Exercise an understanding of basic communication theory and the appropriate use of communication technology. Analyze healthcare situations and choose the most effective way to communicate with the audience.

Learning Objectives Exercise an understanding of basic communication theory and the appropriate use of communication technology. Analyze healthcare situations and choose the most effective way to communicate with the audience. Demonstrate strong communication skills when conducting research, writing, and verbally presenting healthcare strategic plans. Develop effective interpersonal communication skills. Apply basic principles of critical thinking, problem solving, and communication in the development of healthcare business plans. Apply skills in written, visual, and oral communication. Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. 2 Key Terms and Concepts Electronic whiteboard Intranet Motivation Stage charisma Webcast Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. 3 Introduction The ability to communicate the strategic plan is a critical factor for successfully implementing change (Kash et al. 2014). To ensure the plan is implemented, the next step is to communicate it to the healthcare organization’s stakeholders, both in writing and verbally. These stakeholders include the board of directors, the leadership team, the medical staff, the nursing staff, administrative personnel, and key community leaders. A leader’s ability to persuasively communicate the strategic plan can help an organization motivate staff, disseminate accurate information, and align its culture and communications efforts with the strategic planning process. Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. 4 Presentation of the Strategic Plan The strategic plan must be communicated both in writing and verbally. Written Communication Effective internal communication can be used to inform staff of the strategic plan. One useful tool is the intranet, which most organizations use as an online method of communicating with employees, secure from external audiences. Leaders should educate department heads on accounting, finance, ratios, and benchmarks and make sure they have the financial reports they need to present the strategic plan and then measure operating performance over time. Management communications should balance operational, clinical, and financial performance to ease the decision-making process. Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. Verbal Communication Verbal communication can motivate others to do things they normally would not do, to overcome barriers, and to perform to the best of their abilities. This is a major part of any healthcare leader’s job. When a leader has an idea to communicate, developing a message that is true and correct, well-reasoned, and substantiated—by solid logic that is specific, consistent, clear, and accurate—is key. Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. 6 Verbal Communication Communication is not about the presenter, his opinions, or his position. It is about helping others understand and, in turn, understanding their concerns and needs (Myatt 2012). A good verbal presentation generates motivation, the act or process of energizing people to overcome barriers and achieve outstanding performance. Stage charisma is the ability of a leader to command audience attention in an impressive manner. Appealing to the audience’s emotions is important. The Best Marketing Advice EVER by Steve Jobs Apple Motivation & Inspiration (6.49 min.): Steve Jobs Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. 7 Content Effective communication of the strategic plan transfers knowledge to stakeholders and garners support for new initiatives. Speakers successfully motivate by knowing their audience and focusing on meeting their needs. Successful presentations answer questions, overcome objections, and present information previously not considered. Excellent presentations provide the essential facts in a concise and understandable manner. The presentation should be logically organized; have smooth transitions between sections; and use a format that is clear, readable, appealing, and creative. Presenters should make a final recommendation that is summarized in a persuasive conclusion. Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. 8 Before the Presentation: Appearance, Rehearsal, and Arrangement A speaker’s credibility begins with preparation and appearance. A professional appearance creates a positive perception during a presentation, as well as respect in the workplace Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. Before the Presentation: Appearance, Rehearsal, and Arrangement Speakers should check to make sure that the arrangement of the room is tailored to the style of the presentation. U-shaped seating is ideal for a workshop based on high audience participation. Classroom format (chairs in horizontal rows facing the front) may be suitable for informational presentations but limits audience participation. Boardroom seating (chairs around a table) works well for small groups and fosters discussion among the audience. Bistro seating (randomly placed tables) is another format that encourages discussion and is useful for group work. Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. 10 Checklist for Giving Healthcare Presentations Rehearsal Practice four times, at least once before an audience. Monitor your allotted time. Audiovisual Support Use leading-edge technology, interactive whiteboard, PowerPoint. Use 10/20/30 rule: 10 slides, 20 minutes, 30-point font size. Preparation Is Key Know your audience. Arrive early to check room and audiovisuals. Dress appropriately. Motivating Statement Use comedy or story as a lead-in. Audience Interest Show charts; use demonstrations, facts, and case studies. If a problem is encountered, do not apologize. Question and Answer Summarize key points. Invite a limited number of one-minute questions. Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. Presentation Technology The use of technology can enhance presentation delivery. Though Microsoft PowerPoint is the most familiar tool, the most cutting-edge technologies (e.g., those from Google and Prezi) incorporate interactive components into presentations designed to keep an audience’s interest. A presentation with visual support is five times more likely to be remembered (Presentation Magazine 2012). To be effective, however, PowerPoint slides must be crafted carefully. Some follow the 10/20/30 PowerPoint rule: 10 slides 20-minute presentation time 30-point font Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. 13 Presentation Technology Lighting Keep the lighting in the room in mind when choosing colors for the presentation’s background text. For example, in a bright room, light text on a dark background works. Conversely, in a dark room, a light background with dark letters may work better. The PowerPoint Text should be kept to a minimum. High-resolution photos can help the presenter tell a compelling story. Laser pointers can be used to emphasize items on a slide. Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. 14 Presentation Technology Tools of Presentations Videoconferencing and webcasts allow a presentation to reach a broader audience than the one able to attend in person. An electronic whiteboard transmits written information to computers. Allows live interaction with digital objects on the screen. Offers presenters flexibility because they can present notes directly from the board and the audience can download the notes to computers and storage devices. Links participants to each other and to the presenter via the Internet, facilitating presentations across the world. Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. 15 Audience Engagement Keeping the Audience Invested Capturing the audience’s attention in the first few minutes is essential. Ask important questions that speak to the audience at an emotional level. Include an agenda to keep the presenter on track and the audience engaged. Humor targeted to the audience can be effective in engaging the group as well. Here is an example of a toastmaster speaker keeping the audience engaged. (Not healthcare related) https://www.youtube.com/watch?v=9k92IGhnLig Copyright 2016 Foundation of the American College of Healthcare Executives. Not for sale. Audience Engagement Presentation Technique The presenter should be confident, and the presentation should end on time. Dress, body language, and the use of audiovisual support can create positive (or negative) perception. Good eye contact with the audience and good posture can convey confidence and professional expertise. Presenters should avoid making distracting gestures, such as jingling coins, clicking a pen, or adjusting clothing. A monotone, mispronunciations, excessive pauses, and “uhs” and “ums” are also poor technique.

Exercise an understanding of basic communication theory and the appropriate use of communication technology.  Analyze healthcare situations and choose the most effective way to communicate with the audience.

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