How to Get Your Message Across Fall 2010 Harvard Business F ll H d B i Review On Point1 E. Phillips Polack, MD, MA, FACS Clinical Professor Department of Surgery West Virginia University School of Medicine [email protected] wvu edu [email protected] Information vs. Communication Information = giving out I f i i i whereas Communication = getting through in the complex organizational culture of Medicine p g A definition of A definition of communication the process of a source stimulating meaning in the mind of the receiver by means of verbal and nonverbal y messages McCroskey, Richmond 2 SMRC Model of Communication Polack & Avtgis 3 The McCroskey Model of Communication Polack & Avtgis 3 How We Assimilate Information Visual – Vi l 30% % Auditory – 25% Kinesthetic – 15% Auditory and Visual – 30% 4 Richmond, Gorham , Dr. Ray I. Birdwhistell [a ballet dancer turned anthropologist who wished to study how different people communicate through posture communicate through posture, gesture, stance, and movement from the University of Pennsylvania] h U i i f P l i ] concluded 70% of the message is sent by body language, 23% by the tone or inflection of our voices and 7% by the words that we use. Polack, Richmond, McCroskey 5 Group versus Team Group versus Team Groups – G individuals with individual interests i di id l i h i di id l i and individual concerns working with each other other. Team – individuals who come together to produce a joint product. d j i t d t Safety = a joint product Hackman, Johnson 6 Crew Resource Management [CRM] Flanagan 7 Merrit, Helmreich 8 Change – h requires strategic i i p planning and willing participants g gp p Culture Culture can be defined as traditions, customs, C l b d fi d di i norms, beliefs, values and thought patterning that are passed down from generation to generation. Infante, Rancer, Avtgis 9 Two major vehicles for cultural change Education imparting knowledge Education – Training – i i acquisition of f demonstrable skills Polack, Richmond, McCroskey 5 SIR MISER à S =Vital Signs à M =Mechanism of injury à I =Injuries à I = Injuries à R =Response à S = Vital Signs à E =Environment Environment à R =Response to treatment Rural Trauma Team Development Course, 3rd Edition © 10 Five Hurdles to Jump in Communication Exposure Attention – must be positive/concrete Attention Perception – do they understand it? And is it useful? R t ti – people will retain positive and useful Retention l ill t i iti d f l messages for which they have a schema R ll Recall McCroskey, Richmond 2 Misconceptions of Misconceptions of Communication Words have meaning. Communication is a verbal process Telling is communicating Communication will solve all our problems Communicating is a good thing. Polack, Avtgis Polack Avtgis3 Misconceptions of Misconceptions of Communication cont. The more you communicate, the better. Th i t th b tt Communication can break down. C Communication is a natural ability. i ti i t l bilit Interpersonal communication is intimate communication Competent communication is effective communication Polack, Avtgis Polack Avtgis 3 Communication Costs Communication Kills The Agency for Health Care Research and Quality, 2007 11 “The problem with communication is the “Th bl i h i i i h illusion that it has been accomplished” George Bernard Shaw12 1. 2. 3. 4. 5. 6. 7. How to Get Your Message Across. Fall 2010 Harvard Business Review On Point McCroskey, JC, Richmond, VP. Fundamentals of Human Communication: An Interpersonal Perspective. Prospect Heights, IL: Waveland Press; 1996. Polack, EP, Avtgis, TA. Medical Communication: Defining the Discipline. Dubuque, IA: Kendall Hunt. In press Richmond, VP, Gorham, J. Communication, Learning and Affect in Instruction. Action, MA: Tapestry Press; 1992. Action, MA: Tapestry Press; 1992 Polack, EP, Richmond, VP, McCroskey, JC. Applied Communication for Health Professionals. Dubuque, IA: Kendall Hunt; 2008 Hackman, MZ, Johnson, CE. Leadership: A Communication Perspective. 4 , , , p p 4th ed. Long g Grove, IL: Waveland Press; 2004. Flanagan, JC. The critical incident technique. Psych Bull. 1954;51:327‐359. 8. Merrit, AC, Helmreich, RL. Human factors on the flight deck: The influence of national culture. J Cross‐Cult Psych. 1996;27:5‐24. 9. Infante, DA, Rancer, AS, Avtgis, TA. Contemporary Communication Research. Dubuque IA: Kendall‐Hunt © 3rd Edition. American College of R l T Rural Trauma Team Development Course T D l t C Editi A i C ll f Surgeons, Committee on Trauma; 2010. The Agency for Health Care Research and Quality, 2007 . Retrieved on April; 7, 2010 from www.ahrq.gov. qg Shaw, GB. Man and Superman; 1905. 10. 11. 12.
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