4 - Effective Communication

EFFECTIVE COMMUNICATION
DEPARTMENT OF MANAGED HEALTH CARE

TRAINING OFFICE

HealthHelp.ca.gov 1
DMHC Mission Statement
The California Department of Managed Health
Care protects consumers health care rights
and ensures a stable health care delivery system.
HealthHelp.ca.gov 2
Housekeeping Checklist
Sign in sheet
Handouts
Brief break
Silence phones
In case of emergency
Participate
Have fun!
HealthHelp.ca.gov 3
Icebreaker
HealthHelp.ca.gov 4
PRE-TEST
HealthHelp.ca.gov 5
Overview
Listening Techniques
Empathy
Clarity/Patience
Positivity
Self Improvement
HealthHelp.ca.gov 6
We have two ears and one
mouth, so we should listen
twice as much as we speak!
I hear you but I was not

listening.

HealthHelp.ca.gov 7
Listening Skills Activity
ACTIVITY #1
HealthHelp.ca.gov 8
Non-Listening
HealthHelp.ca.gov 9
Non-Listening
Selective/Marginal
HealthHelp.ca.gov 10
Selective Listening
Non-Listening
Selective/Marginal
Non-Listening
Selective/Marginal
Evaluative/Critical/Judgmental
Non-Listening
Selective/Marginal
Evaluative/Critical
/Judgmental
Active/Focused
How to Actively Listen
Be prepared to listen
Dont dismiss new ideas
Dont interrupt
Give useful feedback
Give your full attention

Listening Skills Activity
Review
Empathy
I Dont Care How Much You

Know Until I Know How
Much You Care.
Empathy
Empathy
Define Empathy
the ability to understand and share the
feelings of another.
Define Sympathy
feelings of pity and sorrow for someone else's
misfortune - or - understanding between
people; common feeling
Empathy vs Sympathy
"I know it's not easy to lose weight
because I have faced the same
problems myself."
"Trying to lose weight can often feel

like an uphill battle."
Empathy vs Sympathy
This must be a difficult time, but my
staff and I will be working to help
you through this.
I was saddened to hear of your

loss, I too have felt this loss.
Empathy vs Sympathy
This is obviously a horrible time for
you.
I would feel the same in your

situation, but we will sort this out.
Empathy vs Sympathy
I know how frustrating it can be
lets see how I can help you.
I have experienced a similar

problem recently, so I understand
what you are saying. Let me see
what I can do to help you out.

Empathy
Patience
Patience
The capacity to accept or tolerate
delay, trouble, or suffering without
getting angry or upset.
Patience
Signs of impatience
Body language
Verbal actions
coupled with
nonverbal actions
Patience
Dealing with impatience
Calm yourself
Express your needs
Empathy
Listen
Patience
ACTIVITY #2
What would you do?
Patience
BREAK
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END

Clarity
Clarity
Keys
Be Direct
Focus
Take Notes
Clarity
ACTIVITY #3
Telephone Game
Positivity
Using Positive Language
Positivity
Naysayer
Positivity
Positivity
Naysayer
Positivity
Naysayer
Negative & Positive Language
Positivity
Positivity
Naysayer
Negative & Positive Language
Positive Language Activity
ACTIVITY #4
Self-Improvement
ACTIVITY #5
Whats your communication IQ?
Self-Improvement
Improving your Communication IQ
Talk less, hear more

Dont shoot the messenger
Avoid mind reading
Stop pushing

Course Recap
Empathy
Course Recap
Clarity/Patience
Positivity
Self Improvement

POST- TEST
Conclusion
Take the electronic
course survey.
Receive the Certificates
of Completion.
UPCOMING
RELATED TRAINING
EFFECTIVE PRESENTATIONS
DMHC staff will be able to apply tips and
techniques on how to connect with their
target audience.
CONDUCTING EFFECTIVE MEETINGS

DMHC staff will be able to apply tips and
techniques when preparing for and
conducting an effective meeting.
MICROSOFT EXCEL (Basis)

DMHC staff will learn the basic functions
and features of Microsoft Excel.


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EFFECTIVE COMMUNICATION

DEPARTMENT OF MANAGED HEALTH CARE

I hear you but I was not

I Dont Care How Much You

"Trying to lose weight can often feel

I was saddened to hear of your

I would feel the same in your

I have experienced a similar

Negative & Positive Language

Negative & Positive Language

Talk less, hear more

CONDUCTING EFFECTIVE MEETINGS

MICROSOFT EXCEL (Basis)

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