Theresa Puckett – PESI – Must-Know Communication Strategies for Healthcare Managers: Effective Ways to Motivate, Inspire and Persuade

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Theresa Puckett – PESI – Must-Know Communication Strategies for Healthcare Managers: Effective Ways to Motivate, Inspire and Persuade

• Maximize verbal assertiveness
• Conquer the most challenging conversations – with patients, families, providers and staff
• Practice dialogue that will motivate and inspire employees
• Facilitate team cohesion and self-correction strategies
• The 10 times not to email
• Avoid the nonverbal communication traps that impede your goals

We’ve all been in a situation where we’ve experienced difficulty expressing ourselves. We walk away from the encounter wondering why we failed to get the point across. In daily professional and personal life, the key to getting what we want and need is achieved through communication. This seminar will give you the critical tools for improving your communication, which will ultimately progress your performance, facilitate your team’s outcomes and advance your career.

You will participate in exercises that convey key points and practice dialogue for complex situations. Expect to walk away with strategies that you can use the next day to motivate, inspire and persuade others in your workplace.

Speaker
Theresa Puckett, PhD, RN, CPNP, CNE, is a certified nurse educator who has held a variety of academic teaching appointments at the undergraduate and graduate levels. Currently, she works clinically as a nurse at The Cleveland Clinic and as an EMR Consultant for a large healthcare group. Dr. Puckett has taught lecture, clinical, and lab courses in addition to serving as a preceptor for nursing education graduate students.

Dr. Puckett is a member of the National League for Nursing and served on the first CNE Certification Commission. She also served on the Educational Leadership Advisory Council for the Ohio League for Nursing. Theresa earned a BSN from Ursuline College, MSN and PhD from University of Akron and a postmasters certificate in nursing education from the University of Toledo. She has presented at several national and state conferences and is known for her engaging presentation style and use of audience participation. She looks forward to sharing her best creative teaching/learning strategies with you!

Speaker Disclosures:

Financial: Theresa Puckett has an employment relationship with University Hospitals Richmond Medical Center; Euclid Hospital, Lutheran Hospital Cleveland Clinic Foundation; and Stark State College. She receives a speaking honorarium from PESI, Inc.

Nonfinancial: Theresa Puckett is a member of the American Nurses Association; American Psychiatric Nurses Association; and American Psychological Association.

Outline

• Communication
  12 must-know strategies for verbal communication
  Word choice basics: Simple, specific, select
  Verbal assertiveness to use with employees and others
  Generational differences in communication
  Essential tips for results-orientated meetings
  Ways to improve verbal communication skills
• Navigating Difficult Situations in Healthcare
  Working with difficult employees, providers, administrators, patients/families
  Strategies for effective negotiation with administrators
  Wording for staff interventions and evaluations
  Conflict resolution techniques
  Conveying bad news to patients/families
  How to deliver corrective action to staff
  Respond with Heart: Service recovery method
  Using intuitive design on the front end to avoid difficult situations later
• Motivating and Inspiring Employees
  Strategies to motivate and inspire
  Discovering the variety of motivations
  Key phrases
  How to give directive feedback
  Using advocacy-inquiry script
  How to get positive results from challenging conversations
• Teaching Staff to Communicate for Safety
  Communicating to prevent errors
  Closed-loop communication
  Strategies to debrief after critical incidents
• Promoting Team Work
  Effective team builders
  Teaching team communication strategies
  Using team self-correction training
• Creating Dynamic Oral Presentations
  Audience assessment
  Secrets of effective power presentations
  Presentation “Don’ts” that can easily be avoided
  Overcoming fear of public speaking
• Nonverbal Communication Strategies
  10 critical body language tips
  Nonverbal communication traps
  Cultural differences
  Strategies for active listening
• Using Persuasive Visuals
  6 must-know charts for conveying results
  Do’s and Don’ts of using charts/graphs
• Refining Informal Writing
  The 10 times not to email
  Passive versus active voice
  Guidelines for writing meeting minutes
  Writing memorable memos
• Exploring Formal Writing
  10 tips for improving written documents
  Language structure for report writing
  Policy writing simplified

Objectives

1. Apply strategies to decrease errors in communication.
2. Plan dialogue to use during difficult workplace situations.
3. Choose strategies that motivate and inspire employees individually and as a team.
4. Integrate the essential elements for a dynamic oral presentation.
5. Assess nonverbal communication
6. Contrast effective and ineffective informal communications.
7. Develop new approaches for the challenging, everyday conversations.

Target Audience
Case Managers, Nurses, Nursing Home Administrators, Occupational Therapists & Occupational Therapy Assistants, Physical Therapists/Physical Therapist Assistants, Physician Assistants and other Healthcare Professionals

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