1. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import ESI, Charlottesville, VA

2. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Agenda 11:15am-12:15pm…..… 12:15-1:00pm………… 1:00-2:30pm………….. Understand First Lunch Be Understood

3. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems POCC Profile: Ricks Perception Attention to detail Efficient Organized Time efficient High standards High expectations Wears lots of hats Superhuman

4. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Todays Goals Professional Side –Reduced conflict and stress –Increase accuracy –Consistent operator compliance –Results without demanding –Faster solutions to challenges –Develop people who want to help Personal Side –Reduced conflict and stress –More willing compromise –More understanding –More open frank discussions

5. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems

6. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems One-way vs. Two-way communication Quicker Easier on the deliverer Harder on the recipient Results in less precise results Takes more time Harder for the deliverer Easier on the recipient Results in much more precise results

7. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Our Impressions Based on our lifes experiences No two people with the same experiences We have different impressions of the same exact thing Impressions are based on our own perspectives

8. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Perceptions: Seeing what we expect Characteristics of female for commercial Young Profile view Wearing hat and coat

14. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Communication land mines When we make judgments too soon When we advise without knowing the other persons perspective When we try to change the other persons perspective

15. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Communication 101 Listen without judging

16. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems How we respond We Evaluate: Agree or disagree We Probe: Ask questions …from our own perspective We Advise: Also from our own perspective We Interpret: Figure out peoples motives and behavior - also from our perspective

17. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Types of Listening Pretending Scene: Husband is reading paper at table, facing away from doorway. Wife steps into doorway…. Wife: Honey, does this dress make me look fat? Husband (Keeps reading): You betcha. Announcer: In the time it takes to pull out the sleep-sofa, you can get a free auto insurance quote from Geico.

18. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Selective Listening ………….. Husband and wife in car. Wife: While I work on the invitations, can you Pick up 400 pounds of sugar, 76 bulbs of garlic, and a couple of gallons of Pepto Bismol? Oh, and get some chips and stuff for the game tonight. Husband: Theres a game tonight? Types of Listening

19. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Attentive Listening Young married couple in restaurant………… Wife: I got a lot done today, honey. I interviewed three pediatricians, put in for a leave in 9 months, and cleaned out the whole study. Honey, do you know what Im saying? Husband, staring into her eyes: Yeah. You interviewed three pediatricians, put in for a leave in 9 months, and cleaned out the entire study. You did get a lot done. Can you pass the salt? Types of Listening

20. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Reloading: Instead of listening, were thinking about what were going to say. Types of Listening

21. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Active Listening: Four phases 1.Repeat the content Least effective, but tunes you in. 2.Rephrase the content Youre thinking about what theyve said. They know youre listening 3.Reflect feeling Right brain kicks in. Shows concern 4.Rephrase the content and reflect feeling Youre sincerity shows, barriers disappear Types of Listening

22. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Active Listening Marys Keys to successful communication –She showed she was engaged immediately –She didnt judge – verbally or non-verbally. This is absolutely essential. –She didnt respond from her perspective. This is all about Barbara. –She gave Barbara total freedom to speak her heart.

23. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Understand first, then be understood.

24. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Lunch: Two requests 1.Identify an issue or frustration that stems from poor communication with someone you work with. –If you could resolve the issue, what would be your ultimate goal? –How could the goal benefit the other person? 2.Discuss the issue with a colleague and spend more time listening than speaking.

25. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Be Understood

26. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems First Impressions Interior, a hospital delivery room: First Doctor: Bit bare in here today, isnt it? Second Doctor: Yes. First Doctor: More apparatus please, nurse. Nurse: Yes, doctor. First Doctor: Yes, the EEG, the BP monitor and the AVV, please. Second Doctor: And get the machine that goes Ping! First Doctor: And get the most expensive machines in case the administrator comes.

27. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems First Impressions Formed in 10 seconds Determines the level at which people will listen Formed often before you speak 60% of communication is non-verbal (30% sounds, 10% words)

28. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Bodyspeak Introductions are full-bodied Credibility Busters Your smile Deep Breath The eye connection

29. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Your Words Not what you say… Lead with You Ummm, like, wow! Start at the end Sow some seeds for tomorrows communication

30. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Im not angry Its not what you say…

31. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Im listening. Its not what you say…

32. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Hold on a second. Its not what you say…

33. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Your Words Not what you say Lead with You Ummm, like, wow! Start at the end –Why, not how –Benefits, not features Sow seeds today for better communication tomorrow

34. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Practice: Start at the end Deep breath to relax Start at the end: Why, not how Stress benefits to listeners, not features Pause to reduce umms

35. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Active Listening: Four phases 1.Repeat the content Least effective, but tunes you in. 2.Rephrase the content Youre thinking about what theyve said. They know youre listening 3.Reflect feeling Right brain kicks in. Shows concern 4.Rephrase the content and reflect feeling Youre sincerity shows, barriers disappear Practice: Active Listening

36. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Understand first, then be understood. The secret of effective communication…

37. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems Questions?