// Advanced Communication Excellence

Advanced Communication Excellence

CPD Points: 10
Duration: 10 Hours
Media Type: Clustered Asset
Provider: Academyst

Description

Successful healthcare delivery requires exceptional communication skills in a huge variety of contexts, from supervising juniors to successful surgery and from liaising with management to influencing a department of people. The Advanced Communication Excellence eLearning programme is designed to take your communication skills to the highest possible levels across the full diversity of contexts, both professional to professional and professional to patient.

Commencing with the baseline principles as a backbone to communication excellence, it then provides an in-depth understanding of people - the key to optimising your impact in so many scenarios. There's a strong focus on practical application, covering many scenarios from supervising juniors to handling difficult patient interactions. This dynamic and comprehensive eLearning programme blends the knowledge and insight of years of classroom training with a specific eLearning focus, utilising illustrative videos and challenging exercises to make sure that you get the very best from our training.

The Value of Effective Communications
  • The evidence base for effective communications
  • What do advanced skills allow me to do?
  • Communications & patient experience
  • Communications & medication compliance
  • The litigation phenomenon
  • The promotion principle
  • The impact of ineffective communications leading to waste & errors

Communication Core Principles
  • The communications process & normal communication cycles
  • Critical considerations in improving cycle quality
  • The feedback principle
  • Encoding & decoding - what goes on in that brain
  • Common pitfalls in communication
  • Common attributes of effective communications
  • The 'need-to-know' principle
  • Filtering - what goes in and what gets rejected
  • The importance of pictures
  • Processing language and its impact on understanding
  • Adapting your language to improve understanding & rapport
  • The golden rules for effective communication

Understanding People
  • Different people, different language - understanding the impact of psychology
  • Identifying different types of people
  • Evaluation on the outside versus the inside
  • Understanding how different people take in and interpret information
  • How people make decisions using information
  • The motivations for behaviour - what drives people
  • Recognising major behavioural groups
  • How language alters from one group to the next
  • What's noticed by whom?
  • What's deleted by whom?
  • Natural turn on & turn off triggers for different groups

Influencing
  • Common sources of influence
  • The importance of meaning in influencing
  • Introducing emotions & their impact on behaviour
  • Active management of meaning
  • Tailoring communications for improved emotional potency
  • Mastering the influencing process
  • Clear objectives as the driver for effective influencing
  • Emotional versus rational influencing & when to choose each

Building Rapport & Solid Relationships
  • What is rapport?
  • Rapport building from first point of contact
  • Turning rapport into relationships
  • The fundamentals of respect
  • Core principles in relationship effectiveness

Principles & Practice of Feedback
  • Understanding the emotional impact of feedback
  • Core principles in constructive feedback
  • Adapting feedback for different individuals
  • Ensuring that individuals take feedback on board
  • Picking up negative indicators when giving feedback
  • Creating the right conditions for feedback

The Art & Science of Delegation Saying 'No'
  • What should I delegate and to whom?
  • Understanding the delegation process
  • Tailoring delegation for different types of people
  • Compelling delegation - gaining greater acceptance and ownership
  • Improving the quality & accuracy of tasks done
  • Using the SMART+ framework for improving achievement
  • Understanding the propensity to accept or decline
  • Discovering your own triggers for acceptance
  • Improving objectivity on what you accept and decline
  • Saying 'no' with minimal adverse impact
  • Tailoring the 'no' for different types of people

Mastering Doctor-Patient Communication
  • Understanding the Calgary-Cambridge approach to consultations
  • Breaking down the consultation into distinct phases
  • Improving impact at each stage
  • Active listening for consultation excellence
  • Ensuring patient engagement in their own healthcare
  • Addressing queries efficiently
  • Utilising advance communication to improve consultation effectiveness
  • Delivering excellence with shorter consultation times
  • Ensuring & improving understanding & acceptance
  • Reducing fear & improving confidence
  • Handling difficult doctor-patient communication scenarios

Clinical Communication Scenarios
  • The link between communication & medical errors
  • Common communication errors in healthcare
  • Improving clarity in instructions
  • Understanding & improving the chain of achievement
  • Appropriate assertion
  • Factors influencing medical communication effectiveness

  • Understand the links between impact and outcome
  • Discover the many influences on behaviour & how this relates to communications
  • Utilise behavioural techniques to maximise impact and influence
  • Develop a heightened ability to communicate with clarity
  • Build rapport & effective working relationships
  • Influence individuals & groups successfully
  • Successfully deliver consensus, agreement & action
  • Engage your colleagues more effectively
  • Improve the type of doctor-patient communication so important today
  • Deliver excellent patient experience through effective communication

  • Doctors - Junior
  • Doctors - Middle
  • Doctors - Senior
  • Nurses - Junior
  • Nurses - Middle
  • Nurses - Senior
  • Business & Administration - Junior
  • Business & Administration - Middle
  • Business & Administration - Senior
  • Allied Pros - Junior
  • Allied Pros - Middle
  • Allied Pros - Senior