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
epolack@hsc 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.