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Secretary: |
Rick Lambert |
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Leadership Communication
for Point-of-Care Coordinators:
“Essential Skills for
Dealing
with Anyone”
Meeting Minutes
Wednesday, June 14, 2006 at 1:00 p.m.
Roosevelt Hospital Winston Conference Room
Presenter:
Rick Import, Medical Automation Systems
Effective Communication
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A learned skill
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Requires understanding the listener, as
well as being understood by the listener.
One-way vs. Two-way communication
One-Way:
Two-way:
Our impressions influence our ability
to communicate effectively.
Our impressions are:
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Based on our life's experiences
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Experiences differ from person to person
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Impressions of the same thing differ
from person to person.
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Impressions are based on our own
perspectives
Hindrances to effective communication
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When we make judgments to soon
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When we advise without knowing the other
person's perspective
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When we try to change the other person's
perspective
Types of Listening
It is important to listen without
judging.
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Pretending:
Gives inappropriate response to question because distracted by other
activity.
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Selective:
Only hears part of the conversation.
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Attentive:
Hears every word of what's being said but doesn't assimilate the
information.
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Reloading:
Instead of listening, thinks about what response will be.
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Active:
This is the most effective form of listening.
Four phases of Active Listening
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Repeat the content
- least effective, but tunes the listener in.
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Rephrase the content
- Lets the speaker know that the listener is thinking about what's been
said.
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Reflect feeling
- Shows concern.
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Rephrase the content and reflect
feeling - Shows sincerity,
barriers disappear.
First Impressions
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Formed in 10 seconds
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Determines the level at which people
will listen
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Formed often before a word is spoken
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§60% of
communication is non-verbal (30% sounds, 10% words.
Body language influences how well
someone listens
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Introductions should be full-bodied,
that is completely facing the intended listener
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Avoid non-verbal credibility detractors,
such as fidgeting, rocking back and forth
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Always have a smile.
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Deep breaths can help relax the speaker
and relive any tension that could be detected by the listener.
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Always make eye contact with the
listener.
Key points to effective communication
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It's not what you say; it's how you say
it.
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Lead with "You" to create a connection
with the listener.
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Start at the end to explain the why, not
the how.
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Set the stage today for better
communication tomorrow.
Final Thought for Effective
Communication
Next Meeting
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