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

Outline

Communication

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

Navigating Difficult Situations in Healthcare

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

Motivating and Inspiring Employees

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

Teaching Staff to Communicate for Safety

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

Promoting Team Work

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

Creating Dynamic Oral Presentations

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

Nonverbal Communication Strategies

• 10 critical body language tips
• Nonverbal communication traps
• Cultural differences
• Strategies for active listening

Using Persuasive Visuals

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

Refining Informal Writing

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

Exploring Formal Writing

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