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Communicating in Health
Communicating in Health - South Eastern Sydney Illawarra Health
A training program designed to enhance the interpersonal and organisational communication skills of frontline administrative, clerical and support services staff within South Eastern Sydney Illawarra Health (SESIH). Participants reflect upon their actions through group activities and/or discussions. The role of the facilitator is to encourage reflection upon action and to present alternative resolutions.
Evidence of Success
Each presentation is evaluated through participant reaction sheets and generally the feedback is very positive. Whenever any concerns are raised or suggestions for improvement are received every effort is made to make constructive responses so that the program is constantly evolving to meet the needs of the participants.
The program is scheduled as part of our ongoing Learning and Development program and is often over subscribed.
Resources
This program is delivered through four, three hour modules to fit in with workplace requirements. Participants can attend individual modules; however most to date have chosen to attend the full series. Each session is designed to be interactive and encourages participants to work together to identify issues and develop strategies to improve communication processes.
A session plan and participant manual is provided to support each module and can be provided on request to the contact person listed below. Learning outcomes associated with each of the modules are listed below.
Customer Service
- A working knowledge of role and contribution to the organisation
- Communicate in a manner that acknowledges individual cultural and social differences
- Respond appropriately to needs of consumers for delivery of quality customer service
- Develop personalised strategies for dealing with anger
Interpersonal Skills
- Identify typical causes of conflict in the workplace
- Use communication techniques to give clear and accurate information
- Select conflict resolution strategies that are most effective to a given situation
- Recognise symptoms of aggressive behaviour and response mechanisms
Difficult Behaviours
- Identify causes of aggression
- Recognise stress and coping mechanisms
- Communicate effectively with people exhibiting challenging behaviours
Complaints
- Explain the SESIH organisational framework for dealing with significant issues.
- Define the scope and limitations of your practice within the organisational framework for dealing with significant issues.
- Differentiate the types of issues/complaints and the appropriate reporting mechanisms
Opportunities for Improvement
Dimension
Measure
- Doctors, nurses and other health care professionals answered questions understandably
- Enough information regarding condition / treatment
- Explained reason for tests, test results and/or procedure understandably
For more information
Learning and Development Consultant, Organisational Learning Unit
South Eastern Sydney Illawarra Health
Phone: 02 9540 8037
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