1.1 Course Slide Handout - (CourseWikia - Com)

1/2/2021
Communication
Basics
PRACTICAL APPLICATION FOR HEALTHCARE LEADERS &
PROJECT MANAGERS
© Jane Doe Consulting LLC
Requestor: Would you please take out the

garbage, put gas in the car, and
tell Aunt Jane we’ll be over on
Thursday?

Thursday?
Responder: Sure! I’ll do it on my way home

from work.
Jane Doe Consulting LLC. All Rights Reserved.

1
1/2/2021
What…does…that…mean?

Thursday?
Responder: Sure! I’ll do it on my way home

from work.
Guess #1:
Sure, you’ll take out the garbage. And you’ll

put gas in the car on your way home from
work.
Any word on notifying Aunt Jane?
Jane Doe Consulting LLC. All Rights Reserved. 2

1/2/2021
Guess #2:
Sure, you’ll get gas on the way home from

work.
Will the house smell of rotten eggs when I return?

Are we surprising Aunt Jane on Thursday?
Guess #3:
Sure, you’ll stop by Aunt Jane’s house to tell

her after getting gas on your way home from
work.
Still no answer on the rotten eggs?

But at least Aunt Jane now knows to
bake an extra pie! 
What’s the
point? Communication is key!

1/2/2021
Statistics
69% General communication
20% Delivering the “company line” in a genuine way
19% Giving clear directions
16% Speaking face to face
10
Correctly explain the Communication Loop

Objectives

 Correctly identify 4 components of an

effective message
 Describe 2 considerations to address during
communication planning
 Correctly identify 3 components of active
listening
 Describe 3 techniques to improve meeting
management
11
The Process
12

1/2/2021
Communication Loop
Information
(Encode)
Effective
Sender Receiver
Communication
Clarification/
Confirmation
(Decode)
13
Communication Loop
Information
(Encode)
Effective
Sender Receiver
Communication
Clarification/
Confirmation
(Decode)
14
Communication Loop
Information
(Encode)
Effective
Sender Receiver
Communication
Clarification/
Confirmation
(Decode)
15

5
1/2/2021
Communication Loop
Information
(Encode)
Effective
Sender Receiver
Communication
Clarification/
Confirmation
(Decode)
16
Messaging
17
Accurate
Message

 Clear
Components
18

1/2/2021
Can you please tell them when it’s

ready?
19
What…does…that…mean?
20
Can you please tell them when it’s

ready?
For what??
Can you please tell Jean and Raj when

the updated job description is ready to
be uploaded to the website?
21

7
1/2/2021
Accurate
Message

 Clear
Components  Consistent
22
Example:
To: janedoe123@emailaddress.com
Cc:
Subject: Review Request – Rehab Supervisor Job Description
______________________________________________________________________
1
Hi Jane! I reviewed it and think it’s perfect! Also, would you mind sending
over the information2on the new OT so I can see how much homecare
experience she has? And can you tell me when the new SLP can start
onboarding?
Thank you!
23
Accurate
Message

 Clear
 Necessary
24

1/2/2021
Accurate
Message

 Clear
 Necessary
 Defined Purpose
25
Examples:
Cc:
Subject: FYI – New Policy on XYZ
______________________________________________________________________
Good Morning Team! This is to notify you of….
Cc:
Subject: Review Request – New Policy on XYZ – Due 1/26
______________________________________________________________________
Good Morning Jane! Would you please review this new policy by 1/26 and…
26
Accurate
Message

 Clear
 Necessary
 Defined Purpose
 Concise
27

1/2/2021
Which looks better to you?
Hey! What are your thoughts on this plan for later? I thought we could
have falafel for dinner at Kamal’s, then thought we could watch a movie
at the theater afterward, then was hoping we could stop and share a
sundae at the Whistle Spot…thoughts?
Hey! What are your thoughts on this plan for later?

• Falafel for dinner at Kamal’s ~6pm
• watch a movie at the theater ~8pm
• stop for a sundae at the Whistle Spot ~10pm
28
Accurate
Message

 Clear
 Necessary
 Defined Purpose
 Concise
 Address all requests
29
Which responder are you?

Sender:
Responder (Option 1):
(11 hours later and no response, leaving it a mystery to the sender if you
even received the message. Why????)
30

1/2/2021

Sender:

Hey! I’m just about to head into a meeting, but I’ll look over everything and
get back to you as soon as I get a chance.
Thank you for putting a plan together!

