LeadingAge New York Adviser Fall 2015 Vol. 1 | Page 30

CONFERENCE RECAP

Effective Communication, What’s
Your Position?

29

Based on the
conference program
entitled:

SUCCESSFUL
COMMUNICATION
STRATEGIES FOR
ADAPTING AND
THRIVING IN A
NEW COMPLEX
ENVIRONMENT

M

any people think you communicate with words alone but actions can speak louder
than words. Truly effective communication is an exchange. It isn’t talking or listening,
it’s both. When you interact with people, are you communicating in a verbal or nonverbal
manner? Don’t focus on your words alone; your eye contact, tone of voice or body
language can tell a person more than words ever will. The effectiveness of communication
depends on many factors, including roles of the participants, time pressures, stress and
the presence of other people, to name a few.
When you listen effectively you aren’t just waiting for your turn to talk. Listening takes
practice and some of these reminders may sound simple but over time, they can be
forgotten:
1)
2)
3)
4)

Don’t interrupt
Show your interest by nodding
Smile occasionally
Use small verbal comments like “uh huh” or “yes” to encourage the speaker to
continue and,
5) Be sure you have an open posture.
One goal of effective communication is to find a healthy balance between thinking and
feeling. This emotional awareness can build strong, trusting and rewarding relationships.
If executed successfully, effective communication can help you deliver difficult messages
without destroying trust, resulting in a profound personal connection.
Be aware of the role stress plays in your ability to communicate. When you’re stressed, it
can interfere with your capacity to think clearly causing you to act inappropriately or have
knee-jerk reactions. Unmanaged stress can lead to conflict and being aware of stress is
the first line of defense in reducing conflict, allowing you to communicate more effectively.
As long term care providers you are all in the service business. People today can easily
recognize good and bad service. When you are in a store and someone acknowledges
your dissatisfaction you feel heard. When a resident, family member or guest feels
wronged, your apology isn’t an admission of guilt. Rather, it validates the person’s
feelings and emotional reaction to a situation. It is much easier to diffuse a situation early
by apologizing for the inconvenience caused by not meeting his/her expectations. This
is the first step toward customer satisfaction. Next, ask what will make things right and
follow up to be sure the situation was handled to everyone’s satisfaction.
Remember, each employee is important to the overall impression of your organization.
Try to imagine every patient, guest and family member signing your paycheck. A smile,
enthusiasm, warmth and good communication among staff can make being a part of your
facility a five-star experience.

Adviser a publication of LeadingAge New York | Fall 2015