1. Principles of Communication
1.1. 1. Communication Tendencies
1.1.1. Know Yourself
1.1.1.1. Do I offer information to others? Do I wait until information is requested?
1.1.1.2. Am I transparent in my communications with other? Or maybe partially transparent? Or something else?
1.1.1.3. How do I encourage five star performance?
1.1.1.4. When and how do I acknowledge accomplishments of others?
1.1.1.5. Do I follow up on my commitments?
1.1.1.6. How do I assist others to become change agents?
1.1.1.7. What new partnerships have I formed in the last 3 months?
1.1.1.8. Do I tend to minimize my contributions?
1.1.1.9. Do I often let others know when they have not met their goals?
1.1.1.10. How often am I irritable or negative toward others?
1.1.2. Communication Goals
1.1.2.1. Inform/knowledge sharing
1.1.2.2. Influence the group/network
1.1.2.3. Foster high performance/Build momentum
1.1.2.4. Recognize/Congratulate/provide feedback
1.1.2.5. Inspire to transform patterns of behavior
1.1.2.6. Engage/partner/Span boundaries
1.1.2.7. Annoy/Shame
1.2. 2. Stakeholders
1.2.1. Social Capital
1.2.1.1. Invested in new ideas
1.2.1.2. Local or within current physical organization
1.2.1.3. Can navigate the system
1.2.1.4. Articulate business/safety/value case
1.2.2. Knowledge
1.2.2.1. Content Expert
1.2.3. Resource
1.2.3.1. Financial Support
1.2.3.2. Technology
1.2.3.3. Space
1.2.3.4. Community Partners
1.2.3.5. Accelerator Innovation Programs
1.2.4. Online Communities
1.2.5. Avoid "Devil's Advocate"
1.2.6. Do individuals bring value?
1.3. 3. Communication vehicles for innovation
1.3.1. Social Media Improvisation
1.3.1.1. Positive
1.3.1.1.1. Encourages you to be in the moment during conversation
1.3.1.1.2. Listening! Improves active listening
1.3.1.1.3. Leaderless way of learning
1.3.1.1.4. Leaves a space for continuous conversation
1.3.1.1.5. Organic conversations can grow and add new ideas to your culture
1.3.1.1.6. Be more cognizant of your body language that allows you to make improvements in the future
1.3.1.1.7. Practicing with a trusted group allows you to enhance your skills
1.3.1.1.8. Encourages individual think vs. group think
1.3.1.1.9. Agreement! "Yes and..." Don't reject ideas
1.3.1.2. Negative
1.3.1.2.1. Could have an emotional response you may later regret
1.3.1.2.2. Could lead you to feel unprepared going into a conversation
1.3.1.2.3. Lack of social queues available in the digital world
1.3.1.2.4. Could allow negative communication to continue when sometimes it needs squashed
1.3.1.2.5. Can make you feel self conscious if you are a person who likes to plan
1.3.1.2.6. Some conversations only require active listening and not responding
1.3.1.2.7. Sometime scripting is beneficial, especially in regards to a new diagnosis and providing education
1.3.1.2.8. Asking Questions: Too many questions can make partners do all the work
1.3.2. Managing Social Media
1.3.2.1. Be intentional about when and where you use it
1.3.2.2. Live in the moment when you are out and about
1.3.2.3. Connect instead of compare yourself to others
1.3.2.4. Follow things that bring you joy
1.3.2.5. Create/participate in virtual communities that connect you to others with similar interests and goals
1.3.2.6. Connect to others to share and consolidate information
1.3.2.7. Allows you to stay connected to family and friends that are spread out, especially during the pandemic
1.3.2.8. Additional platform for job searching and recruitment
1.3.2.9. Building and advertise your brand
1.4. 4. Diversity
1.4.1. Approach conflict as normative to recognize that differences can benefit innovation
1.4.2. Visual manifestation of normative chaos
1.4.3. Consider that receivers preferred communication method and style (ie - paper, digital) may be diversity driven
1.4.4. Multiple perspectives are critical for the success of innovation
1.4.5. Recognize that diversity is an opportunity
1.4.6. Consider conflict as a tool and change option that it should be avoided (ie - what we may have been taught)
1.4.7. Avoid irrational biases
1.4.8. Diverse workforce enhances best practices for an engaged healthy culture
1.4.9. Enables non-linear thinking and adaptability that innovation requires
1.4.10. Diverse groups can better appreciate unmet innovative needs
1.4.11. Teams should focus on openness and inclusivity
1.5. 5. Relationship management
1.5.1. Reasons to sustain a successful relationship
1.5.1.1. High quality work that supports the overall goals of the organization
1.5.1.2. High levels of accountability
1.5.1.3. Willing to see other's perspectives and openly listens to other viewpoints
1.5.1.4. Offers fresh ideas and information
1.5.1.5. Accepts and providers constructive feedback without being resistant or defensive
1.5.1.6. Can challenge assumptions and beliefs and can promote growth in the team and organization
1.5.1.7. Able to have crucial conversations, respectfully
1.5.1.8. Employee is healthily challenged
1.5.1.9. Employee feels supported to question the norm
1.5.2. Reasons to end an unsuccessful relationship
1.5.2.1. Focuses on personal goals without considering those of the organization
1.5.2.2. Does not demonstrate accountability and has to be asked to complete work and take-on projects
1.5.2.3. Participates in Gossip or Bullying
1.5.2.4. Does not offer valuable ideas to the organization
1.5.2.5. Provides feedback in a negative demeaning manner
1.5.2.6. Not participating in a culture of teamwork to support the goals of the organization
1.5.2.7. Deflects mistakes and blames others
1.5.2.8. The relationship becomes toxic
1.5.2.9. No room for growth
1.5.2.10. Individual time is not respected
1.5.3. Examples from 'How To Influence People With Your Word Choice' video
1.5.3.1. Reasons to sustain the relationship
1.5.3.1.1. Ricky affirms the contestant by highlighting her strengths
1.5.3.1.2. Ricky focuses on how he can help the contestant and be beneficial on her journey
1.5.3.1.3. Ricky closes with an ‘us’ relationship of how they could work together
1.5.3.1.4. Ricky exhibits personal integrity, not turning to flowers to persuade, but sticking to the intent to develop the contestant's career
1.5.3.2. Reasons to end the relationship
1.5.3.2.1. Joel focuses on 'I' with talking about how he wants her on the team or how he gets excited for things. This is perceived as a personal goal over the goals of the contestant.
