From the President's Desk
What did I say? — Miscommunication at the office
 The
Joint Commission for the Accreditation of Healthcare Organizations
has found that a deficit in communication is the number
one reason medical errors are made. Treatments are missed,
steps are omitted, wrong operations are performed, orders
are heard incorrectly, and patients are misidentified or
misunderstood. Distractions, lapses, accents, noise, fatigue,
stress- all play a role in communication barriers. I often
say that one of the hardest aspects of life is delivering
and receiving accurate communication. Communication barriers
affect trial attorneys in their roles from the moment a
client is first seen to the time the jury delivers their
verdict, and beyond.
What
can you do to improve communication at the office? Consider
these ten suggestions.
1.
Recognize that we talk at 125 words per minute, but can
listen at 900 words per minute. Active listening requires
us to concentrate and not use the excess time to think of
other things.
2. Hold
discussions in an environment that is as quiet and non-distracting
as possible. Close the door to your office, hold calls,
and focus on the person or people in front of you.
3. Speak
the same language as your listener. Use examples and words
that will be easily understood by your listener. While this
is readily understood as a skill needed when communicating
with the jury, it is equally valuable in the office.
4. Acknowledge
the role of intimidation in communication. Your ability
to receive another’s message is affected by how you
feel about that person and his or her authority. Similarly,
your employees must feel comfortable and respected by you
in order to hear your messages. A hierarchical, autocratic
management style shuts down communication.
5. Time
constraints affect our ability to receive information. Being
rushed and feeling out of control and pressured leads to
errors in communication and performance. Checklists that
are followed in these situations help to ensure that errors
are not made. For example, have a checklist that directs
what needs to be taken to a mediation or deposition so critical
documents are available.
6. Assign
a team leader to a project. One person should coordinate
all of the steps needed to complete the assignment. For
example, if you are redesigning your marketing campaign,
make one person in charge.
7. Design
structures to deal with handoffs or the turning over of
responsibility for a file to another person. What information
needs to be conveyed to the person who is accepting the
responsibility? For example, when the associate is sent
to attend a deposition, what needs to be understood?
8. Be
aware that lack of communication, or a withdrawal from another
person may be interpreted as a lack of interest, concern,
knowledge, leadership, or respect.
9. Periodically
ask the listener to rephrase or repeat what you’ve
said to ensure that the message has been understood. Some
people will outwardly indicate they understand, while inwardly
feeling confused about the message.
10.
Hold regular staff meetings to discuss plans, performance,
and problems. At Med League, we start each day in a brief
session. We prioritize the activities for the day, discuss
any systems issues, and keep focused on long term projects,
such as getting ready for an exhibit or seminar. This daily
planning session has reduced interruptions over the course
of the day and last minute rushes and has improved our communication.
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