Let’s have a quick look at an example of how

easily communication can break down…and stress

out everyone involved:

http://www.youtube.com/watch?v=nhe0KSGoUgc

What is effective communication to you?

Communication is more than the words we speak:

– 60% Body Language

– 30% Tone

– 10% Verbal

How can we improve communication with each other in the workplace? This means co-workers, patients, families, vendors, etc.

– Speak with others the way you would like to be spoken to

– Look each other in the eye, be positive and confident

– Remember the common courtesies…please, thank you, greet each other in the hallway, posture etc.

A few more tips for communicating with each other…

– Avoid personalizing potential criticism

– Seek to understand the situation before drawing conclusions

– Acknowledge and learn from mistakes

– Perception becomes reality

GHOST – Gentle, Honest, Open, Specific, Talk

Closing the loop with a facility following patient care (ALF, hospital, etc.)

1. Sign-in at entry into a facility

2. Be sure to greet the executive director of that facility along with other staff

3. Sign out once care is complete

4. Reach out to de-brief with a clinical leader prior to leaving

Communicating with referral sources

– What are we doing right?

• Examples

– What could we be doing better?

• Examples

– What do you do when a referral source brings a concern to you?

Communicating with patients/families

– What are some common challenges when communicating with patients and family members?• Examples

– We can overcome these challenges through active listening

– Remember to reference the Communications Process memo from 1/16/2013

Tips for active listening

Pay attention

1. Look at the speaker directly 2. Put aside distracting thoughts 3. Don't mentally prepare a rebuttal4. Avoid being distracted by environmental factors 5. "Listen" to the speaker's body language

Show that you are listening

1. Nod occasionally 2. Smile and use other facial expressions 3. Note your posture and make sure it is open and inviting 4. Encourage the speaker to continue with small verbal cues like “yes”/“uh huh”

Provide feedback

1. Reflect what has been said by paraphrasing. "What I'm hearing is," and "Sounds like you are saying," are great ways to reflect back

2. Ask questions to clarify certain points. "What do you mean when you say." "Is this what you mean?"

3. Summarize the speaker's comments periodically

Defer judgment1. Allow the speaker to finish each point before asking questions 2. Don't interrupt with counter arguments

Respond appropriately

1. Be candid, open, and honest in your response (GHOST) 2. Assert your opinions respectfully 3. Treat the other person in a way that you think he or she would

want to be treated

What else can we do to improve our communication with patients, families and each other?