Download Communication, collaboration, and delegation are frequently

Hi-Touch Healthcare
INTERPERSONAL
& ORAL COMMUNICATION
WHAT TO EXPECT IN THIS
PRESENTATION
Overview about the importance of communication
Interpersonal communication principles
• Activity: Word to the Wise
Transactional Communication Model
• Activity: Ping-Pong
• Activity: Self-Reflection & Case Study
Communication competency defined
Impact of nonverbal communication and listening
• Activity: “Fine”
Perception process and perception-checking
• Activity: On the Job Observation
• Activity: Reflection, Analysis, and Role Play
IMPORTANCE OF COMMUNICATION
AND SOFT SKILLS
“Communication is the skill that can possibly have the greatest
impact on effective healthcare delivery. It really is the key to
clinical governance and demands as much attention, respect and
sustaining as other seemingly ‘harder’ targets. However, often the
mere mention of the importance of communication causes less than
positive reactions in healthcare professionals.”
(Jelphs, 2006, senior fellow at the
Health Services Management
Centre at the University of Birmingham)
MOST FREQUENTLY IDENTIFIED ROOT
CAUSES OF SENTINEL EVENTS 2013-2015
Rank by Year
Event Type
2013
# events
2014
# events
2015
# events
Communication
2
563
3
489
3
744
Human Factor
1
635
1
547
1
999
Leadership
3
547
2
517
2
849
COMMUNICATION DEFINED
Communication skills
are made up of six
closely related skills:
– Listening
– Verbal (oral)
communication
– Nonverbal
– Written
– Reading
– Textual (using
documents)
https://alis.alberta.ca/pdf/cshop/workability.pdf
Defined: “The act or
process of using words,
sounds, signs, or
behaviors to express or
exchange information or
to express your ideas,
thoughts, feelings, etc.,
to someone else”
http://www.merriamwebster.com/dictionary/communication
INTERPERSONAL COMMUNICATION
PRINCIPLES
1) Communication is intentional or
unintentional.
2) Communication is irreversible.
3) It is impossible not to communicate.
4) Interpersonal communication is
unrepeatable.
5) Communication has both content and
relational dimensions.
(Adler and Proctor, 2011)
ACTIVITY: WORD TO THE WISE
PART ONE
ACTIVITY: WORD TO THE WISE
PART TWO
ACTIVITY: WORD TO THE WISE
PART THREE
ACHIEVING COMPETENCY:
APPROPRIATE AND EFFECTIVE
(3 BASIC REQUIREMENTS)
1) Motivation
2) Knowledge
3) Skills
I want to drive!
Motivation
I know the rules of
the road-passed my
written test!
Knowledge
I can apply
knowledge to
operate the
automobile…safely!
Skills
ACTIVITY: TRANSACTIONAL
COMMUNICATION: PING PONG
Sender/Receiver
Encode/Decode
Sender/Receiver
Message/Channel
Feedback
N
O
I
S
E
CONTEXT
Encode/Decode
CONTEXT
ACTIVITY: TRANSACTIONAL
COMMUNICATION - USING THE MODEL
Situation: A social worker is using blue tooth in
her car to talk with her 80-year old client. The
social worker is traveling on a rough road, in a
noisy construction zone. After a few minutes on
the call, both were yelling to be heard. The client
got frustrated and hurt that her social worker
was raising her voice. She hung up in a “snit,”
exclaiming, “Call me when you can be polite!”
ACTIVITY: WRITE & RESPOND
CASE STUDY
Discuss with your partner(s) a recent communication
situation that did NOT result in a positive outcome.
• Change the names of people for anonymity.
Work as a team and write one brief case study (a
description of a communication situation).
• Write legibly.
• These will be distributed to other teams for analysis.
Evaluate the case study from another group and describe,
using the transactional communication model, key terms
and specific examples about how to improve the outcome.
Share with the large group.
THE MAJORITY OF OUR TIME
COMMUNICATING IS
SPEAKING AND LISTENING
Speaking 30%
Speaking 60%
30%
60%
Listening 45%
Listening 45%
Reading 16%
Reading 16%
Writing
9%
Types of Communication
Activities
Writing
9%
Types of Communication
Activities
Based on the research of: Adler, Rosenfeld and Proctor (2001; 2011)
NONVERBAL COMMUNICATION REALITIES
You can never not communicate!
Nonverbal communication:
•
•
•
•
Helps manage our identity.
Is ambiguous.
