HCA 615 Topic 1: Internal and External Stakeholder Communication HCA 615 To

HCA 615 Topic 1: Internal and External Stakeholder Communication

HCA 615 Module 1 DQ 1

Respond to the following three discussion questions based on Case Study 4.2 in chapter 4 of Organizational Behavior in Healthcare:

What was the beginning of the problem?
What should Jenny have done?

Finally, using the elements of effective communication, discuss what Dr. Ryan and Barbara Lakes should do now.

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Re: Module 1 DQ 1

The problem began with the un-clarity of Jenny’s job duties. In the summary, it states that she was responsible for calling patients making me question whether it was communicated to her that she would be responsible for ordering supplies, every time. However, her attempt to order supplies and the fact she borrowed items from the office next door makes one assume that she was aware of her responsibility to order. There are many things to question in this case – was she overwhelmed with phone calls? Was she not properly trained on how to order supplies and how often? Nevertheless, her mistake was extremely detrimental to patient care and I agree with her termination. If Jenny was overwhelmed, she should have communicated that to her leaders. Additionally, she should have been proactive the moment she discovered she was forgetting to order supplies by using calendar reminders and any other resources available to her. In this case, the most important thing is to accommodate the patients who are waiting. Barbara should attempt to quickly go out to purchase supplies, if at all possible. She can also speak to the office next door, explain to them the issue, ask to borrow more supplies and offer to not only compensate them for the inconvenience but also replenish what was previously borrowed. The office may not have wanted to lend Jenny supplies but they may do differently when the urgency of the matter is communicated from a leader.

To avoid this problem from happening again, Dr. Ryan and Barbara should immediately hire another receptionist. They should provide verbal communication as to what the duties and expectations are. Additionally, they should reiterate to all staff the importance of communicating when they require assistance or are unclear of something. The communication to all staff should be verbal, followed by computer-aided communication to ensure everyone receives the same message and that they have something to reference, should they have questions later. Verbally communicating expectations to all employees allows for group feedback which focuses on how well the group is performing and allows for questions and concerns to be raised and addressed as a group (Borkowski, 2011).

References

Borkowski, N. (2011). Organizational behavior in health care. Miami, FL: Jones and Bartlett Publisher.

HCA 615 Module 1 DQ 2

“Connecting Strategically with BCBSF’s Employee” states that “there’s nothing like successfully tying communication to achieving results [as one way] to institutionalize communication behaviors.” Referencing the module readings, evaluate this statement in 150-200 words.

Re: Module 1 DQ 2
When I first think about the statement, “there’s nothing like successfully tying communication to achieving results [as one way] to institutionalize communication behaviors”, I think about organizational culture. Organizational culture is the environment and norms that characterize an organization as well as the behaviors and social norms that exist within the individuals within the organization (Mercadal, 2018). HCA 615 Topic 1: Internal and External Stakeholder Communication
Many see organizational culture as the “personality” of the organization and like humans, each personality is unique. Culture change is a time consuming process that requires persistence, dedication, and focus. In order to effectively make a change in the right direction for an individual, it requires a team of the right individuals. These individuals are those that are competent in the use of communication to drive results (Wamble-King, 2009). Those right individuals are aware of the different forms of communication that can be used to aid in driving results. They are well versed in a variety of communication methods. Not everyone communicates the same way. People are different in the way that they retain or interpret the information they are receiving. Some can absorb information simply by listening to another’s ideas while others require visuals such as newsletters or power points. It’s all about understanding your organizational culture.

In order to build a strong organizational culture, it is important to work towards a common goal. By institutionalizing communication behaviors, this does not mean that each individual within the culture needs to be the same as the next. Individuals are unique and bring their own ideas to the table. When I think of institutionalizing communication behaviors, I think of the importance of shared beliefs and cross communication. Cross communication is vital to organizational culture. When there is a lack of this communication, there is isolation among the team members, resulting challenges that may be irreparable. They need to be able to work together as a team to truly implement a change. If they are not able to do so, there are no results. One person’s work may rely on another’s. It is important for team members to know one another, feel motivated, and empowered. HCA 615 Topic 1: Internal and External Stakeholder Communication

Mercadal, T. (2018). Organizational culture. Salem Press Encyclopedia. Retrieved from https://search-ebscohost-com.lopes.idm.oclc.org/login.aspx?direct=true&db=ers&AN=94895786&site=eds-live&scope=site

Wamble-King, S. (2009). Connecting strategically with BCBSF’s employees. Strategic Communication Management, 13(2), 20-23. Retrieved from https://lopes.idm.oclc.org/login?url=https://search-proquest-com.lopes.idm.oclc.org/docview/203579144?accountid=7374

We Can Finally Talk Case Study HCA Module 1

Complete the “Can We Finally Talk Case Study” questions on pages 99-100 of Organizational Behavior in Healthcare.

This assignment uses a grading rubric. Instructors will be using the rubric to grade the assignment; therefore, students should review the rubric prior to beginning the assignment to become familiar with the assignment criteria and expectations for successful completion of the assignment.

It’s Not My Job Case Study HCA Module 1

Complete the “It’s Not My Job Case Study” questions on pages 99-100 of Organizational Behavior in Healthcare.

HCA 615 Topic 1: Internal and External Stakeholder Communication HCA 615 To