1. Human Resources – Applied Leadership & OD
WUSM Pediatrics Leadership Development Series Effective Communication
January 18, 2017
Dawn M. Newman, Ph.D.
Human Resources – Applied Leadership & OD

2. 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

3. 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

4. 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
Hernandez, J. S. (2016). LEADING YOUR PHYSICIANS: PERSPECTIVES AND PERCEPTIONS. Physician Leadership Journal, 3(6),  

5. 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

6. 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

7. Worksheet 1 - Strengths & Barriers
Communication Strengths
Communication Barriers

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

9. 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?

10. Types of Communication
Written
Verbal
Nonverbal
Visual

11. Resource Link Five Communication Skills That Make Good Leaders Great
Read body language
Video presence
Empathic listening
Clear verbal communication
Writing skills

12. Communication Quote
The most important thing in communication is hearing what isn't said. Peter Drucker
Read more at:

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. Effective Communication
Today I learned . . .