1.5.3.2.2. Joel does not focus on the needs of the contestant or how he can help achieve her goals
1.5.3.2.3. Respect, honesty, and caring of the contestant wasn’t present in Joel’s approach.
1.5.3.2.4. Joel down-talks himself and with negative talk about he has been turned down by contestants and girls
1.5.3.2.5. When the contestant picked Ricky, a bully type comment was used to reference her selection being based on Ricky’s good looks. This was not in play in her decisions and was unnecessary.
2. Components of Communication
2.1. Communication Assessment and Patient Privacy
2.1.1. Assumption: As a patient and a healthcare provider, we assume that our privacy is being protected in the ways in which healthcare information is being documented.
2.1.2. Value: Patient privacy, healthcare compliance
2.1.3. Artifact: Password protecting, patient portals
2.1.4. Principles: When considering innovative communication methods with patients, we must make sure this communication method is secure to protect patient privacy.
2.2. Social Network Assessment
2.2.1. Direct Network: A method of communication in which communication only goes one way
2.2.1.1. Example: The hospital sends a company wide email to all employees about compliance CBLs
2.2.2. Undirected Network: A method of communication in which the communication goes both ways (two way street)
2.2.2.1. Example: A manager sends an email asking for follow up to a meeting. The employee responds to this email.
2.2.3. Generation
2.2.3.1. Assumption: The way we communicate between generations is different
2.2.3.2. Value: We value how different generations prefer to communicate
2.2.3.3. Artifact: Social Media, Technology, Telephone, Letters, Cards
2.2.4. Principles: Having a deeper understanding of who you communicate with and how to best communicate with them
2.3. Culture Innovation
2.3.1. Stability Communication
2.3.1.1. Assumption: If it works, no need to focus on changing it
2.3.1.2. Value: Organization Employees enhancing education, Incentive Pay Based on Years of Service
2.3.1.3. Artifact: Tuition Benefit, Intranet Announcements
2.3.2. Innovative Communication
2.3.2.1. Assumption: Change is essential for progress; outdated communication styles should be discarded
2.3.2.2. Value: New ideas, creativity, failure, course correction, education, risk-taking
2.3.2.3. Artifact: Telehealth Television Commercials
2.3.3. Principles: Successful organizations require a combination of stable and innovative communication strategies
3. Team Icons to identify area of focus, or identified factors
3.1. Andy Comes
3.2. Samanta Gilbert
3.3. Sharon Schauer
3.4. Stacey Roth
3.5. Jen Williams
4. Tools/Strategies for Managing Communication
4.1. Coaching
4.1.1. Strategies
4.1.1.1. 1) Set the bar high
4.1.1.1.1. Attainable and high expectations to engage in different thinking
4.1.1.2. 2) Be clear about who you are
4.1.1.2.1. Redefine who they are and their definition of success
4.1.1.3. 3) Treat transformation as a mission
4.1.1.3.1. Purpose beyond its immediate effects, transform the performance of work into the pursuit of a mission.
4.1.1.4. 4) Expose staff to different messages and different messengers
4.1.1.4.1. Encouraging messages that differ from those they have often heard in the past
4.1.1.5. 5) Create an egalitarian organizational structure
4.1.1.5.1. Horizontal relationship, defined not by position but by role, are the cornerstone of accountability
4.1.1.6. 6) Put money where the ideas are
4.1.1.6.1. Some level of resource support is required
4.1.1.7. 7) Let the talented experiment
4.1.1.7.1. Allow risk taking, discard ideas that are not beneficial
4.1.2. Impediments
4.1.2.1. Knowledge
4.1.2.1.1. undeveloped knowledge, learning needs, inexperience, and lack of personal technique
4.1.2.2. Use of Power
4.1.2.2.1. inadequate power, autocratic application of power, lack of empowerment, nonstrategic use of power.
4.1.2.3. Self-Image
4.1.2.3.1. poor self-esteem, unclear role and psychological flaws
4.1.2.4. Problem Solving
4.1.2.4.1. inadequate worldview, intolerance of diversity, no clear process and situational solutions
4.1.3. Adaptability
4.1.3.1. Help everyone be different, not just perform new job activities
4.1.4. Dedicate time for reflection
4.1.5. Engage individuals emotions and build energy
4.2. Social Network Analysis and Strategies
4.2.1. Social Network Analysis
4.2.1.1. Consider how your networks connect and communicate with each other
4.2.1.2. Who are your direct vs. undirected networks
4.2.1.3. Team impacts
4.2.1.3.1. Offers information on the social influences of the team
4.2.1.3.2. Can be used to build and strengthen teams
4.2.1.3.3. Using it intentionally can change the dynamics of an organization
4.2.2. Social Network Strategies
4.2.2.1. How can healthcare use social media?
4.2.2.1.1. Benefits
4.2.2.1.2. Drawbacks
4.2.2.2. Think of social media as professional not personal
4.2.2.2.1. LinkedIn
4.2.2.2.2. HealthBeat Hub/ OneSource