Quality Control Practices, Fall 2022 (PDF)

Notes for Learning Outcome 1 and 3 ================================== Communication ------------- Teams ----- Change ------ [Effective Communication ] -------------------------------------- ### Communicating effectively involves: ### Your ability to communicate effectively will influence: ###...

Notes for Learning Outcome 1 and 3 ================================== Communication ------------- Teams ----- Change ------ [Effective Communication ] -------------------------------------- ### Communicating effectively involves: ### Your ability to communicate effectively will influence: ### Active Listening ### The Listening Process ### Listening to Someone who is Upset ### Listening When You Are Busy ### Hearing Impaired ### Strategies for Hearing Impaired Interpreters American Sign Language ### Communicating with Visually Impaired ### Trained Dogs ### Speech Impairments ### Communicating with those that have Speech Impairment ### Communicating with People Who Speak Little or No English ### Communicating with Small Children ### Communicating with Elderly People [Communicating with Other Generations] -------------------------------------------------- ### ~~Traditionalists~~ ### Baby Boomers ### Generation X ### Millennials ### Generation Z 1997 and onwards. Grown up with internet Risk averse [Speaking and Writing Professionally] ------------------------------------------------- ### Writing to Communicate ### Electronic Writing ### Answering the Phone [Conflict Management] --------------------------------- ### Avoiding ### Accommodating ### Compromising ### Collaborating ### Competing Conflict Resolution Skills -------------------------- [Dealing with Difficult People] ------------------------------------------- ### Approaches to Dealing with Difficult People ### Control Your Own Response ### Ignore the Behavior ### Change your Attitude ### Change your Approach [Problem Behaviors in Co-Workers and Patients] ---------------------------------------------------------- ### Bully ### The Provocateur ### The Know-It-All ### The Liar ### Manipulative or Unreliable Person ### The Complainer or Whiner ### Silent Type ### Social Butterfly [Accountability] ---------------------------- ### What Does Accountability Look Like? ### Ownership ### It's Not My Job!! ### Trust and be Worthy of Trust ### How To Avoid Getting Involved with Gossip - Say something positive about the person being gossiped about - Change the subject - Leave [Teams and Change] ------------------------------ ### Benefits of Teams ### Reasons Teams Fail to Reach Full Potential ### Different Types of Teams ### Five factors (KESAA) make up the competencies required - Knowledge-education, degrees, certificates - Experience- time spent applying knowledge - Skills- training, demonstrated proficiency - Aptitude- natural talent, capability, capacity - attitude- disposition, opinion, mood, demeanor, emotion, temperament, ease at accepting and adopting new or changed plans and practices [Stages of Team Development] ---------------------------------------- - Forming - Storming - Norming - Performing ### Forming - - - ### Storming - - - - ### Norming - - ### Performing - - ### Benefits of Teams ### Problems Experienced By Teams #### Distrust #### Conflict #### Lack of Commitment, Lack of Accountability and loss of Focus on Results [Change and Flexibility] ------------------------------------ ### Change ### Embrace the Unexpected ### What Drives Change? ### Effects of Disruptive and Unexpected Changes ### Strategies to Being Adaptable Process for Remaining Adaptable and Flexible in the Face of Change ------------------------------------------------------------------ ### Forces for (+) and Against (-) Change \+ - - - \- - - - - ### Change May Impact Other Areas of Health Care Services