HiTouch Healthcare ADAPTABILITY FLEXIBILITY WHAT TO EXPECT IN

Hi-Touch Healthcare

ADAPTABILITY & FLEXIBILITY

WHAT TO EXPECT IN THIS PRESENTATION Importance of Communication Competency • Finger-Focus Activity Define: Adaptability and Flexibility Stress in Healthcare • Impromptu Speaking Activity Moral Dilemma Activity Social Penetration Theory • Write & Respond: Case Study Activity Self-Monitor Questionnaire Thrive or Dive

IMPORTANCE OF COMMUNICATION AND SOFT SKILLS Communication is “the skill that can possibly have the greatest impact on effective healthcare delivery. It really is the key to clinical governance and demands as much attention, respect and sustaining as other seemingly ‘harder’ targets. However, often the mere mention of the importance of communication causes less than positive reactions in healthcare professionals. ” (Jelphs, 2006, senior fellow at the Health Services Management Centre at the University of Birmingham)

COMMUNICATION COMPETENCY Adaptability (and we add the term flexibility) • Able to modify your behaviors as the situation demands Cognitive Complexity • Ability to understand a given situation in multiple ways Self-Awareness (self-monitoring) • Awareness of how your behavior is affecting others _________________________ Empathy • Skill at identifying and feeling what others around you are feeling Ethics • Guidelines in judging whether something is morally right or morally wrong

FINGER-FOCUS ACTIVITY Intertwine your fingers on both hands, as is natural for you.

WHAT’S THE DIFFERENCE Flexibility: Computer Crash Adaptability : Program Upgrade • Embrace urgencies with grace, kindness, and a positive attitude • Accept that the unexpected is the norm • Demonstrate willingness to adapt to quickly changing situations • How: A personality driven trait that calls for personal motivation and self-awareness in order to respond appropriately and effectively • An agent of change management • Features a permanent change (but know that nothing is permanent) • How: Combines using critical thinking and planning skills with a commitment to embrace change in support of organizational initiatives

“Change is not made without inconvenience, even from worse to better. ” -Richard Hooker

PUBLIC HEALTH STRESS CONCEPT Preventive Stress Management in Organizations, second edition, 2012 cited in Henry J. Does, MD, FAIS Power. Point

IMPROMPTU SPEAKING ACTIVITY You will be given 2 minutes to write a 3 -4 minute speech. You will choose between 3 different topics. After 2 minutes, you will turn over your index card. The presenter will call on random participants to stand deliver at the front of the room.

IMPROMPTU MARKERS Introduction 1. Attention getter that relates to topic 2. Say/read the topic 3. Agree or disagree with the topic 4. Preview 2 reasons in support of your view (Transition to body… “to begin”…) Body 1. Point one explanation then transition to pt. 2 2. Point two explanation then transition to conclusion Conclusion 1. Review the preview of two points 2. Return to the topic and end with a note of finality!

IMPROMPTU TOPICS CHOOSE JUST ONE Technology is the best thing to happen to healthcare. Teamwork is overrated in healthcare. The cafeteria should offer healthier choices.

MORAL DILEMMA ACTIVITY (DO NOT TALK) You are driving down the road in your car on a wild, stormy night when you pass by a bus stop and you see three people waiting for the bus: 1. 2. 3. An elderly woman who looks as if she is about to die. An old friend who once saved your life. The perfect partner you have been dreaming about. Which one would you choose to offer a ride to, knowing that there could only be one passenger in your car?

COGNITIVE COMPLEXITY

SOCIAL PENETRATION THEORY COMMUNICATIONSTUDIES. COM 1. Orientation Stage — Also known as the “small talk” or “first impression” stage. Interaction adheres to social norms. 2. Exploratory Affective Stage — Communicators begin to reveal more about themselves, such as their opinions concerning politics and sports teams. Friendships develop at this stage. 3. Affective Stage — Communicators disclose personal and private matters. Idioms or unconventional language come through. Communicators feel comfortable enough to argue or criticize each other. Romantic relationships develop at this stage.

SOCIAL PENETRATION THEORY COMMUNICATIONSTUDIES. COM 4. Stable Stage — Communicators share a relationship in which disclosure is open and comfortable. They can predict how the other person will react to certain types of information. 5. Depenetration — Occurs when one or both communicators perceive that the cost of self-disclosure outweighs its benefits. Communicators withdraw from self-disclosure, thus ending the relationship.

REWARD-COST ASSESSMENT “Self-disclosure results in vulnerability, and becoming vulnerable to another person carry significant costs. ” (communicatonstudies. com, n. d. )

BARRIERS TO SELF-DISCLOSURE “Several factors can affect the amount of selfdisclosure between partners: gender, race, religion, personality, social status, and ethnic background. ” (communicatonstudies. com, n. d. )

SOCIAL PENETRATION THEORY

WRITE & RESPOND: CASE STUDY ACTIVITY Write a case study Brief yet detailed enough to clearly outline Social Penetration Theory issues: • Reward/Cost Assessment • Barriers to Self-Disclosure Write legibly Do not use the names or titles of the people involved (can be hypothetical)

SELF-MONITOR QUESTIONNAIRE Please complete quickly, quietly, and individually.

SELF-MONITOR WHAT’S IN A NUMBER? 7 – 22: Work on self-monitoring; have a close peer or friend give feedback. 23 – 38: Moderate level of monitoring behaviors but a good sense of self-awareness. 39 – 56: High-self monitor which usually makes your interpersonal communication more effective.

“BY ITS VERY NATURE; THE PROVIDER-PATIENT ENCOUNTER IS INTERPERSONAL COMMUNICATION” (BYLUND, ET. AL, 2012) Adaptability (and flexibility) • Able to modify your behaviors as the situation demands Cognitive Complexity • Ability to understand a given situation in multiple ways Self-Awareness (self-monitoring) • Awareness of how your behavior is affecting others

THE CHOICE: Thrive Dive

THANK YOU! Questions? Comments?