By Anne Llewellyn, RN-BC, MS, BHSA, CCM, CRRN
Editor-in-Chief of Case in Point Magazine and the Case Management Resource Guide
The last commercial that was shown on the Oscars on Sunday night was a group of deaf children enjoying a meal from McDonalds. There was no sound, just happy faces, kids laughing and using sign language to communicate between each other. The message at the end was that McDonalds was fun in any language.
This made me think of the importance of communication in our role as case managers. Being able to communicate clearly and effectively is one of the key skills that each case manager strives to achieve. Today, a number of factors, including the pace we are asked to work, the various means available to communicate and the variety of people who we communicate with, makes communicating clearly more and more challenging. Here are some simple tips that I have found to help me be a more effective communicator.
I try to be in the moment, to be open and flexible. Most times we don’t have the ability to control our environment. Things happen, and we need to be able to react. One thing we do have control over is our attitude and how we react to change. By being in the moment we can be prepared for whatever happens. Being prepared allows us to be able to handle change. In addition, understanding that we cannot control everything helps us lower our stress levels, which is important to our own well-being.
I try to be focused on what I am doing, who I am working with and the goal of the task at hand. I try to guide my communication to the person I am speaking with—the physician, the patient, or another member of the team. Each person we communicate with has their own goals, their own time restraints and their own level of understanding. Knowing this helps me focus on what I need from that person, which makes the most of everyone’s time. I also try to have live communication when possible vs. electronic communication. Live communication allows you to learn more about a person and clearly state what you need; again, this is the most efficient approach for all parties.
One of the most important keys to effective communication that I have learned is taking time to listen. Listening allow us to be better leaders, teammates and communicators. Listening also increases creativity, which is a hallmark of case management.
Let me know what tips you have developed that have made you a better communicator so we can all learn from each other!
Have a great week!
3 Responses to “Weighing the Benefits of Effective Communication”
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March 9th, 2010 at 2:17 pm
The very best communication tips I have ever learned came from a book called “Teach What You Know” by Steve Trautman. That book, based on the principles of Trautman’s “Peer Mentoring” workshop, changed the entire way that I relate to colleagues, clients, medical providers and even family members for the better.
One of the big takeaways is very simple: When conveying important info, always make sure the listener has understood what you said, but NOT by looking for a nod or believing a “yes, I understand.”
Always have them either repeat it back to you or quiz them about it to check comprehension.
And when you’re learning from someone, always reverse the process as well and you’ll be amazed at how often there was some detail you didn’t quite get.
March 12th, 2010 at 11:26 pm
The term weighing benefits helped me think of the importance of good communication. By weighing we compare; we compare effective communication to low effective or non-effective communication. To have effective communication one may need to invest in it, to work hard to be a part of it. It is not easy. It will take time and energy. However it is a good return on investment (ROA). It is worth it. As non-effective communication can cause problems which in turn can be costly in its consequences. The benefits of working hard on good communication outweigh the risks of time and energy expended. It pays for itself and then some.
Communicate to others as you would want others to communicate to you. What is important to you?
• Listening
• Respectful
• Timing
• Clarity
• Brevity
• Caring
• Fresh breath
• Tone
• Facial expression
• Body language, stance & position
• Not just eye contact, not a staring match, but smiling directly at someone & using your eyes, Tyra Banks called it, I think, “smeyes”
• Being your equal and acting like it
• Humble
• Genuine/sincere
• Know how to create humor but at the expense of others
• Trustworthy- if something might be personal, hold it in confidence, you’ll be respected if you are known for this
What characteristics or methods attract your attention and impact you?
• Someone who is easily approachable
• Someone who does not interrupt you when you are speaking
• One who takes deliberate breaks when speaking to allow the other to speak while he/she listens
• When someone respects your privacy?
o Asks for permission to speak in private, off to the side, even if it’s just a few feet away from the crowd
o This allows both persons to think, hear and respond, instead of being caught off guard
Look around your work place, think of those who you think are the best communicators. What is it about them? How do they communicate? Learn their style. Might some of his/her techniques fit you?
People often remember the first thing you said and the last thing you said, so choose your words wisely.
Especially in this day and age, there are degrees, certifications and titles, but someone who is an effective communicator, is invaluable.
March 12th, 2010 at 11:30 pm
Correction: Where I wrote about using humor. I meant to say “not at the expense of others”. I left out the word “not”. Sorry, that was a typo. Thanks.