E-collaboration for healthcare (Telemedicine / E-prescription)

1. Fellowship Week # 9 E-collaboration for healthcare (Telemedicine / E-prescription) 31st of July, 2010 ITI Smart Village Week 2 Day 1 Information Technology Institute

2. Week 1 - Agenda What is Communication? Assessment Theory and Practice Why do we need Problem Solving? Theory Models Practice What is e-prescription? Limitations Issues Conclusion – Overview 2 hours 3 hours 1 hour Information Technology Institute

3. ЗдравоДобредојдовте на мојата презентација.

5. Communication skills Assessment Definition Process Information Technology Institute

6. Communication • Communication: A message is sent from person A to person B, and person B acknowledges receipt. There could be simple or complex information transferred in this message. Information Technology Institute

7. Communication • Communication: A message is sent from person A to person B, and person B acknowledges receipt. There could be simple or complex information transferred in this message. Information Technology Institute

8. Few Facts - You have over 630 muscles in your body.- Eye muscles are the busiest muscles in the body. Scientists estimate they may move more than 100,000 times a day.- You have over 30 muscles in your face to help you smile or frown. It takes 17 muscles to smile and 43 to frown.SO SMILE EVERYTIME YOU SEE SOMEONE.- The strongest muscle in your body is your tongue. USE IT EFFECTIVELY.- It takes the interaction of 72 different muscles to produce human speech. Information Technology Institute

9. Activity RULE: • Make a group of ten. • Sequentially assign a number to every individual. • 1 representative selects an Arabic sentence. • Memorize the sentence and write it on a paper. • Go back and tell the 2nd person about the sentence. • No one else should hear the sentence. • Then the 2nd person should say it to the 3rd person and so on. • The last person should announce the sentence to all. • And 1st person reads the paper that had the original sent.

10. And now!? Ask the question: Did effective communication take place?

11. We need to improve communication... as 70 % of our communication efforts are: • misunderstood • misinterpreted • rejected • distorted or • not heard 6 people talking in a 2 people conversation!! 70%

12. What is communication? • Communication is sending or receiving ideas, thoughts or feelings from one person to one or more persons in such a way that, the person receiving it understands it in the same way the sender wants him/her to understand.

13. The Communication Process The person initiating the communication, or broadcasting the message. The specific set of words, gestures and images that the sender uses to convey what he or she wants to say. The channel through which the message moves. Receivers (or the audience for the message) - from whom the receiver often expects a response. SENDER RECEIVER MESSAGE CHANNEL The response from the receiver to the sender. Context FEEDBACK

14. Verbal Versus Written Communication Source: Better Business Writing – Maryann V. Piotrowski 1995

15. Verbal Communication Pointers • Make your messages appropriate to the receiver. • Use understandable language but not slang. • Be aware of how long you speak. As a general rule, try to express your message in a limited amount of time (no more than 15 seconds in a normal day-to-day conversation) and then switch to listening. • Focus on one topic at a time. • Try to be positive, even when talking about negative situations.

16. Non-Verbal Communication 55% Tonal 38% Visual 7% Verbal The majority of your perceived ability comes from how you communicate Words 7% Body Language 55% Tone of Voice 38% 93% of all Communication is non verbal - SKILL

17. Listening and Speaking are used a lot…

18. … But not taught enough Amount taught

19. Active Listening • Pay attention • Look at the speaker • Use mini-responses • Suspend your judgment • Find meaning – feelings & facts • Ask questions • Paraphrase • Open & honest responses

20. Common Communication Errors: • Finishing others’ sentences • Preparing our response before someone has completed speaking • Multitasking while ‘listening’ • Filtering content or meaning based on the speaker • Speaking for others (we…)

21. A Good Algorithm Communication is a two way process! In order to have good communication: • Listen to Understand • Understand before speaking • Speak to be understood • Seek understanding before proceeding • Repeat

22. Consider each communication event as a pearl in a necklace. • email • phone call • one on one meeting • teamwork • note • fax • talk at lunch break • online chat • group meeting synchronousand asynchronous

23. Positive Non-Verbal Communications • Smiling – there is nothing like a smile and pleasant face to greet a customer, especially if he/she has a complaint. • Eye contact – always look into your customer’s eyes. Directly address customers. • How you look – personal grooming has a big impact on your customers. Let customers know you take seriously your position. • Shaking hands – when shaking hands with a customer a firm and professional handshake is expected.

