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Improving Communication & Participant Complaint Resolution For Connections To Independence.

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Presentation on theme: "Improving Communication & Participant Complaint Resolution For Connections To Independence."— Presentation transcript:

1 Improving Communication & Participant Complaint Resolution For Connections To Independence

2 Communication  Communication skills are some of the most important skills that you need to succeed in the workplace.  Involves a sender and a receiver  To be successful receiver must understand the message in the way the sender intended  To be an expert communicator you must be effective at all points in the communication process and be comfortable with the different channels of communication.

3 Let’s take the….. COMMUNICATION QUIZ Are you communicating effectively?

4 The Communications Process Source Encoding ChannelDecoding Receiver Feedback Context MSG

5 The Source – Planning Your Message  To plan your communication:  Understand your objective. Why are your communicating?  Understand your audience. With whom are you communicating? What do they need to know?  Plan what you want to say and how you’ll send the message.  Seek feedback on how well your message was received.  Good communicators use KISS.  Keep It Simple and Straightforward

6 Encoding – Creating a Clear, Well Crafted Message - Verbal  You need to consider not only what you say, but also how you think the recipient will perceive it.  Understand what you truly need and want to say  Anticipate the other person’s reaction  Choose words and body language that allow the other person to really hear what you’re saying

7 Encoding – Creating a Clear, Well Crafted Message - Written  Words on a page generally have no emotion.  When writing take time to do the following:  Review your style  Avoid jargon or slang  Check grammar and punctuation  Check for tone, attitude, nuance and other subtleties  Familiarize yourself with your company’s writing policies  Use pictures, charts and diagrams  Consider the cultural context

8 Choosing the Right Channel  Along with encoding the message you need to choose the best communication channel to send it.  Email: for simple directions is practical.  If message is complex or has any negative emotional content, communication Face to Face or by Phone.  To determine the best way to send a message consider:  Sensitivity and emotional content  How easy it is to communicate detail  The receiver’s preferences  Time constraints  The need to ask and answer questions

9 Decoding – Receiving and Interpreting a Message  To be a great communicator you need to listen.  Active listening = effective listening  Look at the person  Pay attention to body language  Avoid distractions  Nod and smile  Think back about what the person has said  Allow the person to speak  Don’t interrupt  Empathic listening allows you to understand the underlying feelings the speaker is expressing

10 Receiver  Must keep in mind the actions or reactions you hope your message will get from this audience.  Each of these individuals enters into the communication process with ideas and feelings that will influence their understanding and their response.  To be a successful communicator you should consider this before delivering your message

11 Feedback  Feedback can be verbal or non-verbal.  Feedback through body language is the most important source of clues to the effectiveness of your communication.  You can learn what the other person is saying  Ask questions to ensure that you have understood each other

12 Context  The situation in which your message is delivered is the context. This may include:  The surrounding environment  Broader culture  Corporate culture  International culture  Etc.

13 Communication Summary  The Source – Planning Your Message  Encoding – Creating a Clear, Well Crafted Message Verbally or in writing  Choose the right channel: email, phone or face-to- face  Decoding – Receiving and Interpreting a Message  Receiver - Must keep in mind the actions or reactions you hope your message will get from this audience.  Feedback – can be verbal or non-verbal  Context – the situation your message is delivered

14 Utilizing Communication  So how can we utilize communication to help deal with difficult behavior?  First, let’s take a look at difficult behavior and it’s causes.

15 Difficult Behavior You can’t control the behavior but you can control your response to it.

16 Causes  Illness  Disability  Possibility of death  Emotional change  Physical changes  Pain All race through their minds

17 Why?  Fear of loss of control is a huge problem for many people and is often the root of behavior problems  They will grasp at anything to try to control the situation  Family members will go through these same emotions due to the causal factors.

18 5 R’s  Remain calm  Respond to person’s feelings  Reassure the person  Remove yourself  Return when you are calm

19 Communication for When a Person Refuses Help  Involve them as much as possible  Assure them they have the final say  Reinforce that your aim is to work with them to keep them at home  Watch for body language clues for feedback  If at first you don’t succeed wait 15 minutes and try again  Be patient

20 Excessive Complaints and Angry Behavior  Don’t downplay feelings  Don’t take personally  Say “You seem really frustrated, what can we do to make it better next time?”  Let them talk about their anger  LISTEN! (empathic and active)  Make an effort to respect demands that may seem petty to you, but are important to them  Learn triggers and avoid them

21 Anxious Behavior  Chronic disability may make the person more anxious than normal.  Anxiety may make the person feel:  Restless  Dizzy  Hot or chilled  Heart pounding  Not enough air  Insomnia  Identify and decrease things that may be causing anxiety  Look for feelings behind demands  Reassure things are under control  Encourage deep breathing  Encourage hydration

22 Disrespectful Behavior  Calm yourself  Use I statements such as: “When you use that tone of voice I feel unappreciated.”  Communicate politely how you’d like to be treated. Remember to consider the channel: (is this phone or face-to-face)  Utilize empathic and active listening to understand what the person is actually saying behind the disrespectful words  Ask if you did something to offend them and if you did apologize

23 Communication and Difficult Behavior  In most cases of difficult behavior utilizing communication skills will aid you in diffusing the situation.  Consider the context in which you are delivering your message and what you are trying to convey.  Keep in mind the actions or reactions you may receive from your audience.

24 To Review: A Scenario  In groups of three or four, read through your scenario.  Using the 5 R’s and other tips you’ve learned, how would you respond to your scenario. Include the steps in the communication process learned during this training.  Present to the rest of the group

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