All professionals, supervisors and managers in the behavior health field will find themselves struggling from time to time with maintaining effective team communication. Poor team communication frequently results in decreased job satisfaction among staff and can ultimately affect patient care. In nearly every case, supervisors set the tone for communication among team members, so when overseers do a poor job of guiding the staff, the rest of the team is set up to make the same errors. However, when managers are skilled at leading and modeling effective communication, the rest of the team follows the same path, and everyone reaps the benefits of a positive working environment.
Listed below are some helpful tools to assist team players in improving communication. Although some ideas are directed more toward supervisors, physicians, nurses, counselors and support staff members can adjust the strategies to fit their own circumstances and job roles.
Honesty
Always keep your word. It is better to surprise others with the good news that you delivered as promised, rather than let them down. When you fail to accomplish what you promised, or when the result of your work is the necessity of conveying bad news, remember that to be honest even in delivering a disappointing report or unfavorable information is fulfilling the trust others placed in your honesty.
Privacy
Avoid either praise or discipline in public. Everyone is always watching, and even if the words are good, frequently the person receiving the message can be embarrassed, while others may be sensing a display of favoritism. If you are going to praise in public, keep a list to make sure the praise is circulated around to all and not just a select few. The same policy should be used when someone needs counseling on a poorly handled matter. For example, slipping the individual a note to set up a private meeting time is a discrete way of delivering such a message. Telling an employee in public that you need to see him or her in your office immediately after the episode leads to the very public perception that the person is on the way to being disciplined. Moreover, taking the time for privacy avoids increasing the humiliation and shame staff members are already feeling, and they will respect you for protecting their dignity at a time when they are vulnerable.
Recognition
Remember that everyone needs credit for a job well done. Taking credit for ideas and actions that are not your own can damage the motivation of those with whom you are working. In fact, if they cannot trust you to share the credit, they will not trust you to deal impartially with other important issues.
Fairness
Playing favorites is a dangerous game that sets up everyone to plot against each other and harbor resentments. In order for teams to function agreeably, all members need to be seen as individuals who are both appreciated and valued.
Listening
Give everyone the attention deserved. Refrain from looking at papers on your desk or perusing a patient's chart while meeting with staff. If you need to meet in a different setting to avoid the temptation of reading and shuffling — do it. Above all, avoid taking phone calls unless absolutely necessary. When there is an important call that you are expecting, excuse yourself and let the person with whom you are meeting know of the circumstances surrounding the call to show that the individual and his or her time are important to you.
Communication
Ask questions instead of always giving direction. Communication is a two-way street, and everyone involved needs to be an active participant. Many times people just need an invitation to become involved in the conversation, and what you stand to learn as a result of their participation is well worth the effort.
Avoid Miscommunication
When complete understanding of complicated messages is essential, summarize and review the pertinent facts after the initial statement, so that all involved are informed and assured that they are on the same page. It is easier to fix problems and miscommunication when they occur, rather than attempt to rectify errors later.
Availability and Timing
Make sure that meeting times are convenient for everyone and not just yourself. If you are not immediately available, tell those involved an alternate time when your schedule will be more relaxed, and follow through with personal contact later.
Follow Through
Rather than drop unfinished issues and projects, remember that follow through goes hand-in-hand with honesty and trust. If you say you are going to do something, do it.
Facial Expressions and Eye Contact
Both are important to show that you are paying attention to what is being communicated. Staring off into the distance and not looking directly at someone may be interpreted as not paying attention to that person or the discussion. Facial expressions need to be genuine and real, so do not think that smiling and frowning during the whole conversation will make another person think that you are attending to the conversation. Such mechanical body language can convey a message that you don't intend to impart.
In summary, a good supervisor should be aware of the impact every behavior has, whether it is an overt action or a subtle gesture. Taking the time to think through your actions before putting them into play might involve a little more time on your part, but in the long run, it will ensure that others respect you and the job you are doing. Additionally, it will go a long way toward establishing a positive reputation for yourself, but best of all, it will enhance the team feeling among all co-workers.
Patricia Erickson has an Associate's Degree in Nursing and obtained the Certified Addictions Registered Nurse designation in 1996. She is currently the Nursing Coordinator for the Illinois Institute for Addiction Recovery at BroMenn.