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Presentation on Listenting and Speaking for conflict resolution professionalsTRANSCRIPT
International Ombusman Association 2010 Annual Conference
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International Ombusman Association 2010 Annual Conference
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HealthCare Ombudsman/Mediators Purpose
To serve as an advocate for a fair process for patients, families, clinicians, and the organization, without assuming the role of an advocate for any party.
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HealthCare Ombudsman/Mediators Goals
Primary: Enhance staff and patient satisfaction and improve patient safety
Secondary: Offer alternatives to litigation
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Today’s Agenda Setting the Stage - Why Communication Is
Important
The Good News! Communication is A Skill
Barriers
Active Listening
6 Steps to Speaking
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How to Listen So Your Visitor Will Speak Top Ten Reasons to “Listen” to Today’s
Presentation #10 What’s the Big Deal? #9 The Good News! #8 “Doing The Right Thing” The
HCOM
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How to Listen So Your Visitor Will Speak Top Ten Reasons to “Listen” to Today’s
Presentation #7 Cousin Vinny’s Words of Wisdom #6 Active Listening #5 Which Conversation Is It?
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How to Listen So Your Visitor Will Speak Top Ten Reasons to “Listen” to Today’s
Presentation #4 How to Speak – No Mistake #3 How to Speak – Mistake! Yikes! #2 See It Done Right*
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How to Listen So Your Visitor Will Speak The Most Important Reason:
#1 What’s in it for you ??
(How you might secure your next promotion!)
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How to Listen So Your Visitor Will Speak Two Perspectives –
Healthcare Traditional Workforce
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How to Listen So Your Visitor Will Speak “There’s been a great deal of emphasis on
communication in general in health care…”
Vital Smarts President, Joseph Grenny (2006)
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How to Listen So Your Visitor Will Speak Setting the Stage – Patient’s Perspective
Multiple Providers/Healthcare Delivery Sites Complex Healthcare Environment Heightened Emotional State Fear Broken Trust
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How to Listen So Your Visitor Will Speak Setting the Stage -Physician’s Perspective
Complex Healthcare Environment Fatigue High Stress
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How to Listen So Your Visitor Will Speak Setting the Stage -Employer’s Perspective
Fast changing environment Increased Competition Lack of Resources
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How to Listen So Your Visitor Will Speak Setting the Stage -Employer’s Perspective
Insufficient Notice No Voice Resource Allocation Disagreements Lack of Job Security
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How to Listen So Your Visitor Will Speak Setting the Stage – The Organization’s
Perspective Ineffective communication costs
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How to Listen So Your Visitor Will Speak This same study suggests – Costs to the
Organization Loss of time Loss of business Loss of people
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How to Listen So Your Visitor Will Speak Costs to the Organization cont:
Behavior problems amongst the staff Misunderstandings at all levels Failed Collaboration
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How to Listen So Your Visitor Will Speak Costs to The Workforce cont:
Mistrust Stress Related Illness Dissatisfaction with the Work
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How to Listen So Your Visitor Will Speak What is a leader to do?
“As a leader one must have facility in tempting the hearer into that leap of imagination that connects the verbal concept to the hearer’s own experience”
Greenleaf (1977)
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How to Listen So Your Visitor Will Speak The Good News!
“Regardless of personal style, education, or experience, better communication skills can be learned and practiced.”
Ron Classen
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How to Listen So Your Visitor Will Speak Communication is a Skill~
Reading, Writing, Speaking & Listening can be learned!
Requires practice, practice, practice Has universal applications*
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How to Listen So Your Visitor Will Speak “Communication lies at the heart of personal
interactions...” Ron Classen
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How to Listen So Your Visitor Will Speak Why is Communication Important?
Benefits Connection Clarity Partnership/Collaboration Creative Problem Solving Openness
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How to Listen So Your Visitor Will Speak Barriers
External distractions Physical environment Other people
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How to Listen So Your Visitor Will Speak Barriers
Internal Distracters Physical Psychological Cognitive Emotional
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How to Listen So Your Visitor Will Speak Barriers
Physical Pain Fatigue Comfort
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How to Listen So Your Visitor Will Speak Barriers
Psychological Stress Self Absorption Inner Dialogue Anxiety
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How to Listen So Your Visitor Will Speak My Cousin Vinny
How anxiety and stress may impact our ability to listen…
Click on the box to launch the video
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How to Listen So Your Visitor Will Speak Barriers
Emotional Uncomfortable Feelings Overly Concerned About One’s Well-being Embarrassment
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How to Listen So Your Visitor Will Speak Barriers
Cognitive Expectations Rebuttal Yes, But Making the Dots
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How to Listen So Your Visitor Will Speak How cognitive factors may impact one’s
communication…. Notice how this young man reacts to his internal
expectations and how he creates the dots.
