Human Resources – Applied Leadership & OD WUSM Pediatrics Leadership Development Series Effective Communication January 18, 2017 Dawn M. Newman, Ph.D. dawn.m.newman@wustl.edu Human Resources – Applied Leadership & OD

Welcome Introductions Ground rules Tell us who you are and what your role is? Write on a Post-it® note what you would like to get from the two workshops on Communication and place it on the flipchart Ground rules Relax Participate Experiment

Objectives Examine the relationship between communication and leadership Identify communication strengths & barriers Explore the impact of change on effective communication Define strategies for enhancing work communication

Communication & Leadership In our fast-paced changing environment what can physician leaders do? (Hernandez, J. S., 2016, p.51). Listen well Communicate effectively Translate data into useable information Stop seeking permanent solutions Stay grounded in principles while focusing ahead Think divergently Be flexible Train tomorrow’s leaders now Advocate for your physicians Understand their perspectives and validate their perceptions http://libproxy.wustl.edu/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=119070328&site=ehost-live&scope=site Hernandez, J. S. (2016). LEADING YOUR PHYSICIANS: PERSPECTIVES AND PERCEPTIONS. Physician Leadership Journal, 3(6), 50-52.  

Communication Strengths Think of someone you know personally that you consider to be a very effective communicator Write down three to four attributes of his/her communication style that you admire Discuss in small groups a list of strengths of effective communicators Complete Worksheets 1 & 2 to share

Communication Barriers Think of someone you know personally that you consider to be an ineffective communicator Write down three to four attributes of his/her communication style that are of concern Discuss in small groups a list of barriers to effective communication Complete Worksheets 1 & 2 to share

Worksheet 1 - Strengths & Barriers Communication Strengths Communication Barriers

Worksheet 2 – Impact (Personal & Business) Effective Communication Ineffective Communication

What recurring strengths did you notice? Thinking Questions What recurring strengths did you notice? What barriers seem to come up more often? What surprised you about the impacts?

Types of Communication Written Verbal Nonverbal Visual https://www.reference.com/world-view/many-different-types-communication-84ac45771781ca96

Resource Link Five Communication Skills That Make Good Leaders Great http://www.forbes.com/sites/steveolenski/2016/03/29/five-communication-skills-that-make-good-leaders-great/print/ Read body language Video presence Empathic listening Clear verbal communication Writing skills

Communication Quote The most important thing in communication is hearing what isn't said. Peter Drucker Read more at: https://www.brainyquote.com/search_results.html?q=communication

Effective Communication Tips Write your tip for effective communication Pair up to briefly discuss why this tip is important in the workplace Share your colleague’s tip with the larger group

Effective Communication Tips (starter list) Choose words carefully Match tone to the situation Practice empathic listening Seek to understand the environment – generally, there is a lot going on beyond the conversation Become aware of your reactions (triggers) – respond with intent of productive outcomes Attend to your nonverbal behaviors Respond appropriately to conflict

Factors That Can Aid or Hinder Communication 2011 Annette Veech, PhD Recognition, Reward, or Blame? Power Authority Responsibility Control Process People Logistics Hand Offs Paper Trails Unexpected Emotions Expertise Culture Risk Level Support Outcomes

Effective Communication – Scenarios Part A Pick a scenario Roles Person 1 – initiate the conversation Person 2 – respond and interact Observer – capture the interaction, note what works Practice Observer share what you noticed

Effective Communication – Scenarios Part B Please refer to the “Factors That Can Aid or Hinder Communication” chart Working in your small groups, use the chart’s framework to identify factors affecting relationships and communication in your scenario Think of how the environment surrounding the communication encounter affected the outcome Share an “aha moment” or learning point

Effective Communication Streamlined Competency Model* Lead by demonstrating expectations Plan ahead to manage risk Assess stakeholders’ perspectives (logical vs. emotional) Explain logic behind critical thinking, so all envision “one” outcome Communicate strategically Focus on observable behaviors; avoid references to “attitude” Listen actively without building defense; rephrase others’ perspectives Use active voice for action; passive voice for bad news *2011 Annette Veech, PhD

Effective Communication Streamlined Competency Model* Manage the difficult moments Clarify purpose and intended outcomes Acknowledge feelings; ask variations of “five whys” Reiterate, precisely and concisely, benefits of next steps and outcomes *2011 Annette Veech, PhD

Wrap-up Effective communication is an essential element of leadership Build awareness of your communication approach Use your communication strengths Experiment with new ways to become more effective Remember to consider the impact of change & environment to understand what is happening Apply strategies for enhancing work communication

Actions Choose 1 area of communication you will experiment with during the next week Select an accountability partner Share the action with your partner Next week we will start with your action results

Effective Communication Today I learned . . .