31

Sender:
Responder (Option 1): Maybe.
(Maybe?? What does that mean? Maybe falafel? Maybe movie? Maybe
sundae? Maybe to all? The uncertainty…why??)
32

Sender:

• Falafel for dinner at Kamal’s – Sure!
• watch a movie at the theater – How about a walk in the park instead?
• stop for a sundae at the Whistle Spot – I’ll think about it and will let you
© Jane Doe Consulting LLC know after my next meeting.
33

1/2/2021
Accurate
Message

 Clear
 Necessary
 Defined Purpose
 Concise
 Address all requests
34
Reply vs. Reply All
 Reply  sends a response only to the sender
 Reply All  sends a response to everyone on the message
35
Tone
 Draft  Re-read
 ‘You’ verbiage
36

1/2/2021
Communication
Planning
37
Mode
Communication 
Considerations
38
Mode
Communication 
 Timing
Considerations
39

13
1/2/2021
Mode
Communication 
 Timing
Considerations
 Accessibility
40
Mode
Communication 
 Timing
Considerations
 Accessibility
 Audience
41
Mode
Communication 
 Timing
Considerations
 Accessibility
 Audience
 Lessons Learned
42

1/2/2021
Active Listening
Spataro & Bloch (2017)
43
Essential Elements  Non-verbal involvement
of Active Listening  Reflect the speaker’s message

 Question the speaker
Weger et al. (2010)
44
Paraphrasing
Behavioral 
 Focus on content AND delivery

Components
 Effort as a participant
 Body language
 Eye contact
Pearce, Johnson, & Barker. (1995)
45

1/2/2021
What makes it so challenging?
 Era of being heard

 Education focused on public speaking/presentation skills
 Requires cognitive & behavioral activities  internalization
46
Tool:
Spataro, Sandra E., and Janel Bloch. "“Can you repeat that?”
Teaching active listening in management education." Journal of
Management Education 42.2 (2018): 168-198.
47
Meeting
Management
48

16
1/2/2021
n (n-1)/2
Meaningful
Communication 5 (5-1)/2 = 10
7 (7-1)/2 = 21
49
Preparing for the meeting
Meeting
Management Running the meeting
Post – meeting follow up
50
Meeting
Management Preparing for the meeting
51

1/2/2021
Meeting
52
Meeting
Management Post – meeting follow up
53
Preparing for the meeting
Meeting
Post – meeting follow up
54

18
1/2/2021
References & Good Reads

 https://hbr.org/2016/03/two-thirds-of-managers-are-uncomfortable-
communicating-with-employees
 Effective Communication by Dave Sharpe (May 1991) -
http://www.msucommunitydevelopment.org/effectivecommunication.
html
 15 email etiquette rules every professional should know by Allana
Akhtar and Marguerite Ward (September 2020) -
https://www.businessinsider.com/email-etiquette-rules-every-
professional-needs-to-know-2016-1
 Spataro, Sandra E., and Janel Bloch. "“Can you repeat that?” Teaching
active listening in management education." Journal of Management
Education 42.2 (2018): 168-198.
 Pearce, C. G., Johnson, I. W., Barker, R. T. (1995). Enhancing the student
listening skills and environment. Business Communication quarterly,
58(4), 28-33.
 Weger, H., Castle, G. R., Emmett, M. C. (2010). Active listening in peer
internviews: The influence of message paraphrasing on perceptions of
listening skills. International Journal of Listening, 24, 34-39.
55

19

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1/2/2021

© Jane Doe Consulting LLC

Requestor: Would you please take out the

© Jane Doe Consulting LLC

Requestor: Would you please take out the

Responder: Sure! I’ll do it on my way home

© Jane Doe Consulting LLC

Jane Doe Consulting LLC. All Rights Reserved.

© Jane Doe Consulting LLC

Requestor: Would you please take out the

Responder: Sure! I’ll do it on my way home

© Jane Doe Consulting LLC

Sure, you’ll take out the garbage. And you’ll

Any word on notifying Aunt Jane?

© Jane Doe Consulting LLC

Jane Doe Consulting LLC. All Rights Reserved. 2

Sure, you’ll get gas on the way home from

Will the house smell of rotten eggs when I return?

© Jane Doe Consulting LLC

Sure, you’ll stop by Aunt Jane’s house to tell

Still no answer on the rotten eggs?

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

Jane Doe Consulting LLC. All Rights Reserved. 3

69% General communication

20% Delivering the “company line” in a genuine way

19% Giving clear directions

16% Speaking face to face

© Jane Doe Consulting LLC

Correctly explain the Communication Loop

 Correctly identify 4 components of an

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

Jane Doe Consulting LLC. All Rights Reserved. 4

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

Jane Doe Consulting LLC. All Rights Reserved.

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

Jane Doe Consulting LLC. All Rights Reserved. 6

Can you please tell them when it’s

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

Can you please tell them when it’s

Can you please tell Jean and Raj when

© Jane Doe Consulting LLC

Jane Doe Consulting LLC. All Rights Reserved.

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

Jane Doe Consulting LLC. All Rights Reserved. 8

© Jane Doe Consulting LLC

Good Morning Team! This is to notify you of….

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

Jane Doe Consulting LLC. All Rights Reserved. 9

Which looks better to you?

Hey! What are your thoughts on this plan for later?

© Jane Doe Consulting LLC

© Jane Doe Consulting LLC

Which responder are you?