1. Strategic Planning and Organizational Development for Health Care (HS 450) Arturo E. Rodriguez, PhD (c), MPH ARodriguez3@kaplan.edu Week 2-Workplace Communication and Content Theories of Motivation

2. Unit 2 discussion board review How will the shifts in ethnic diversity shape the future of healthcare management? How will the shifts in ethnic diversity shape the future of healthcare management? Talk about some of the biggest shifts currently in the US Talk about some of the biggest shifts currently in the US Hispanic Hispanic Asian Asian Healthcare managers need to be culturally sensitive Healthcare managers need to be culturally sensitive Healthcare industry should mirror the population that it serves Healthcare industry should mirror the population that it serves

3. Unit 2 discussion board review Which subculture do you think will be affected the most by the changes taking place in the healthcare industry? Which subculture do you think will be affected the most by the changes taking place in the healthcare industry? The question asks about subcultures…not demographics The question asks about subcultures…not demographics Choose a subculture and state why you think they would be affected by the changes Choose a subculture and state why you think they would be affected by the changes Hispanic Hispanic Asian Asian Black Black Non-Hispanic Whites Non-Hispanic Whites Non-Hispanic Whites may also experience negative effects, as they may simply not wish to visit a provider that is not white….for the very same reason that Hispanics like to visit Hispanic doctors, Asians to Asian doctors, etc. Non-Hispanic Whites may also experience negative effects, as they may simply not wish to visit a provider that is not white….for the very same reason that Hispanics like to visit Hispanic doctors, Asians to Asian doctors, etc.

4. Unit 2 discussion board review How can healthcare professionals benefit from understanding the tri- component model of attitudes? How can healthcare professionals benefit from understanding the tri- component model of attitudes? Define or illustrate the tri-component model Define or illustrate the tri-component model State how they would benefit State how they would benefit This was an opinion piece…so as long as it made some sense, you got credit! This was an opinion piece…so as long as it made some sense, you got credit!

5. Communication Exchange of thoughts, ideas, and basically any type of information Signals Signals Electronic Electronic Symbols (writing) Symbols (writing) Body language Body language

6. © 2009 Jones and Bartlett Publishers Feedback Any information that individuals receive about their behavior. Any information that individuals receive about their behavior. Different forms of feedback Different forms of feedback Descriptive Descriptive Evaluative Evaluative Prescriptive Prescriptive Different levels of feedback Different levels of feedback Group Group Relational Relational Individual Individual

7. © 2009 Jones and Bartlett Publishers Communication Channels Verbal Verbal Nonverbal Nonverbal

8. © 2009 Jones and Bartlett Publishers Communication Channels

9. © 2009 Jones and Bartlett Publishers Barriers to Communication Environmental Barriers are characteristic of the organization and its environmental setting. Environmental Barriers are characteristic of the organization and its environmental setting. Personal Barriers arise from the nature of individuals and their interaction with others. Personal Barriers arise from the nature of individuals and their interaction with others.

10. © 2009 Jones and Bartlett Publishers Overcoming Communication Barriers 1. Attention is given to messages and adequate time is devoted to listening. 2. Management philosophy encouraging the free flow of communication. 3. Reducing the number of “ links ” between sender and receiver. 4. Tailoring words and symbols so messages are understandable. 5. Using multiple channels to reinforce complex messages.

11. © 2009 Jones and Bartlett Publishers Strategic Communication Strategic communication is an intentional process of presenting ideas in a clear, concise and persuasive way. Strategic communication is an intentional process of presenting ideas in a clear, concise and persuasive way. Outcome Outcome Context Context Messages Messages Tactical reinforcement Tactical reinforcement Feedback Feedback

12. © 2009 Jones and Bartlett Publishers Flows of Intraorganizational Communication Upward Upward Downward Downward Horizontal Horizontal Diagonal Diagonal

13. © 2009 Jones and Bartlett Publishers Informal Communication The corporate grapevine is an unstructured and informal network founded on social relationships rather than organizational charts or job descriptions. The corporate grapevine is an unstructured and informal network founded on social relationships rather than organizational charts or job descriptions. Single strand Single strand Gossip Gossip Probability Probability Cluster Cluster

14. © 2009 Jones and Bartlett Publishers Cross-Cultural Communication Communication difficulties arise from differences in cultural values, languages, and points of view. Communication difficulties arise from differences in cultural values, languages, and points of view.

15. © 2009 Jones and Bartlett Publishers What is Motivation? Motivation is the psychological process through which unsatisfied needs or wants lead to drives that are aimed at goals or incentives. Motivation is the psychological process through which unsatisfied needs or wants lead to drives that are aimed at goals or incentives.

16. © 2009 Jones and Bartlett Publishers Content vs. Process Theories of Motivation Content theories of motivation explain the specific factors that motivate people and answers the question “ what drives behavior? ” Content theories of motivation explain the specific factors that motivate people and answers the question “ what drives behavior? ” Process theories of motivation helps explain how an individual ’ s behavior is energized, directed, sustained, and stopped. Process theories of motivation helps explain how an individual ’ s behavior is energized, directed, sustained, and stopped.

17. © 2009 Jones and Bartlett Publishers Maslow ’ s Hierarchy of Needs

18. © 2009 Jones and Bartlett Publishers Criticisms of Maslow ’ s Hierarchy of Needs Lack of evidence that workers have a single dominant need. Lack of evidence that workers have a single dominant need. Lack of evidence that a need diminishes in strength when gratified. Lack of evidence that a need diminishes in strength when gratified. Difficulty explaining individuals who neglect their lower level needs in pursuit of higher level needs (i.e., starving artist). Difficulty explaining individuals who neglect their lower level needs in pursuit of higher level needs (i.e., starving artist).

19. © 2009 Jones and Bartlett Publishers Alderfer ’ s ERG Theory Existence refers to an individual ’ s concern with basic material and physiological existence requirements. Existence refers to an individual ’ s concern with basic material and physiological existence requirements. Relatedness refers to the need for developing and sustaining interpersonal relationships. Relatedness refers to the need for developing and sustaining interpersonal relationships. Growth refers to an individual ’ s intrinsic need to be creative and to make useful and productive contributions, including personal development with opportunities for personal growth. Growth refers to an individual ’ s intrinsic need to be creative and to make useful and productive contributions, including personal development with opportunities for personal growth.

20. © 2009 Jones and Bartlett Publishers Herzberg ’ s Two-Factor Theory People have two sets of needs: 1. Avoidance of unpleasantness, and 2. Personal growth.

21. © 2009 Jones and Bartlett Publishers Herzberg ’ s Two-Factor Theory

22. © 2009 Jones and Bartlett Publishers Herzberg and Job Design Herzberg promoted the concept that if the work one does is significant, it will ultimately lead to satisfaction with the work itself. Herzberg promoted the concept that if the work one does is significant, it will ultimately lead to satisfaction with the work itself. Employees will be motivated to do work that they perceive to be significant!

23. © 2009 Jones and Bartlett Publishers McClelland ’ s 3-Needs Theory Three types of motivational needs: Achievement (n-Ach) Achievement (n-Ach) Power (n-Pow) Power (n-Pow) Affiliation (n-Aff) Affiliation (n-Aff)