EFFECTIVE COMMUNICATION

WAFA AL-AHMEDBSC, PGD, MLS(ASCP) CM

SENIOR QUALITY ASSURANCE OFFICERARABIC MEDICAL CENTERWALAHMAD@AMC-HOSPITAL.COM

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AIMHow to Communicate Effectively in Workplace

OBJECTIVES

• What is Communication?

• What is effective communication

• Process & Equation for Communication

• Importance of Effective Communication

• How to Communicate Effectively

• Barriers for effective communication

• How to Improve communication skills

• How to create effective communication skills

WHAT IS COMMUNICATION

The process of communication is what allows us to interact with other people, in order to, exchange knowledge, experiences, ideas and information with others, whether by speaking, writing, or behaviors.

SITUATION

•Med tech received blood unit without registration or writing on the communication book.

WHAT IS EFFECTIVE COMMUNICATION

Effective Communication

Understand own & othersemotions & intentions

Two Way Street Non-verbal

Communication

Engaged Listening

Mange Stress

Improve TeamworkDecision Making

Problem Solving

Effective communication enables you to communicate negative or difficult messages without creating conflict or destroying trust

PROCESS OF COMMUNICATION

Sender ReceiverReceiv

erSender

THE COMMUNICATION EQUATION

What You Hear 40%

What You See or Feel 50%

•Words 10%

IMPORTANCE OF EFFECTIVE COMMUNICATION

•75% of employee time spent in communicating

•Organizational success based on effective communication

•Most of problems in organization are due to poor communication

POOR COMMUNICATION POOR PERFORMANCE

•Negative outcomes

•Errors

•Decrease productivity

•Lower morale

•Confusion

•Dissatisfaction

HOW TO COMMUNICATE EFFECTIVELY

•Never Personalize Criticism•Understand the Situation•Be Understanding•Learn From Your Mistakes

BARRIERS TO EFFECTIVE COMMUNICATION

Barriers to effective communication

Language

DistractionLack of interest

DiscomfortWith the topic

Too many questions

Time

Disability

Noise

Put down

Stress Negative body

language

Lack of focus

Effective Communication Skills

Eye contact

SilenceChecking

for understanding

Smiling face

Summarizing

Encourage to continue

HOW TO IMPROVE COMMUNICATION SKILLS

•Listening•Empathy•Patience•Clarity•Positivity

EFFECTIVE LISTENING

• Give attention- Look interested• Avoid interrupting- Get involved• Respect right to share• Test your understanding- Summarize• Inhibit emotional responses• Pay attention to non-verbal messages• Neutralize your feelings

EMPATHY

SITUATION

•Med tech received blood unit without registration or writing on the communication book.

SITUATION

•Role play to call the doctor or nurse with a critical value.

PROCESS

• 1.introduce your self• 2.dectate patient name • 3.dectate the patient ID slowly• 4.dectate the critical value slowly• 5.ask for the receiver name• 6.ask the nurse to recite the name & critical value To make sure that the message delivered & received correctly

OBJECTIVES

• What is Communication?

• What is effective communication

• Process & Equation for Communication

• Importance of Effective Communication

• How to Communicate Effectively

• Barriers for effective communication

• How to Improve communication skills

• How to create effective communication skills

Thank you