Management, communicatie en hulpverlening

Een serie colleges over gezondheidszorgmanagement.

Perspectief

• Zaken vanuit ruim perspectief bekijken is belangrijk in het gezondheidszorgmanagement: Een cylinder van bovenaf bekijken geeft het concept van een cirkel, van opzij gezien levert het een rechthoek op. Slechts vanuit het juiste perspectief gezien levert het het beeld van een cylinder!!

Sleutelwoord

Het sleutelwoord/centrale begrip bij gezondheidszorgmanagement is:

De Menselijke Communicatie als mogelijkheid om het beste uit de mens te halen in perfecte onderlinge samenwerking..

Kierkegaard (1813-1855)

“Life is lived forwards and understood backwards.”

Unscramble the anagram:

WREAT…………..WATER

ETRYN……………ENTRY

GRABE……………BARGE

(the average time to spend on to get the solution is …….3 minutes)

OCHSA…………..CHAOS

Confucius (551-479 B.C.)

“All people are the same; only their habits differ…..”

Management- uitgangspunt

Een manager moet op de juiste momenten over de juiste en nodige informatie beschikken.

“We need above all to know about changes; no one wants to be reminded 16 hours a day that his shoes are on.”

Goed management….

…is het beste uit de mens halen op momenten dat dat nodig is en met een perfecte samenwerking….

Hewlett-Packard’s strategie

• Men gebruikt bij HP de MBWA-strategie.

• management by walking around.They encourage managers to be interested in employees ’personal lives as well as their work lives. They stimulate informal communication by having all employees eat in the same cafeterias….etc.

Do’s of Crisis communication

• Do prepare for trouble

• Set up a news center for the media

• 2 news issues a day by trained people

• Give complete information asap

• Prevent conflicting statements

• Do tell the whole story

• Demonstrate your concerns

Process of communication

1. The sender has an idea

2. The idea becomes a message

3. The message is transmitted

4. The receiver gets the message

5. The receiver reacts and send feedback to the sender

Overcoming communication barriers

• Differences in perception (mental map)

• Incorrect filtering distorted information)

• Language problems

• Poor listening

• Differing emotional states

• Different backgrounds

Overcoming communication barriers within organizations

• Information overload and i-competition

• Message complexity

• Differing status

• Lack of trust

• Inadequate communication structures

• Incorrect choice of the medium

• Closed communication

Choice of the medium

An incorrect choice of the medium can do a lot of damage, so think before you use the phone, the fax, the computer…….etc.

Management and communication

The important issue in management is….to build a bridge between 2 ore more different elements in you organization. And again and again….

To improve communication

• Create a message carefully

• Minimize noise

• Facilitate feedback

General purpose of messages

1. To inform……..give information.

2. To persuade…convince the others of the need to buy……………..

3. To collaborate….to do things together.

Satisfy your audience’s needs

• First level supervisors are involved in at least 200 separate activities in an 8-hour day

• The activity is carried out in 48 seconds

• Desk works take average 10 to 15 minutes for chief executives

• Most executives react to only about 30% of the mail they receive

Oral messages when….

• You want immediate feedback

• Your message is simple

• You need no permanent record

• You can assembly the audience easily

• You want to encourage interaction

Written messages when….

• You need no immediate feedback

• Your message is detailed or complex

• You need a permanent record

• You need to reach a large audience

• You want to minimize the chance of distortion

Electronic messages

• When you do need speed

• When you’re physically separated

• To overcome time-zone barriers

• To reach a large audience

• To minimize oral distortion

Electronic messages by….

• Voice mail

• Teleconferencing

• Videotape

• Fax messages

• E-mails

• SMS-mail

• Computer conferencing

Be positive and…….

Do not use words which may hurt or offend your audience. Gentle terms won’t change the facts but will make those facts more acceptable.

No:toilet paper,butbathroom tissue

No:used cars,but resale cars

No:high-calorie food, but high-energy-food.

Goed management is….

Op het juiste moment de goede kaarten in handen hebben en dan op basis van analyse en “feeling” de goede kaart op tafel leggen..