Click on the box to launch the video
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How to Listen So Your Visitor Will Speak Listening is about RESPECT
“Listening to someone may be the cheapest concession you can make. We all feel a deep need to be understood”
William Ury
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How to Listen So Your Visitor Will Speak Promoting Listening
Space Engagement Eye Contact Body Language Paraphrasing Effective Questions Curiosity Acknowledging Feelings Empathy
Gerald Monk, Ph.D & Stacey Sinclair, Ph.D
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How to Listen So Your Visitor Will Speak Listening
Helps people relax and develop trust Facilitates focus on relevant issues Conveys empathy, respect and acceptance of
persons
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How to Listen So Your Visitor Will Speak Listening
Helps identify and summarize each person’s ideas, perceptions and concerns
Leads to a clear statement of problems and issues
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How to Listen So Your Visitor Will Speak Listening
Intent 3 (listen):1 (speak) Message quality
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How to Speak So Your Visitor Will Listen “Good is the enemy of great.”
Jim Collins (2001)
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Speaking So Others Will Listen Which conversation is it?
Meet and greet Information receiving Relationship building
Walking the talk Right - right
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Speaking So Others Will Listen Which conversation is it?
Closing the deal Reporting findings
Or Righting a wrong
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Speaking So Others Will Listen A 6 step strategy (A.A.L.E.E.)
A – anticipate A – adjust L – listen E – empathize E - explain
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Speaking So Others Will Listen Anticipate
The visitor’s needs Information Emotional support Social connection Reflective listening
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Speaking So Others Will Listen Adjust
Your communication for Language Culture Nonverbal Timing Pace Depth What vs what and how
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Speaking So Others Will Listen Listen
How much Understanding Clues Respect Hook up
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Speaking So Others Will Listen Empathize
Not agreement but recognition Situation Concerns Fears Hopes Anxieties Needs
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Speaking So Others Will Listen Explain
Only after … Give the other notice Give the information
Timely Accurate Sensitive Transparent Complete
Take Notice
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Speaking So Others Will Listen Recap A.A.L.E.E.
A – anticipate A – adjust L – listen E – empathize E – explain
Three times
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Speaking So Others Will Listen A health care example
The conversation is both a Meet and greet
And Walk the talk
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Speaking So Others Will Listen Note how the doctor:
Anticipates Adjusts Listens Empathizes Explains
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Speaking So Others Will ListenHealth care demonstration of A.A.L.E.E.
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Speaking So Others Will Listen What did your inquiry reveal?
The wrong thing the right way The right thing the wrong way The right thing the right way
Three health care examples
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Speaking So Others Will Listen The T.E.A2.M. Approach
T - truth, transparency, teamwork E - empathy A - apology A - accountability M - management
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Speaking So Others Will Listen T - truth, transparency, teamwork
But first… What How Who
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Speaking So Others Will Listen E – Empathize
You show before they know Knowing is showing Pinching the pinky toe Platinum not gold
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Speaking So Others Will Listen A - Apology
Effective apology Who offers
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Speaking So Others Will Listen A - Apology
*5 Rs to effective apology Recognition Regret Responsibility Remedy Realignment
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Speaking So Others Will Listen A - Accountability
Who owns the solution What is the plan Who are the players and what are the roles
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Speaking So Others Will Listen M – Management
Emotional support Ongoing communication Help in recovery
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Speaking So Others Will Listen Recap the T.E.A2.M. Approach
T - truth, transparency, teamwork E - empathy A – apology/accountability M - management
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Speaking So Others Will Listen Wrap up
Use your tools Determine the conversation Maintain your focus Take care of your self Do good work Stay connected
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Speaking So Others Will Listen
To understand or explain A – anticipate A – adjust L – listen E – empathize E - explain
To right a wrong T - truth, E - empathy A - apology A - accountability M - management
Summary
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Final Thoughts
How does a 6 step strategy have only five steps? 5 steps to becoming good The hidden step From good to great The cost of greatness
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Contact Information Susana Garcia
[email protected] (559) 448-5189
David Richardson [email protected] (909) 427-7720
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References Classen, R., & Reimer, D. (2005). Basic institute in
conflict management and mediation. Fresno, California: Fresno Pacific University.
Collins, J. (2001). Good to great (1st ed.). New York, NY: HarperCollins Publishers.
Fellowship Bible Church. (2005). Get Service. Retrieved July 26, 2008 from www.fbclr.org
Greenleaf, R. K. (1977). Servant leadership a journey into the nature of legitimate power and greatness. Ramsey, N.J.: Paulist Press.
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References Launer, D. (Producer) & Schiff, P. (Producer). (1992). My
Cousin Vinny [Motion picture]. United States: Twentieth Century Fox Home Entertainment, Inc..
Monk, G. & Sinclair, S. (2008). Conflict Resolution and Narrative Mediation for Healthcare Professionals. Emeryville, California: Kaiser Permanente.
O’Connell, D. (2008). Communicating Unanticipated Adverse Outcomes with Patients. Oakland, California: Kaiser Permanente.
Potter, John W. "Communicating with the Unhappy Refractive IOL Patient." Mastering Refractive IOLs: the Art and Science. Thorofare: SLACK, 2008. 807-810.
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References Sales and Marketing Management. (2006, December
22). The cost of poor communication. Retrieved March 16, 2010, from managesmarter.com
Ury, W. (1993). Getting past no (1st ed.). New York, New York: Bantram Books.
VitalSmarts. (2006, February 8). Silence kills, dialogue heals. Retrieved March 3, 2008, from silencekills.com