EXPECTATIONS. Communication - Deeper than Words. How to Improve Your Skills. Learning Objectives. Expectations. Expectations Co-workers

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1 Learning Objectives Communication - Deeper than Words Learn behaviors to avoid miscommunication. Improve communication with employees. Increase practice growth and patient retention How to Improve Your Skills Mary E. Schmidt, ABOC, CPO mary@eyesystems.info Expectations Doctors EXPECTATIONS Expectations Co-workers Expectations Co-workers Team Player versus Personal life Professional life 1

2 Expectations Co-workers Expectations - Employer Benefitting the Situation Employer How you behave affects how others respond to you QUIZ Statement 1 Statement 2 b. Spare the details and get to the bottom line sums up my attitude toward completing a project. Full steam ahead and let s get onto the next things! pretty much sums up my attitude toward completing a project. I prefer the planning stage of a project to the implementation stage. Before I start a project, I like all the details to be taken care of. Showing too much emotion can set a bad example for the people I work with. b. I can be very emotional when I m excited. Saying what I think is more important than expressing how I feel. I don t mind showing emotion when I m happy or sad. 2

3 Statement 3 Statement 4 I don t feel pressure, I create it could be my favorite quip. On the way to an objective, I know I step on toes and sometimes hurt the feelings of my co-workers. b. I like a fast-moving environment with exciting people. b. People have told me that if I sat on my hands, I wouldn t be able to talk. Logic and consistency are two of my intellectual ideals. I feel very stressed out when I see conflict in the workplace. Personal relationships are not productive in the work environment. I would want to create a work environment that s friendly and where everyone is on a first name basis. Totals Team Member Style - Answers Total answers: A. Three or more (A) answers you are a: B. C. D. Warrior Warrior Desktop is neat and organized Work on projecting compassion Functional furniture Practice listening skills Plaques on the wall Schedule chat time to bond with co -workers Afraid of showing emotion Practice smiling High expectation of self and others Independent and ambitious Interrupts others Likes options and probabilities when making a decision Count to 10 before communicating when under heavy pressure Work on delegating Practice active listening skills Guard against appearing overly critical with co-workers 3

4 Team Member Style - Answers Three or more (B) answers you are a: Cheerleader Desk is unrecognizable Personal trophies and pictures clutter the office Greets visitors warmly Appears to be constantly in motion Has open body language Easily distracted Characteristics Talks with hands Enjoys a flexible work environment Cheerleader Team Member Style - Answers Improve time management skill Learn how to set goals and when to adjust them Three or more (C) answers you are a: Work on organizational skills Learn from those around you who have a good eye for details Avoid addressing workers when upset Guard against misplaced compassion Prepare yourself with facts and logic when making presentations Human Computer Human Computer Tend to have very clean high-tech offices Prefer planning to implementing Relies on facts and logic Pays more attention to work space than personal appearance May not be expressive when speaking Is always thinking about more than one thing Have difficulty with eye contact Appears to be a procrastinator Characteristics Don t hold everyone to your intellectual standard Use your analytical skills to analyze what motivates people to perform Teach workers how to follow up on details so you can delegate more tasks Get out of your office and talk with your coworkers Practice active listening skills Learn how to set goals and deadlines Avoid anything that will make you delay Attempt to make decisions on a timely basis 4

5 Team Member Style - Answers Three or more (D) answers you are a: Lamb Have a cozy work environment Believes in always being nice to people Conflict is a stressor Isn t a risk taker Prefers implementation to planning when details are provided Has exceptional listening skills Tends to go along with others Characteristics Lamb How we receive information Practice risk taking Watch those around you who are assertive and learn from them Balance compassion with logic Learn to set goals and deadlines Rethink the logic and emotion behind your decisions Assert yourself VISUAL PREFERENCES I often like to watch television I use visual images to remember names I like to read books and magazines I prefer to receive written rather than verbal instructions from my employer I write lists to myself to remind me of things I need to do I follow recipes closely when cooking I can easily put toys and models together with written instructions I prefer word games such as Scrabble I am very concerned about the way I look I like to visit art museums and exhibits I keep a diary or written journal of my activities I often admire photographs and art works used in advertisements I review for a test by writing down a summary of pertinent points I can find my way around a new city if I have a map I like to keep my house looking very neat I see two or more films each month I think less highly of people if they do not dress nicely I like to watch people I always have scratches or dents in my car repaired quickly I think fresh flowers really brighten up a home or office Total Visual Score KINESTHETIC PREFERENCES I like to exercise or dance I can distinguish items by touch when blindfolded I often tap my feet when music is playing I am an outdoors person I am well coordinated I have a tendency to gain weight I purchase certain clothing because I like the way the material feels I like to pet animals I touch people when talking to them I learned the touch systems easily when learning to type I was held and touched a great deal when I was a child I enjoy playing sports more than watching them I like taking a hot bath or shower I really enjoy receiving a massage I am a good dancer I belong to a health club/gym I like to get up and stretch frequently I can tell a great deal about people by the way they shake hands My body gets very tense when I have a bad day I enjoy crafts, handiwork or creating things Total Kinesthetic Score 5

6 AUDITORY PREFERENCE I am a good listener I repeat people s names over & over to myself to remember them I enjoy long conversation I prefer to receive verbal rather than written instructions I like talk shows and interview programs I use rhyming words to help me remember things I like to listen to music I prefer to hear radio news rather than to read a newspaper or magazine I talk to myself a great deal I prefer to listen to cassette tapes rather than to read a transcript I feel bad when my car makes strange noises I can tell a great deal about people by the sound of their voices I purchase CD s I review for a test by reading my notes out loud I would rather give a talk than write a paper on the same subject I enjoy attending concerts and musical events People sometimes say I talk too much If I am in a strange city, I will stop at a gas station for directions I talk out loud to my pets I talk out loud to myself when I m solving a math problem Total Auditory Score Listening Explain the details to me. Please repeat your request. May I take notes while you speak? Avoiding Obliging I m with a patient right now. May I call you back in 5 minutes? We re too busy now. Let s discuss this later. What would you like to see happen here? I trust your decision to do what you believe is right. Compromising Integrating There s no perfect answer here. What can we do that is tolerable to everyone? Let s get all those involved and discuss the options. 6

7 Dominating Just do what I asked you to do. Solutions Calm the situation down Show that you understand Agree to take some action Recognize that people will get angry with you unfairly Make sure to process your own anger Solutions Treat every person as a unique individual. Ask questions. Admit it when you re wrong. Set boundaries. Keep it simple & straightforward. Express appreciation / give feedback. Listen carefully, even if you don t choose the listening strategy. 7