24. Information Technology Institute

25. Information Technology Institute

26. Information Technology Institute

27. Information Technology Institute

28. Information Technology Institute

29. Influencing • Yes, we need to influence people. • To influence them with integrity, understand them first. “Diagnose before you prescribe.”

30. eCentricity Mission Statements • progressively implement cross-platform e-business • distinctively seize resource maximizing channels • dynamically initiate distinctive strategic theme areas • energistically matrix ethical vortals • continually actualize cost effective meta-services

31. Phrases That Mean Nothing • progressively implement cross-platform e-business • distinctively seize resource maximizing channels • dynamically initiate distinctive strategic theme areas • energistically matrix ethical vortals • continually actualize cost effective meta-services Corporate B.S. courtesy of the Corporate B.S. generator http://www.atrixnet.com/bs-generator.html

32. Outcome: Nobody Cares

33. Good communication skills are FUNDAMENTAL for: Understanding Persuasion Confidence Credibility Influence

34. Communication - Tips • Use vocabulary effectively • Play to emotions • Craft a simple message • Build upon that message • Practice • Sympathize and engage • Know your audience • Develop & maintain style • Don’t get discouraged

35. Some Quotes When people talk, listen completely. Most people never listen. Ernest Hemingway The problem with communication ... is the illusion that it has been accomplished. George Bernard Shaw Words are, of course, the most powerful drug used by mankind. Rudyard Kipling The way we communicate with others and with ourselves ultimately determines the quality of our lives Anthony Robbins Communication is the real work of leadership. NitinNohria

36. "Communication is really all anyone ever gets paid for ultimately...and if you cannot effectively communicate...you will PAY...not get paid."  - Doug Firebaugh

37. Problem Solving skills Definition Process Methodology Information Technology Institute

38. A Challenge In 10 minutes, write a One Sentence Definition of PROBLEM SOLVING and DECISION MAKING.

39. Definitions (1 of 3) ProblemSolving. A systematic approach to defining the problem (question or situation that presents uncertainty, perplexity or difficulty) and creating a vast number of possible solutions without judging these solutions.

40. Definitions (2 of 3) DecisionMaking: The act of narrowing down the possibilities, choosing a course of action, and determining the action’s potential consequences.

41. Definitions (3 of 3) “Problem solving is a cognitive processing directed at achieving a goal where no solution method is obvious to the problem solver.” Critical Thinking Defined “Purposeful mental activity that helps formulate or solve problems, make decisions, or fulfill a desire to understand.”

42. What Impacts on Problem Solving ability? Organisation, planning and critical thinking Mood can affect motivation & physical capacity to think Personal history - e.g. education & personality style affect approach to problem solving - e.g. Dependency

43. Problem Solving Is Clarifying the problem Encouraging and assisting generation of options Helping the client to critically evaluate the options Helping the client to choose the best option Developing an action plan Developing skills and strategies Behaviour Change Communication Problem Solving

44. Clients Learn Skills in One Context That They Can Apply to Other Contexts The client develops greater self-efficacy and self-esteem If things do not work out they generate more options and analyse why the original plan didn’t work Clients accept more responsibility for their own choices, behaviour and outcomes Behaviour Change Communication Problem Solving

45. Problem Solving is Not: Only Telling the client what their options are Only Telling them what are the good and bad points of the options Choosing the option for the client Telling them what they must do Expecting the client to have the skills and confidence to put the plan into action Behaviour Change Communication Problem Solving

46. Consequences of Taking Responsibility for the Client Results in dependency of the client Feelings of inadequacy in the client Projection of blame onto counsellor if desired outcome does not work Behaviour Change Communication Problem Solving

47. Steps in Problem Solving[Refer to Detailed Handout] Describe Brainstorm options Critically evaluate self talk about options Client chooses Develop a plan of action Facilitate the development of skills and strategies Behaviour Change Communication Problem Solving

48. Be Realistic! However, even good plans fail sometimes because of: • The psychological/behavioural responses of others • Circumstances not predicted and planned occur but ……… “You are more likely to succeed if you have a plan” Behaviour Change Communication Problem Solving

49. Problem Solving Applied to Prevention Counselling Explore constraints to HIV prevention Brainstorm options Review the logical consequences of each option Develop a plan of action Rehearse skills such as disclosure with the client Offer post “action” support Behaviour Change Communication Problem Solving

50. 6 Thinking Hats Edward de Bono “The six thinking hats is a method for doing one sort of thinking at a time.”