Leadership Communication for the POCC Essential Skills for

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

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

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

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

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 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 life’s experiences • No two people with the same experiences • We have different impressions of the same exact thing • Impressions are based on our own perspectives 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 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 person’s perspective • When we try to change the other person’s perspective 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 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 people’s motives and behavior - also from our perspective 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. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems

Types of Listening Selective Listening …………. . Husband 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: There’s a game tonight? Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems

Types of Listening 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 I’m 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? Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems

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

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

Active Listening • Mary’s Keys to successful communication – She showed she was engaged immediately – She didn’t judge – verbally or non-verbally. This is absolutely essential. – She didn’t respond from her perspective. This is all about Barbara. – She gave Barbara total freedom to speak her heart. 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. 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. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems

Be Understood 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, isn’t 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. 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) 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 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 tomorrow’s communication Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems

It’s not what you say… I’m not angry Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems

It’s not what you say… I’m listening. Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems

It’s not what you say… Hold on a second. 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 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 “umm’s” Leadership Communication for the POCC: Essential Skills for Dealing Successfully with Anyone Presented by Rick Import, sponsored by Medical Automation Systems

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

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

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