Halcyon Hospice Communications Workshop. Halcyon Hospice is a premiere provider of hospice services throughout Atlanta and northern and southern Georgia.

2. Let’s have a quick look at an example of how
easily communication can break down…and stress
out everyone involved:
http://www.youtube.com/watch?v=nhe0KSGoUgc

3. What is effective communication to you?

4. Communication is more than the words we
speak:
– 60% Body Language
– 30% Tone
– 10% Verbal

5. How can we improve communication with each
other in the workplace? This means co-workers,
patients, families, vendors, etc.
– Speak with others the way you would like to be
spoken to
– Look each other in the eye, be positive and confident
– Remember the common courtesies…please, thank
you, greet each other in the hallway, posture etc.

6. A few more tips for communicating with each other…
– Avoid personalizing potential criticism
– Seek to understand the situation before drawing
conclusions
– Acknowledge and learn from mistakes
– Perception becomes reality
GHOST – Gentle, Honest, Open, Specific, Talk

7. Closing the loop with a facility following patient
care (ALF, hospital, etc.)
1. Sign-in at entry into a facility
2. Be sure to greet the executive director of that facility
along with other staff
3. Sign out once care is complete
4. Reach out to de-brief with a clinical leader prior to
leaving

8. Communicating with referral sources
– What are we doing right?
• Examples
– What could we be doing better?
• Examples
– What do you do when a referral source brings a
concern to you?

9. Communicating with patients/families
– What are some common challenges when communicating
with patients and family members?
• Examples
– We can overcome these challenges through active
listening
– Remember to reference the Communications Process
memo from 1/16/2013

10. Tips for active listening
Pay attention
1. Look at the speaker directly
2. Put aside distracting thoughts
3. Don't mentally prepare a rebuttal
4. Avoid being distracted by environmental factors
5. "Listen" to the speaker's body language
Show that you are listening
1. Nod occasionally
2. Smile and use other facial expressions
3. Note your posture and make sure it is open and inviting
4. Encourage the speaker to continue with small verbal cues like “yes”/“uh huh”
Provide feedback
1. Reflect what has been said by paraphrasing. "What I'm hearing is," and
"Sounds like you are saying," are great ways to reflect back
2. Ask questions to clarify certain points. "What do you mean when you say." "Is
this what you mean?"
3. Summarize the speaker's comments periodically
Defer judgment
1. Allow the speaker to finish each point before asking questions
2. Don't interrupt with counter arguments
Respond appropriately
1. Be candid, open, and honest in your response (GHOST)
2. Assert your opinions respectfully
3. Treat the other person in a way that you think he or she would
want to be treated

11. What else can we do to improve our
communication with patients, families and each
other?