Theresa Puckett – Must-Know Communication Strategies for Healthcare Managers: Effective Ways to Motivate, Inspire and Persuade

Outline

CommunicationCommunication

• 12 must-know strategies for verbal communication12 must-know strategies for verbal communication
• Word choice basics: Simple, specific, selectWord choice basics: Simple, specific, select
• Verbal assertiveness to use with employees and othersVerbal assertiveness to use with employees and others
• Generational differences in communicationGenerational differences in communication
• Essential tips for results-orientated meetingsEssential tips for results-orientated meetings
• Ways to improve verbal communication skillsWays to improve verbal communication skills

Navigating Difficult Situations in HealthcareNavigating Difficult Situations in Healthcare

• Working with difficult employees, providers, administrators, patients/familiesWorking with difficult employees, providers, administrators, patients/families
• Strategies for effective negotiation with administratorsStrategies for effective negotiation with administrators
• Wording for staff interventions and evaluationsWording for staff interventions and evaluations
• Conflict resolution techniquesConflict resolution techniques
• Conveying bad news to patients/familiesConveying bad news to patients/families
• How to deliver corrective action to staffHow to deliver corrective action to staff
• Respond with Heart: Service recovery methodRespond with Heart: Service recovery method
• Using intuitive design on the front end to avoid difficult situations laterUsing intuitive design on the front end to avoid difficult situations later

Motivating and Inspiring EmployeesMotivating and Inspiring Employees

• Strategies to motivate and inspireStrategies to motivate and inspire
• Discovering the variety of motivationsDiscovering the variety of motivations
• Key phrases for coachingKey phrases for coaching
• How to give directive feedbackHow to give directive feedback
• Using advocacy-inquiry scriptUsing advocacy-inquiry script
• How to get positive results from challenging conversationsHow to get positive results from challenging conversations

Teaching Staff to Communicate for SafetyTeaching Staff to Communicate for Safety

• Communicating to prevent errorsCommunicating to prevent errors
• Closed-loop communicationClosed-loop communication
• Strategies to debrief after critical incidentsStrategies to debrief after critical incidents

Promoting Team WorkPromoting Team Work

• Effective team buildersEffective team builders
• Teaching team communication strategiesTeaching team communication strategies
• Using team self-correction trainingUsing team self-correction training

Creating Dynamic Oral PresentationsCreating Dynamic Oral Presentations

• Audience assessmentAudience assessment
• Secrets of effective power presentationsSecrets of effective power presentations
• Presentation “Don’ts” that can easily be avoidedPresentation “Don’ts” that can easily be avoided
• Overcoming fear of public speakingOvercoming fear of public speaking

Nonverbal Communication StrategiesNonverbal Communication Strategies

• 10 critical body language tips10 critical body language tips
• Nonverbal communication trapsNonverbal communication traps
• Cultural differencesCultural differences
• Strategies for active listeningStrategies for active listening

Using Persuasive VisualsUsing Persuasive Visuals

• 6 must-know charts for conveying results6 must-know charts for conveying results
• Do’s and Don’ts of using charts/graphsDo’s and Don’ts of using charts/graphs

Refining Informal WritingRefining Informal Writing

• The 10 times not to emailThe 10 times not to email
• Passive versus active voicePassive versus active voice
• Guidelines for writing meeting minutesGuidelines for writing meeting minutes
• Writing memorable memosWriting memorable memos

Exploring Formal WritingExploring Formal Writing

• 10 tips for improving written documents10 tips for improving written documents
• Language structure for report writingLanguage structure for report writing
• Policy writing simplifiedPolicy writing simplified