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.