Is relational and better at conveying emotions.
Is contextual and cultural.
BODY LANGUAGE: SOME SAY IT’S
JUST ABOUT 65%...(BURGOON, 1994)
Other’s have suggested the message impact % below when
messages are related to feelings and attitudes:
WORDS
7%
What we do know
for sure is that
when words and
body language
don’t align, we
believe the body
language and
paralanguage.
Body
Language
55%
Tone of Voice
38%
Based on the work by Albert Mehrabian
ACTIVITY: “FINE”
• First partner: Ask, “How are you?”
• Second partner: Say the word “fine” and use a
negative tone to suggest that you are not really
fine.
• Second partner: Ask, “How are you?”
• First partner: Say the word “fine” and use a
positive tone to suggest you are good.
• First partner: Ask, “How are you?”
• Second partner: Say the word “fine,” using an
angry tone.
• Second partner: Ask, “How are you?”
• First partner: Say the word “fine” as if it’s your
best day ever!
ACTIVE LISTENING DEFINED
The Centers for Disease Control (CDC) defines
active listening as:
• “hearing what is said and paying attention to how
it is said so the conversation can be adjusted to
elicit the needed response utilizing various verbal
and nonverbal techniques”(CDC, n.d.).
A FEW KEY ELEMENTS TO ACTIVE LISTENING
THAT YOU PROBABLY ALREADY KNOW
• Take it seriously!
― It takes effort and commitment
• Provide effective feedback
― Body language and nonverbal communication
•
•
•
•
•
•
•
Talk less
Listen to the words, tone, and feelings
Listen with your eyes and ears
Ask questions to clarify meaning
Paraphrase to ensure you are understanding
Suspend judgment and evaluate thoughts
Be sincerely interested in the other person
WHAT IS PERCEPTION?
Simply put, each of us experiences a
different reality.
• This corresponds to what we have already
learned: communication might be received
(perceived) differently than intended.
“We don’t see things as they are.
We see things as we are.”
Anais Nin
THE PERCEPTION PROCESS
4 steps
1) Selection
2) Organization
3) Interpretation
4) Negotiation
“Among the reasons perception is so important in interpersonal
communication is that it influences your communication choices.”
--Joseph Devito
THINK ABOUT THIS:
“One has not only an ability to perceive the world
but an ability to alter one's perception of it;
more simply, one can change things by the
manner in which one looks at them.”
TOM ROBBINS, Even Cowgirls Get The Blues
ACTIVITY: PERCEPTIONS ON THE JOB
• Partner up!
• Situation one: A nurse, a custodian, and a
volunteer are walking from the parking area
to the front door and see a group of scrubwearing nursing students clustered near the
smoking section.
• What are the varied conclusions that can be drawn
by the three observers? Why?
SITUATION TWO:
An administrator, a CNA, and a social worker
are eating breakfast in the cafeteria and
observe a surgeon complaining to an
anesthesiologist. They overhear the surgeon
exclaim: “What a needless waste of time
having to attend communication training
sessions when I could be saving lives!”
• What are the varied perceptions of what they hear?
SITUATION THREE:
A patient, a family member, and a prospective
new employee are walking down a hallway in
YOUR organization.
• What does each one see, hear, smell, feel, or notice?
• When you leave this training today, make a point
to notice your own perceptions.
3 STEPS TO PERCEPTION-CHECKING
A perception check has three parts:
A description of the behavior you noticed.
At least two possible interpretations of the behavior.
A request for clarification about how to interpret the
behavior.
ACTIVITY: PERCEPTION-CHECKING
REFLECTION, ANALYSIS, & ROLE PLAY
Steps
•
•
•
•
Behavior
Interpretation # 1
Interpretation # 2
Clarification
Your turn
• Think about a
communication situation that
led to misunderstanding or
uncertainty
• Write it out
• Analyze it via the
perception checking
process
• With your partner, role
play for the large group
EXAMPLE
“You haven’t laughed much in the last couple of days.”
• Behavior
“It makes me wonder whether something’s bothering you”
• First interpretation
“or whether you’re just feeling quiet.”
• Second interpretation
“What’s up?”
• Request for clarification
“Communication, collaboration,
and delegation are frequently
thought to be 'soft skills'—despite
that the majority of unintended
medical errors involve a breakdown
in communication among caregivers.”
(Ray and Overman (2014)
American Journal of Nursing)
THANK YOU!
Questions?
Comments?