Must-Know Communication Strategies for Healthcare Managers – Theresa Puckett
- Faculty:
- Theresa Puckett
- Duration:
- Full Day
- Format:
- Audio and Video
- Copyright:
- May 03, 2016
Description
- Maximize verbal assertiveness
- Conquer the most challenging conversations – with patients, families, providers and staff
- Practice dialogue that will motivate and inspire employees
- Facilitate team cohesion and self-correction strategies
- The 10 times not to email
- Avoid the nonverbal communication traps that impede your goals
We’ve all been in a situation where we’ve experienced difficulty expressing ourselves. We walk away from the encounter wondering why we failed to get the point across. In daily professional and personal life, the key to getting what we want and need is achieved through communication. This seminar will give you the critical tools for improving your communication, which will ultimately progress your performance, facilitate your team’s outcomes and advance your career.
You will participate in exercises that convey key points and practice dialogue for complex situations. Expect to walk away with strategies that you can use the next day to motivate, inspire and persuade others in your workplace.
Handouts
| Webcast Manual (6.73 MB) | 90 Pages | Available after Purchase |
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
Faculty
Theresa Puckett, PHD, RN, CPNP, CNE, NURSE EDUCATOR Related seminars and products: 4
Nurse Educator
Cleveland State University
Theresa Puckett is a certified nurse educator who has held a variety of academic teaching appointments at the undergraduate and graduate levels. Currently, she works clinically as a nurse at The Cleveland Clinic and as an EMR Consultant for a large healthcare group. Dr. Puckett has taught lecture, clinical, and lab courses in addition to serving as a preceptor for nursing education graduate students.
Dr. Puckett is a member of the National League for Nursing and served on the first CNE Certification Commission. She also served on the Educational Leadership Advisory Council for the Ohio League for Nursing. Theresa earned a BSN from Ursuline College, MSN and PhD from University of Akron and a postmasters certificate in nursing education from the University of Toledo. She has presented at several national and state conferences and is known for her engaging presentation style and use of audience participation. She looks forward to sharing her best creative teaching/learning strategies with you!
Disclosures:
Financial: Theresa Puckett has an employment relationship with University Hospitals Richmond Medical Center; Euclid Hospital, Lutheran Hospital Cleveland Clinic Foundation; and Stark State College. She receives a speaking honorarium from PESI, Inc.
Nonfinancial: Theresa Puckett is a member of the American Nurses Association; American Psychiatric Nurses Association; and American Psychological Association.
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