Communication At Its Finest
Read the three scenarios provided.
Answer the prompts after each scenario.
Scenario 1:
Justin is a front office assistant at a local physician’s office. It was a busy day at the office, and Justin was consumed by patients and their needs. While helping a patient, Sarah, the other front office assistant calls Justin over to answer questions regarding the patient intake process. Justin explains the process to Sarah and then continues to work with the patient at his window. Later that day Justin is frustrated that he had to stop working with his patient to explain a process to Sarah that he has explained a dozen times already. Justin takes to social media to express his frustrations with Sarah and her inability to take care of patients properly even though she has been trained.
Write a 175- to 260-word response to the following prompts:
- Explain whether Justin’s choice of communication in this situation is appropriate or inappropriate.
- Explain the ramifications of using social media as an outlet for voicing his frustrations about Sarah.
- Provide an example of an appropriate communication method that should have been used in this situation.
- Consider the appropriate personnel that should receive these communications.
- Explain how Jana might perceive the tone of this email.
- Would she feel that Sean is yelling at her or angry?
- Would she feel that Sean is expressing urgency in the matter?
- Based on your discussion above, do you perceive Sean’s tone to be appropriate or inappropriate?
- As a manager, if you had an employee approach you about their discomfort over the tone of the email, explain how you would address the use of capitalization in an email.
Scenario 2:
Jana works in a long-term care facility that cares for all types of patients. Jana receives emails from multiple coworkers throughout the day, but today she received the following email from Sean:
Hi Jana,
I noticed that I DIDN’T receive your monthly report yesterday. I NEED to as soon as possible TODAY so that I can finish the final report.
Thanks, Sean
Write a 175- to 260-word response to the following prompts:
Scenario 3:
Robert is an older patient checking in at the window of his local retail health clinic. The office assistant is taking his insurance card and asking a couple of follow up questions. Robert asked the assistant to speak up because of some background noise. The assistant starts to speak slower and enunciates her words instead of speaking louder.
Write a 175- to 260-word response to the following prompts.
- Explain whether or not the office assistant reacted appropriately to Robert’s request.
- Explain the role perception and age of the patient played in this scenario.
Expert Solution Preview
Introduction:
Effective communication is crucial in healthcare as it impacts patient outcomes and satisfaction. As a medical professor, I have witnessed how poor communication has resulted in errors, misunderstandings, and conflicts. In this response, we will analyze three scenarios and evaluate the appropriateness of communication methods used, the consequences of inappropriate communication, and identify appropriate communication methods.
Scenario 1:
Justin’s choice of communication in this situation is inappropriate. Social media is not the ideal platform to voice workplace grievances as it can damage relationships, reputations, and trust. Justin’s behavior is unprofessional and violates the office’s confidentiality and code of conduct. Furthermore, instead of providing constructive feedback to Sarah, he chose to express his frustrations on social media without talking to her directly.
The ramifications of using social media as an outlet for voicing his frustrations about Sarah are far-reaching. It can damage the office’s reputation, create workplace conflicts, and affect the quality of patient care. Other employees may also feel hesitant to approach Justin to ask for assistance, fearing they will become the next target of his social media rants.
A more appropriate communication method that should have been used in this situation is a direct and respectful conversation with Sarah. Justin should have talked to Sarah about how he can assist her in understanding the patient intake process better. If Sarah is unwilling or unable to perform her duties correctly, Justin should have approached his supervisor and reported the matter. The appropriate personnel to receive these communications are those individuals who can address and resolve the issue.
It is difficult to determine the tone of Sean’s email without more context. However, Jana might perceive Sean’s tone as terse or demanding. The use of capitalization in “NEED” might be interpreted as yelling or angry. However, it is possible that Sean was not aware of the negative connotation of capitalization in email messages.
Based on our discussion, Sean’s tone may be perceived as inappropriate because of the use of all capital letters. It may suggest that Sean is upset or angry, which could be interpreted as unprofessional.
As a manager, if an employee approaches me about their discomfort over the tone of the email, I would address the issue by reminding Sean of the importance of using appropriate communication methods in a professional setting. We would discuss how the use of all caps might convey a tone that is contrary to the intended message. Offering training and guidance on professional communication methods would be a valuable tool for all employees.
Scenario 3:
The office assistant in this scenario reacted appropriately to Robert’s request. Speaking slower and enunciating words allows for effective communication with patients who are hard of hearing. Additionally, some individuals may find it helpful when someone speaks clearly rather than speaking louder. The assistant’s ability to adapt to Robert’s request enhances the patient’s experience positively and demonstrates respect for the patient.
Perception and age play important roles in this scenario. Robert may have difficulty hearing due to his age or underlying medical conditions. His request for the assistant to speak up reflects his concern that he may not have heard everything correctly, which could jeopardize his health outcomes. The assistant’s response showed that she recognized Robert’s concerns and was willing to modify her communication to ensure he understood the information provided. It is critical to note that effective communication in healthcare does not end with understanding the message but ensuring that it is interpreted correctly.
Conclusion:
In conclusion, effective communication is essential in healthcare and requires the use of appropriate communication methods. Professionals must learn how to listen actively, choose their words carefully, and communicate in a respectful, empathetic and future-focused way. The above scenarios demonstrate the importance of selecting the appropriate communication method that fosters healthy and positive relationships with patients, colleagues, and supervisors.