There is a lot of “noise” in healthcare like stress, technology, multitasking, and information overload that can make it hard to communicate effectively. Poor communication negatively affects relationships and work quality which ultimately costs time and money. This course will help you to communicate clearly, concisely, and professionally. You’ll increase understanding between you and your customers, including co-workers, by learning what to say and how to say it.
Section 1: Introduction
A. About This Course
B. Learning Objectives
Section 2: Professional Communication
A. Creating Positive First Impressions
B. Delivering Your Message
C. Facial Cues
D. Body Language
F. Perception Checking
G. Nonverbal Encouragers
Section 3: Conclusion
B. Course Contributor
Jennifer Moore, RN-BC, CDP, WCC started working in the senior care industry in 2000. She is a certified Gerontological Nurse, a Certified Dementia Practitioner, and Wound Care Certified. She has held positions including MDS Coordinator, Director of Nursing, Medicare Nurse Coordinator, Nurse Consultant, Area Manager, and Director of Quality Assurance. Her overall responsibility within each of these positions was to ensure residents received the highest quality of care. This included active participation in quality improvement initiatives, review of clinical records to identify areas of weakness, corroboration with the medical director to institute policies and procedures for resident care, and staff education/training. Additionally, she was responsible for maintaining an effective compliance program under a Quality of Care Corporate Integrity Agreement with the Office of Inspector General for a period of five years. She currently serves as the Director of Curriculum Design & Research for Relias. Within this position, her responsibility is to oversee the development of online training modules across the healthcare continuum. She has served as the subject matter expert for courses on re-hospitalization, clinical skill reviews, leadership, management, and various OSHA and regulatory compliance topics. In addition, she has presented at various state conferences on mandatory compliance, quality assessment and assurance (QA&A), and quality assurance and performance improvement (QAPI). Disclosure: Jennifer Moore, RN-BC, CDP, WCC has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
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