Course Outline
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- The Importance of Communication
- Risks of Miscommunication
- Risks of Miscommunication and Patient Safety
- Risks of Miscommunication and Customer Service
- Risks of Miscommunication on Employee Well-being and Satisfaction
- This case scenario is an example of what?Case Scenario 2The bench technologist had a critical result on a patient. The technologist called the floor a...
- Mitigation of Risks
- Building a Foundation of Effective Communication
- Using Laboratory Policies and Procedures for Effective Communication
- Embedding Effective Communication into the Quality Management System
- Developing our Communication Skills
- Risks of Miscommunication Summary
- A laboratory can do which of the following to help mitigate risks associated with miscommunication?
- Developing our Communication Skills
- Developing our Communication Skills as Leaders
- Emotional Intelligence
- Emotional Intelligence is Developing Our Self-awareness, Self-management, and Awareness and Influence of Others.
- What are the four aspects that make up Emotional Intelligence according to Daniel Goleman?
- Self-awareness
- Self-awareness Exercise
- Self-management
- Self-awareness, Self-management, and Our Three States of Mind
- Mindfulness, Self-awareness, and Self-management
- Self-management Exercise
- Yelling at your coworker because you don't agree with them is an example of responding from which state of mind?
- Social Awareness
- Empathy
- Sympathy, Compassion, and Shame
- Empathy is...?
- Practicing Social Awareness
- When you practice active listening you...?
- Relationship Management
- Emotional Intelligence Summary
- Communicating Expectations
- "Clear is Kind, Unclear is Unkind"
- An Exercise in "Clear is Kind"
- TASC is a tool that can be used to practice "Clear is Kind" because?
- Constructive and Destructive Feedback
- Which of the following four steps is the most important in providing great feedback?
- "Loving Critics"
- Feeling Defensive
- Feeling Defensive, continued
- Disagreeing Professionally and Productively
- When in disagreement, practice all of the following EXCEPT?
- Communicating in a Crisis
- Establishing a command center or a crisis leadership team during a disaster or emergency situation will help to do what?
- Developing our Communication Skills Summary
- Communication Tools
- Managing Up
- Closed-Loop Communication
- AIDET
- AIDET
- AIDET stands for?
- How to Use AIDET
- "I will be drawing four tubes today. Your samples will then be sent to the laboratory. You should contact your doctor for your test results and any ot...
- Escalation
- Communication Case Studies
- Telephone Communication Tools
- Email Communication Tools
- Email Etiquette
- Email Example A
- Email Example B
- Which of the two previous email examples was better?
- Making the Most of Meetings
- The Role of Human Resources
- The Role of Human Resources
- Even with good communication there may still be instances in which it is necessary to include the skills of Human Resource professionals.
- Creating a Culture of Communication
- Create a Culture of Communication
- Post Action Plan
- This Course is Just the Beginning...
- References
Additional Information
Level of Instruction: Basic
Intended Audience: Medical laboratory scientists, medical technologists, and technicians. This course is also appropriate for medical laboratory science students and pathology residents.
Author Information: Abigail Brown DiScipio, MFS, MLS(ASCP)CM received her Bachelor of Science in Medical Technology from Hartwick College in Oneonta, NY, and a Master in Forensic Science from Boston University. Abigail has 15 years of experience working in the laboratory with a focus in chemistry, quality management, patient safety, regulatory compliance, laboratory safety, and clinical education.
Reviewer Information: Angela Shannon, M(ASCP)CM holds a Bachelor of Science in Medical Laboratory Science and a minor in Business Administration from the University of Massachusetts Dartmouth. She has over 9 years of working experience in the clinical laboratory setting with a particular focus in Microbiology, Point of Care Testing, and clinical education. She is currently a Technical Consultant with Abbott Rapid Diagnostics where she combines her passion for laboratory training, education, and communication. She also provides hands-on STD microscopy training to infectious disease fellows at the Massachusetts Department of Public Health - Sylvie Ratelle STD/HIV Prevention Training Center.
Course Description: This course is an introduction to the importance of communication and how it can positively and negatively impact our work environment. This course will go through a discussion of the dominant role communication plays in patient safety, customer service, employee well-being and satisfaction, and possible risks associated with miscommunication. With a focus on emotional intelligence as a foundation for effective communication, this course details what emotional intelligence is and how leaders can develop it within themselves to improve their own communication and their relationships with others. Throughout this course are tools that can be implemented in any laboratory to help construct communication training and build a culture of communication. With an emphasis that all laboratory roles can be leaders, Communication Basics for Leaders will reframe the way we think about communication within the laboratory.
