Tip: Improve communication to break down silo barriers

Whether within a department, across a large health system, or across the globe, the way in which a message is delivered is often as important as the message itself. Successful communication is largely dependent upon the ability to listen. Here are some simple ways to improve communication:

• Listen: Understand tone as well as the words themselves.
• Concentrate: Be fully present in the moment and focus on what the other person is saying; resist the temptation to allow your mind to wander to what you want to say next.
• Reconfirm: Occasionally paraphrase the other person’s words to demonstrate your understanding of the message.
• Wait: In conversation, patience is a virtue and interrupting is a sin. Be patient, as some people take longer to get their point across than others.
• Appreciate: Always show gratitude by thanking the speaker for their time.

Business etiquette is a unique market differentiator that promotes excellence within organizations. Silos are still very much a part of the healthcare landscape and the ability to successfully navigate and initiate change across these silos ultimately translates into quality outcomes and revenue excellence. The success of a well-crafted message is greatly dependent upon its delivery; the effect of a message is lost if no one listens. Business etiquette helps assure that one’s message is taken seriously and solidifies a place at the table with key decision-makers in the healthcare industry.

Editor’s note: This tip was written for the National Association of Revenue Integrity (NAHRI) by Daniel Land, RHIA, CCS, director of revenue integrity and compliance review services for MedPartners, based in Tampa.