication in reducing ethnic and racial healthcare disparities. Am J Manag Care. 2004;10:SP1–SP4. Misra-Hebert AD. Physician cultural competence: cross-cultural communication improves care. Cleve Clin J Med. 2003;70:289–303. Centers for Disease Control and Prevention. Environmental barriers to health care among persons with disabilities—Los Angeles County, California, 2002–2003. MMWR. 2006;55:1300–1303. Tripp-Reimer T, Choi E, Kelley LS, et al. Cultural barriers to care: inverting the problem. Diabetes Spectrum. 2001;14:13–22.

13. Your tools. Now you have the tools to survive the office! Your capable of communicating, managing conflict and your know your way around the hard stuff. Good Luck!